Senior Service Manager
CLS Group
About CLS
CLS is the trusted party at the centre of the global FX ecosystem. Utilized by thousands of counterparties, CLS makes FX safer, smoother and more cost effective. Trillions of dollars’ worth of currency flows through our systems each day.
Created by the market for the market, our unrivalled global settlement infrastructure reduces systemic risk and provides standardization for participants in many of the world’s most actively traded currencies. We deliver huge efficiencies and savings for our clients: in fact, our approach to multilateral netting shrinks funding requirements by over 96% on average, so clients can put their capital and resources to better use.
CLS products are designed to enable clients to manage risk most effectively across the full FX lifecycle – whether through more efficient processing tools or market intelligence derived from the largest single source of FX executed data available to the market.
Our ambition to make a positive difference starts with our people. Our values – Protect, Improve, Grow – underpin everything that we do at CLS and define and shape a supportive and inclusive working environment in which everyone is encouraged to be open and forward-thinking.
| CLS helps clients navigate the changing FX marketplace – reducing risk and creating efficiencies. Our extensive network and deep market intelligence enable CLS specialists to lead the development of standardized solutions to real market problems. Our innovative, forward-looking products make the trading process faster, easier, safer and more cost-effective – empowering our clients’ success.
| |||
Functional title | Senior Service Manager | Location | London |
|
|
| |
Job purpose | |||
|
· Responsible for day to day provision of services to Financial institutions and internal departments through the management of key business partners and internal providers; Service Support, Service Operation and Engineering. · Responsible for maintaining effective relationships with key stakeholders and customers · Fully support the Change Programme through appropriate engagement and direction from a Service Management perspective. · Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures. · Produce relevant Management Information to accurately represent performance of the services provided to the business. · Provide Service Management oversight for new business services supporting the CLS Corporate strategy · Responsible for demonstrating execution of project milestones for the delivery of service readiness through to Go-live, which will lead to effective day to day run and delivery. · Responsible for the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services | |||
Essential Function / major duties and responsibilities of the job | |||
| Strategic · This position takes a key Service Management role in the implementation of the company’s Strategic programmes, executing against the major service readiness workstream to deliver a new Service Support Model and IT Governance for the consolidation of a number of new instruments and initiatives to be launched in the Financial Services Industry. · Responsible for identifying, agreeing and implementing the service integration of a fully functioning service support model which integrates the delivery from Managed Service Providers and internal Technology departments to create a cohesive service capability for new innovative services. · Responsible for demonstrating execution of project milestones for the delivery of service readiness through to Go-live, which will lead to effective day to day run and delivery. · Responsible for the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services. · Provide Service Management oversight and support for the day to day provision of live business critical service in the Settlement portfolio to Financial institutions and internal departments; through the management of key business partners and internal providers. · Maintain effective relationships with key stakeholders and customers, e.g. Operations, Risk, IT Security, Financial Institutions and Regulators · Fully support the Change Programme through appropriate engagement and direction from a Service Management perspective. · Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures. · Produce relevant Management Information to accurately represent performance of work-stream delivery and services provided to the business. | |||
| Operational · Ensure that the Service Management Framework remains current and is aligned to the strategic direction of the business. · Define the non-functional requirements and business expectations for all new services through a rigorous and highly interactive process with all key stakeholders. · Provide Service Management support for the Business Change Programme through the creation of Service Design Packages and Service Acceptance in to Live. · Support the Head of Service Management and Service Support in the creation of SIAM (Service Integration and Management) principles and contracts with primary Managed Service Providers to underpin the creation of Service Support Models. | |||
| Leadership
· Take responsibility for standard processes across the 5 stages of the ITIL lifecycle which provide effective governance for the IT services. · Engage across the Technology organisation to ensure all teams drive appropriate support for the live and test services. · Perform direct vendor management for key managed service providers, tracking performance against SLAs and delivery. · Create, manage and maintain SLAs and OLAs to continue to drive efficiency within the organisation and overall performance of the service. · Provide ownership of the Service Acceptance process in support of the delivery of changes into Live Service in collaboration with the Project Framework. · Develop, collate and produce MI that allows measurement of service performance and provides management information for the wider organisation. · Maintain and improve the execution of Disaster Recovery performance. · Own and manage the delivery of the Network services which support new business critical services. · Provide input and support for audit and regulatory engagements. · Provide 24/7 on-call cover on a rotational shift basis. · Perform Critical Incident chair role, managing vendors and teams in the event of major incidents. · Provide oversight and control of IT Change Management activities as part of the Service Management team. |
Experience / essential and desired for successful job performance |
|
· 5+ years of Service Management experience · Experience of owning and delivering Service Management responsibilities as part of a large delivery programme to introduce new services. · Experience of managing a highly resilient / high availability IT infrastructure / capability. · Experience of defining, promoting and maintaining ITIL Service Management processes. · Proven track record to manage the recovery of complex technical issues. · Experience of providing education to technical users for ITIL process execution. · Experience of managing Vendors and Strategic Partners.
Desired · Experience of working as a Service Delivery Manager, delivering business critical Production Services in a Financial Institute or Major IT Service Provider · Technical vendor management / account management experience
|
Qualifications / certifications |
| Essential · ITIL Certified in at least one of the ITIL Service Management Lifecycle
Desired · ITIL v3 Expert · Six SIGMA Yellow or Green belt · Agile Service Manager |
Knowledge, skills and abilities / competencies required for successful job performance |
|
· Extensive knowledge of Service Operational processes implemented within a highly regulated environment, demonstrating continual service improvement. · Practical experience of addressing Service Level conflicts and formulating new Service Levels and Operational Level Agreements to underpin technology services. · Ability to collaborate highly across Technology functions and multiple business areas; collaborating / influencing / leading virtual global teams. · Ability to operate in a bi-modal environment, switching between agile and waterfall processes and controls in order to ensure innovation is actively encouraged. · Ability to comprehend complex technical issues and provide a business overview to support customer understanding of issues and resolution · Strong personal work ethic. · Excellent interpersonal skills. · Motivated delivery focused individual |
Our commitment to employees
At CLS, we celebrate diversity and consider this to be one of our strongest assets. We are committed to fostering an environment in which everyone feels comfortable to be who they are, and inclusion is valued. All employees have access to our inclusive benefits, including:
- Holiday - UK/Asia: 25 holiday days and 3 ‘life days’ (in addition to bank holidays). US: 23 holiday days.
- 2 paid volunteer days so that you can actively support causes within your community that are important to you.
- Generous parental leave policies to ensure you can enjoy valuable time with your family.
- Parental transition coaching programmes and support services.
- Wellbeing and mental health support resources to ensure you are looking after yourself, and able to support others.
- Affinity Groups (including our Women’s Forum, Black Employee Network and Pride Network) in support of our organisational commitment to embrace and always be learning more about DE&I.
- Hybrid working to promote a healthy work/life balance, enabling employees to work collaboratively in the office when needed and work from home when they don’t.
- Active support of flexible working for all employees where possible.
- Monthly ‘Heads Down Days’ with no meetings across the whole company.
- Generous non-contributory pension provision for UK/Asia employees, and 401K match from CLS for US employees.
- Private medical insurance and dental coverage.
- Social events that give you opportunities to meet new people and broaden your network across the organisation.
- Annual flu vaccinations.
- Discounts and savings and cashback across a wide range of categories including health and retail for UK employees.
- Discounted Gym membership – Complete Body Gym Discount/Sweat equity program for US employees.
- All employees have access to Discover – our comprehensive learning platform with 1000+ courses from LinkedIn Learning.
- Access to frequent development sessions on a number of topics to help you be successful and develop your career at CLS.
Something looks off?