EUS Platforms Operations Manager

Job Description

Who were looking for We are looking for a charismatic individual with great stakeholder management skills and expertise in running operations to come and work in our End User Service department. Bridging the gap between the business and the technologyteams to ensure business continuity for the services we provide. As a stand out Operations manager, will be responsible for maintaining operational processes, working with the global support team to continue delivering and improving the high standards service,and working closely with partner technology teams spread across the world to achieve asks both of and for the team. To be successful, you will be confident and influential with clear communicative skills, being comfortable speaking to groups of people willbe necessary. Speaking directly to stakeholders in person and virtually will be part of your day to day. Constantly looking forward, spotting trends and opportunity will need to come naturally to you. Working with the team to stay ahead of the curve to keepoperations to a modern standard and constantly evolving. Technology at Schroders We employ over 650 talented people in Global Technology (GT) worldwide operating from 16 offices in 9 different countries across Europe and Asia with over £41billion of assetsunder management. About Schroders Were a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future. We have around 5,000 people onsix continents. And weve been around for over 200 years, but keep adapting as society and technology changes. What doesnt change is our commitment to helping our clients, and society, prosper. The base We moved into our new HQ in the City of London in 2018.Were close to our clients, in the heart of the UKs financial centre. And we have everything we need to work flexibly. The team Schroders Global Technology (GT) function is organised into a number of teams, distributed across Schroders global offices, withTechnology hubs in London, Luxembourg, New York, Singapore and Zurich. The software development and technology function is split between 5 business-facing technology domains: Corporate Technology Digital, Distribution and Marketing Technology Investment TechnologyOperations and Private Assets Technology Wealth Management Technology domain. In addition, there are teams which operate as shared services to Technology namely: Enterprise Technology (comprising our Architecture, Cloud, Data, Delivery and Engineering practices)Infrastructure and Production Services (including production support, release and access control) Information Security and Risk GT Management Office in which sit our Business Management teams and our Chief of Staff. Our application estate comprises both commercially-availableoff-the-shelf software packages best suited to Schroders operational needs, and many internally-developed proprietary systems to support the specific needs of the clients and products that our colleagues support. The Global Technology vision is to changethe impact we have on the firm bringing about positive outcomes for our colleagues, clients and shareholders. In order to ensure that the emergent technology needs of our clients, regulators and internal stakeholders are able to be met quickly and effectivelySchroders has implemented agile working practices within Global Technology. So that this is achieved without compromising the stability and security of the platform, Schroders Global Technology is implementing a bespoke agile operating model, based on theSAFe methodology, which ensures that technology support and infrastructure is unaffected and the requisite governance and control is in place. What youll do End User Services is responsible for delivering the majority of core Technology services to our colleaguesacross the business, many of which are business critical. The EUS teams have recently been running transformation workstreams, after a successful insourcing programme for support, to modernise the environment and now requires an operations Manager to coordinatethe day to day running of the services. As the Operations Manager, responsibilities will include leading a globally distributed team of operations engineers to maintain the environments within the EUS scope, inclusive of: Microsoft Windows and Office EnvironmentsOn-premises & Cloud VDI Environments Security suites essential in keeping the business safe User hardware and related management solutions Encompassed within the above technology stack is the operational responsibilities that go with it that the OperationsManager will be tasked with maintaining and developing, such as: Incident, Change and Problem management Chairing of groups between Technology and business stakeholders Escalation management from stakeholders Maintain SOPs and KB articles for the internalteams Contract negotiations with 3 rd party vendors Maintaining security standards and schedules KPI management and reporting Staff augmentation The operational team of engineers you will coordinate work across multiple time zones with the primary workforceresiding in the UK. Theses talented engineers provide 24x7 cover to the business with core hours and an out of hours rota which you will maintain in conjunction with them. The operational role will not be expected to work out of hours, however, flexibilitywill be needed to accommodate Priority 1 out of hours escalations and events such as annual DR testing. The knowledge, experience and qualifications you need A Track record of managing operations teams within a Technology setting Proven ability to lead, mobiliseand partner with the relevant stakeholders Excellent stakeholder management skills and a client-centric approach to working with internal stakeholders and colleagues across multiple geographic locations Experience of structured delivery and agile techniques.Leadership to inspire, motivate and manage the teams reporting into you globally Talent management Budget management Contribution and adherence to company standards including evidencing as necessary Experience of working with and delivering the best from 3rdparty managed service suppliers who may be off-shore What youll be like Friendly: people the world over like working with you, and theyre never afraid to ask you for help Interested in the latest tech developments and innovation, and how you can use themCalm: youre positive under pressure and happy to take the lead in challenging times Gutsy: you know good isnt good enough. So you solve problems and challenge the status quo to find better ways to do things. Confident and self-motivated; Analytical, assertiveand result-orientated; Able to get the best out of people across various locations and cultures; Effective communicator (both internally and externally). Proven collaboration skills. Were looking for the best, whoever they are Schroders is