Oversees the daily technology operations activity across the office. Working closely with senior business stakeholders and technology support teams to ensure smooth running of services, point of escalation for issues and business partner for technology matters.
The role will be responsible for implementing the global technology strategy in the office and drive adoption across departments and users. It will also partner with business stakeholders to understand local requirements and feed them back into the relevant technology teams to help develop the global strategy.
Responsibilities will include:
- Be a business partner to senior stakeholders to drive adoption of technology services, identify areas of improvement that will help drive business strategy and represent the global technology leadership team on a day-to-day basis.
- Supervises the day-to-day operations of the regional IT service support team, ensuring timely and effective resolution of technical issues.
- Ensures availability of user support at all times within area of responsibility and manages critical troubleshooting activities.
- Monitors problem ticket trends and oversees analysis to determine changes in the level of support required.
- Develops and maintains regional IT service support policies and procedures, ensuring compliance with Firm standards and industry regulations.
- Allocates schedules and provisions after-hours and weekend support when necessary to maintain business continuity and technology performance requirements.
- Steers performance management by developing standard operating procedures to track service level targets and key performance indicators, ensuring effective monitoring and continuous improvement in alignment with the Firm's objectives.
- Leads as the direct contact for local external vendors and various internal departments when immediate or unscheduled changes are needed.
- Collaborates with broader Technology & Data teams to identify recurring issues and propose process improvements to enhance support services.
- Reviews opportunities for cost savings and efficiency improvements and assists in implementing solutions.
- Implements strategies for improved efficiency and effectiveness in service delivery.
- Manages a high-performing team, allocating resources and implementing development plans to ensure team members are progressing in their roles.
About you
- Significant experience in an IT service support or similar technical role, with exposure to supervising or managing a team.
- Experience of working in a global organization, liaising with teams around the world to provide a 24/7 service
- Confidence in working with senior business stakeholders, at partner / chief level or equivalent
- Strong troubleshooting skills, with the ability to think analytically and ensure prompt resolution of complex technical issues.
- Expertise in developing and implementing IT service support policies, aligning with both organizational standards and industry regulations.
- Proven ability to monitor and analyze trends in problem tickets to identify recurring issues and optimise support delivery processes.
- Knowledge of managing external vendors and coordinating with various internal teams to implement immediate or unscheduled changes effectively.
- Familiarity with performance management tools and techniques to measure, assess, and improve service levels and KPIs (Key Performance Indicators).
- Confidence in planning schedules and allocating resources for 24/7 support, including handling after-hours or weekend service requests.
- A track record in identifying opportunities for cost savings and efficiency improvements across IT operations.
- Strong leadership and mentoring skills, with experience fostering a high-performing team and supporting individual team member development.
- The ability to adopt a collaborative approach to resolve cross-functional challenges and identify broader technology enhancements.
