Who we’re looking for
We’re looking for an experienced Service Management Lead to ensure consistent, high-quality delivery of IT services to the business by enforcing the Global Service Management principles across the UK region.
You will cover a range of ITSM processes, which includes but not limited to Incident Management, Request Management, Change Management, Problem Management, Catalogue Management, Major Incident Management, Service Integration, Business Continuity Management, Hardware Asset and Configuration Management, ensuring alignment to global standards whilst doing so.
The role requires a flexible and priority driven work approach as service escalations will require immediate response. Some activities may need to be performed outside core business hours and include being on-call during weekends and public holidays. You will need to work collaboratively with other colleagues, IT suppliers and partners; both locally, within region and globally. Good communication skill is a must, both to business users and others within Global Technology.
This role will be expected to design, manage, onboard and improve services and processes through Continual Service Improvement and play an instrumental delivery role within formal projects or BAU initiatives.
About Schroders
We’re 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 5,800 people on six continents. And we’ve been around for over 200 years but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper.
Technology at Schroders
There's a huge amount of change going on at Schroders. Technology's shaping our business more and more, so there are many opportunities waiting to be grabbed. And because we're a big financial player, we can put hefty backing behind good ideas.
We're a serious business – we have enormous responsibilities to our clients and shareholders. But just because we're suited and booted, that doesn't make us stuffy; our tech teams are friendlier and more informal than you might expect.
The base
We moved into our new HQ in the City of London in 2018. We’re close to our clients, in the heart of the UK’s financial centre. And we have everything we need to work flexibly.
The team
You will join the Security & IT Infrastructure Services team, which delivers security, support, and governance for all infrastructure and services in London and works closely with global teams.
What you’ll do
- Responsible for ITSM processes and related services.
- Define and track KPIs in line with strategic goals.
- Track and drive SLA compliance for all incidents and requests, flagging trends with the responsible operation leads across Global Technology.
- Conduct problem investigations, drive outstanding problem tasks to closure.
- Manage all major incidents at a global level, ensuring rapid resolution and communication.
- Govern the transition of new services, ensuring readiness from proof-of-concept (POC) through to production support.
- Have an oversight of change records and drive process adherence and improvement.
- Administer service management tooling, ensuring dashboards, service catalogues, and the CMDB are accurate and up to date.
- Be an advocate for the Global IT Service Management team by enforcing global standards and processes and participate in the continual improvement of global process.
- Work with Global IT teams, functional owners and vendors to deliver consistent service.
- Drive continuous improvement in service quality, user experience, and customer satisfaction.
- Produce service governance materials, and present in business forums as needed.
- Build and maintain relationships with business leaders to understand their goals, challenges, and requirements.
- Manage global customer satisfaction (CSAT) surveys, analysing feedback and drive actions on negative responses.
The knowledge, experience and qualifications you need
- Certified in ITIL Foundation with minimum 3 years’ experience in an IT Service Management role.
- Experience working in financial services or similar regulated industry.
- Experience covering major incident management, request management, SLA management, problem management and change management.
- Experience in ITIL Service Operation processes, ITIL framework processes and associated tooling.
- Exposure to a broad range of infrastructure and end user related technologies.
- A general appreciation of infrastructure and application architecture.
The knowledge, experience and qualifications that will help
- An understanding of fund management business and processes.
- Experience working with commercial or in-house application packages that support the investment management industry.
What you’ll be like
- A keen team player with the ability to work across time zones and culture.
- Capable of remaining positive when under pressure.
- Flexible to work on evenings and weekend when escalation on-call work is required.
- An inquisitive thinker and attention to details.
- Enjoys dealing with business and technical users at all levels of the organisation.
- Ability to multi-task and operate in a fast-changing environment.
- Committed to deliver innovative and quality service.
- Enjoys process improvement and solving problems.
- Self-motivated and enthusiastic.
We recognise potential, whoever you are
Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics
