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IG Group
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London, Greater London
Service Management Lead
Overview
Job Description
Job Title Service Management Lead Job Description Job Description: IG's Service Management team is responsible for owning and administrating the Service Management functions at IG. The goal of the team is to provide processes that govern our IT and support our business. The team is responsible for ensuring that risk to our environments is limited through the management of our change process. The successful applicant for this role must have strong leadership and stakeholder management skills, a deep understanding of Service Management processes, and will oversee teams in multiple geographic locations. The successful candidate will: * Ensure Service Delivery performance reviews are scheduled, carried out regularly with all actions documented and owned * Analyze performance and develop and Service Improvement Plans ensuring actions are followed through to completion in a timely manner * Manage major incidents, ensuring the smooth transition from Incident to Problem Management phase * Ensure that Problem the management process is followed, providing root cause and deliverable actions to prevent recurrence and improve the process * Work with the Risk manager to ensure that risks to our Production environment identified through Problem management are prioritized, communicated, and driven to deliver. * Take ownership of major incident communications, ensuring coordination of resolving parties, and conducting periodic reviews of process compliance * Provide effective communication on all Service matters and build relationships with other teams to ensure effective dialogue between departments * Manage Service onboarding activities either directly or through the Service Management Team * Managing, coaching and developing the team and cross-skilling to improve performance where required * Managing key relationships across Technology and the business to deliver IT services * Present Service Management processes to internal and external auditors * Identify inefficiencies in the current service management process and drive improvement Team functions include: * Quickly determine the severity of Incidents, considering business impact and technical complexity. * Prioritize incidents to ensure issues are dealt with relevant to their business impact. * Maintain accurately & up to date records of Service Management processes and activities including lessons learned from incidents and any work required to prevent a future reoccurrence. * Ensure that the relevant IT Teams have performed the proper root cause analysis, documented the workarounds and known errors, the issue has been resolved and the appropriate processes were followed * Function as subject matter expert in root cause analysis methodologies and issue resolution * Understand how IG's core dealing systems and backend processes work. * Participate in the Change Advisory Board meetings. * Delivering Service management metrics and using them to drive continual service improvement * Deliver clear and accurate communication during all incidents * Ability to lead technical conversations with various technical support groups * Run Service Reviews with key stakeholders and relevant technical teams * Act as change reviewers for changes into our production environment Essential Skills and Attributes: * Excellent written skills * 4+ Years' experience leading globally dispersed Service Management teams * Experience of Service Management in both B2B and B2C environments * Significant operational management experience within a mission-critical environment * Demonstrable experience in stakeholder management * Influencing others without having direct authority * Acting as the final escalation point for stakeholders * Management of other vendors and partners that may need to be engaged * Experience of data analysis and trending with ability to identify improvements and actions * Experience of creating, improving and delivering process Desirable Skills: * Knowledge of troubleshooting financial trading platforms. * Experience of working in a global organization. * Experience of delivering within a multiple service support team, in a complex business environment * Exposure to RCSA, Risk, and Audit * Experience of working in a SIAM environment Notes: * Working as part of the on-call rota to cover Major Incidents out of hours (Inc. weekends) Number of openings 1