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Senior Manager
3 months ago
Let's be #BrilliantTogether
ISS STOXX is growing ISS STOXX seeks a Senior Manager to join the Index Service Management team in Mumbai.
Overview :
The Index Service Management team oversees the delivery and management of technology services that support the FTSE index business in providing index services to global financial markets. Their primary objective is to ensure that technology is aligned with the needs and objectives of the business while maintaining high levels of service performance, reliability, and customer satisfaction.
The Senior Manager of Index Technology Service Management is a leadership role responsible for overseeing and managing the delivery of Index Technology Services within STOXX. This role involves coordinating and aligning Index Technology services with the operational needs of STOXX Index operations and index delivery to ensure seamless operations and high levels of customer satisfaction. The Senior Manager of Index Technology Service Management plays a critical role in aligning technology delivery with business operational objectives, in driving continuous improvement to enhance service quality and customer satisfaction.
Responsibilities:
Service Delivery Management:
Establish and agree service level agreements (SLAs) for the operation of Index Technology Services. Ensure vendor service support arrangements are in place and meet the needs of Index Technology. Oversee the end-to-end delivery of Index Technology services, ensuring that they meet or exceed established SLAs. Identify potential risks and issues related to service delivery and develop mitigation strategies to minimize their impact.Customer Relationship Management:
Act as a primary point of contact for Index Technology service-related inquiries, issues, and escalations. Establish and maintain strong relationships with internal stakeholders to understand how the Index Technology services support them and could be improved.Process Improvement:
Identify areas for process improvement and efficiency gains with the Index Technology service delivery framework. Implement best practices required to support an efficient function and meet regulatory requirements and drive continuous improvement initiatives.Team Management:
Lead, mentor, and manage a team of IT professional responsible for service delivery and support. Foster a collaborative and customer-focused culture with the Index Service Management team. Recruit, onboard, and retain top talent to enhance the capabilities of the team.Incident and Problem Management:
Create and oversee the BMR compliant incident and problem management processes, ensuring timely identification, prioritization, and resolution of incidents and problems. Ensure timely communication on incidents in progress. Drive initiatives to reduce incident frequency, minimize downtime, and enhance service stability.Change Management and Innovation:
Manage the planning, coordination, and communication of Index Technology service changes to minimize disruptions and maintain service stability. Ensure that changes align with business objectives and are executed with minimal risk. Promote innovation to investigate and adopt emerging technologies to enhance service delivery and meet evolving business requirements.Monitoring and Reporting :
Implement monitoring tools and metrics to assess the performance of IT services. Report regularly on service performance, key performance indicators (KPIs) and other relevant metrics required to ensure regulatory compliance and risk management.Impact:
The Senior Manager of Index Service Management plays a pivotal role in shaping STOXX Index technology service delivery, driving operational excellence, and delivering value to stakeholders through continuous improvement.Qualifications :
Technical / job functional knowledge:
Bachelor's degree in IT, Computer Science, Business Administration or a related field; Master's or higher degree preferred. Extensive experience (10+ years) in IT Service Management, including leadership roles with a track record of driving organizational change and achieving results. In-depth knowledge of IT Service Management frameworks (e.g. ITIL, COBIT, ISO/IEC Demonstrable experience in the use of modern practices including SRE and DevOps to develop and innovate Service Management practices and processes. Excellent communication and interpersonal skills with the ability to articulate complex technical concepts to non-technical stakeholders. Keen interest in technology trends and the implications for business.Business / Sector expertise:
Thorough understanding of market data service delivery, its importance to the market and regulatory commitments. Knowledge of portfolio construction and management is advantageous. In-depth knowledge of regulatory requirements governing benchmarking activities, such as EU BMR, or similar regulations.Leadership & management experience:
Experience in professional people management / thought leadership in a technical environment. 7+ years' experience in managing technical teams.Personal skills & capabilities:
Strong team and stakeholder management, problem solver, a self-sufficient individual with an ability to be constructively address issues. Track record for developing and retaining high performing teams. Able to work on multiple initiatives at once, prioritizing effectively.#DIRECTOR
#STOXX
#LI-JS1
What you can expect from us
Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.
We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.
Let's empower, collaborate, and inspire one another.
Let's be #BrilliantTogether .
About ISS STOXX
ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.
STOXX and DAX indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50, STOXX Europe 600 and DAX, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation.
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Institutional Shareholder Services ("ISS") is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as "protected status"). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.
