Service Operations Manager

Job Title

Job Description

Service Operations Manager

We are looking for an experienced IT Service Operations Manager to join our team in Bangalore.

So, who are we?

Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

What the Team does

IG's IT Service Management team are responsible for owning and administering Service Management processes at IG. The goal of the team is to be responsible for the operations that govern our IT estate and support our business, with risk to our environments mitigated through effective management.

Your role in the Team's Success

The successful candidate will be responsible for the leadership of the IT Service Operations function, overseeing the Incident, Problem, Service Delivery teams as well as IT Asset Management and IT Config Management. Taking ownership and accountability for the relevant policies and processes associated to these practices, they will ensure the continued effectiveness and relevance of the function and its operation, fostering a culture of continuous improvement. Working closely with other teams within the Risk and Control department to drive strategic change, as well as representing the function to the wider organisation, the successful applicant for this role must have strong stakeholder management skills and comprehensive understanding of IT Service Management Principles.

Responsibilities include:

• Understanding the needs of the function's key stakeholders, creating client-centric customer journeys and an improved client experience 

• Driving ongoing iterative Design/Improvement, Implementation and Governance of a strategy for IT Service Operations in IG, setting out a roadmap to achieve it and creating a link between current and future operating models

• Effective communication of any impactful issues, building strong relationships with all key stakeholders and becoming a focal point for any escalations

• Driving continual service improvement by establishing a review framework for processes

• Creation, evaluation, and effective communication of IT Service Management MI/KPI's to illustrate the current health of IG IT Services to the wider group  

• Promoting IT Service Management processes across the group encouraging engagement and compliance.

• Building links between the IT service management teams and other areas of the business, reviewing the possible need for the implementation of other industry standard practises (e.g., service transition) that can augment the IT Service Management function.

• Effective Management of the teams within the function, ensuring a common strategic direction, setting goals and milestones, measuring performance against them.

• Employing a 'systems thinking' mentality, understanding the commercial and operational functioning and importance of business functions, their criticality, and their relational connectivity

• Developing strong relationships with and empowering teams to make effective decisions, collaborate across teams and take personal accountability. Inspiring the team to deliver outstanding performance by helping them to connect to the purpose of work

• The development of the people within the function, acting as a mentor to encourage and facilitate career and personal development within IG

• Understand the impact of events and be able to prioritise workloads to meet demand

• Simplifying complexity and reducing unnecessary bureaucracy in IT Operations processes

What you'll need for this role:

• Excellent written and verbal communication skills, able to keep stakeholders informed of progress and issues, influence where appropriate, and be comfortable in explaining concepts to people with various levels of business & technical knowledge, varying style and content to suit the audience.

• 10+ Years' experience working in globally dispersed Service Management teams.

• 5+ years managing an IT Service Management Team in a fast-moving CD/CI environment (preferably within a financial services environment).

• 24/7 availability in case of Major Incidents are happening

• Experience of Service Management in both B2B and B2C environments.

Desirable Skills:

• Good knowledge of various project delivery methodologies and ways of working

• Previous experience in managing across a fast-moving SDLC lifecycle

• Experience of working in a global organisation and servicing high-value/global customers in different geographical locations

• Experience of delivering within a multiple-service support team, in a complex business environment

• Comprehensive understanding of ITIL methodologies

• Understanding of Financial Derivatives and Asset Management

• Invites differing views, hear different voices, and provide positive challenge

• Be flexible in approach and adapt to changing environments

• Be able to create and present compelling business cases to justify the value of new initiatives

• Work in a methodological way, adopting established frameworks to facilitate continuous improvement

• Ability to deliver clear and effective presentations to a wide array of stakeholders at all levels of the business

• Experience of vendor relationship management to ensure solutions meet requirements and innovate along with our needs

• Experience of using Service Management tools such as ServiceNow, Jira, SharePoint etc

• Experience of managing a wide spectrum of stakeholders and demonstrating an ability to manage upwards

• Ability to manage, prioritize and successfully execute multiple tasks and activities

• Demonstrate cross-group collaboration and organization skills

• Eager and quick to learn

• Interest in financial products

• Ability to lead technical conversations with various technical support groups

• Calm under pressure through demanding challenges – able to strategize in challenging contexts

• Detail-oriented with the ability to follow processes and procedures

• Ability to adapt to changes in processes and products

• Ability to resolve problems and own issues until full resolution

• Experience of working in an organisation with IT delivery centres across the globe and the cultural understanding needed for this

• Background in setting and monitoring performance thresholds

• Evidence strong problem-solving skills, in often challenging scenarios, and experience in making complex decisions collaboratively

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The perks

Your growth fuels our success Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

• Matched giving for your fundraising activity

• Flexible working hours and work-from-home opportunities

• Performance-related bonuses

• Insurance and medical plans

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

• Contribution to gym memberships and more

• Free Lunch/Snacks/Fruits

• A day off on your birthday

• Two days' volunteering leave per year.

Learn more about the Perks here
 

Join us for this exciting journey. Apply now

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