Imported from previous forum
Please note: This peson must have experience managing a global team. This is a very senior pm role - svp level.
The group is designed to leverage the firm’s technology assets to increase business opportunities across asset classes and client segments globally. To provide efficient, 24/6 service and support for all eCommerce, Sales and Research applications, for both internal and external clients.
The team’s mission is to provide a pure fulfilment function and provide different ‘service’ levels for each platform/ product group, geography or client segment. The other part of the team work as ‘enablers’ which act as the ‘factory’ behind the services, usually not visible to customers outside the function and offer uniform levels of service across platforms and geography
The team will operate in all three regions of the world with a global mandate as well as regional responsibilities.
This individual will establish and manage a ‘best practice’ model for a service desk, which will be used to define the roles of the Global CSG group.
Processes required for a class leading Service Desk:
• Service Desk Delivery: Deliver customer support function including 1st line and 2nd line business and technical support
• Incident Management: Identification of an incident; Management of Incident Control (including recording, classification, coordination, matching and resolution)
• Problem Management: Monitor and identify problems and known errors; proactive problem management (identification of problems and prevention of further incidents)
• Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes
• Change Management: Management of a change and request for change (RFC); monitoring of change control and change procedures; Review and manage urgent changes
• Release Management: Ensures the integrity of live systems by planning, testing and implementing new system changes
• Service Level Management: Identifying, negotiating, monitoring and reviewing service level agreements (SLAs)
• Availability Management: Review reliability, availability, resilience, maintainability and serviceability; calculating availability, review of planning, monitoring and reporting
• Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling; definition of the capacity management database and contents of the capacity plan
Additional responsibilities will include:
• Maintaining a strong working relationship with the business owner of eCommerce, understanding business needs, driving technology strategy and maintaining/improving production services levels
• Owning the technology staff for the area, including recruitment, career development, appraisals and compensation
• Understanding the strategy of the bank and IT as a whole and ensuring that their functional area and staff are in step with current aims – including relevant policy and procedures
• Responsible for cost controls and budget for their area
Team Structure: 65 globally in London, NY, Singapore and Tokyo
I am a recruiter who specializes in the IT financial industry. I work with over a dozen hedge funds and three major financial firms in the Tri-state area. Most of my positions are in 100K to 300K base. If you are passively looking for a better career opportunity, please send me your resume and I will give you a call. I am only representing candidates who have a stable job history (no more then two jobs in five years). Please no consultants. Your resume will remain confidential and it will not be submitted to any firms without your consent.