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IFS UK IT Service Delivery Manager

Information About This Job

Job Title: IFS UK IT Service Delivery Manager
Contract Type: Permanent
Location: London
Salary: £80,000 - £85,000
Contact Name: Ben Kinley
Contact Email:
Job Published: about 1 year ago

Job Description

Our client, a leading international banking firm, are seeking to appoint an IFS UK IT Service Delivery Manager to join their London based team.


About The Role

The UK IT & Engineering Function exists to provide IT services for the firm’s Fund services business lines in the UK, and Fund services locations globally where UK managed applications are deployed, for example King of Prussia, Singapore, Chennai.

The organisation of the department is set around functional domains owning UK applications and covering ‘change the bank’ services (Engineering and IT services for change). All services linked to production support are centralised and owned within the UK Platforms infrastructure and services team. UK platforms infrastructure and services focuses on:   

  • Ensuring optimal quality of support on our UK applications (functional / technical), leveraging a global footprint and 24/7 services  

  • Ensuring strong oversight of infrastructure services delivered by central partners to ensure continuity, resiliency and scalability of our UK platforms (all infrastructure environment

This role will require the individual to perform a critical function within the UK IT department by managing and aiding the existing application support team members in the provision of IT Fund Accounting and Middle Office services from a multitude of internally built bespoke and vendor based applications. This position will carry senior responsibility, acting as the single point of contact for the UK IT services delivered to global customers.

The role is to manage support teams to ensure they are performing at optimum levels and prioritising their workloads effectively. Day to day management of the individuals is key and an absolute requirement. Good communication skills and the ability to build relationships with the various teams across IT and build a high level understanding of the functions they perform. Ability to stay calm under pressure is essential for this role.

The individual will be interfacing with senior members of the organisation and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing service delivery teams in both the UK and Chennai will be of high importance for success in this role.


Key Responsibilities

To manage application support teams consisting of multiple applications for the firm’s Securities Services, alongside a geographically distributed support team.  

Internal service delivery function: manage application and infrastructure support services for our internal users

  • Oversee the performance of support services for all UK applications within the defined governance frameworks

  • Ensure consistent and optimised operating model between on-shore and off-shore team

  • Represent an escalation point within the organisation for UK platforms critical incidents (including on-call support, capability to manage crisis calls)

  • Ensure strong oversight of problem management linked with functional domain or central stakeholders

  • Ensure appropriate compliance to Group standard for support activities

  • Sponsor central or local transformation initiative applicable to application and infrastructure support services for the UK


External service management function: Manage application and infrastructure support services for our clients

  • Oversee the performance of support services for all UK applications within the defined client governance and framework (KPIs / SLAs)

  • Facilitate consistent level of service for global clients

  • Represent an escalation point for our clients on UK platforms stability, accessibility  and resiliency


Production function: Manage infrastructure services for UK Fund services applications

  • Ensure strong capacity management for all UK platforms (scalability, stress testing programs)

  • Ensure appropriate compliance to Group standard for support activities

  • Sponsor central or local transformation initiative applicable to infrastructure for the UK (eg. Cloud, Data Center migration, obsolescence program)



  • Adherence to documented procedural standard

  • Liaise with other team members and business members to ensure that all issues are resolved in a time efficient manner.

  • Escalate issues which cannot be resolved by you / your teams, in a timely manner

  • Fully responsible for delivery of key client feeds within the agreed SLA

  • Liaise with India and Paris (including various other global locations) support areas to ensure that all support documentation is created and that new functionality is handed over in an efficient way.

  • Use business and application knowledge to investigate issues raised and assist in the production of incident reports

  • To provide solid input with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk & then implementing the improvements

  • On call support duties will be required to be performed


Management Responsibilities

  • Supporting application teams you are responsible for in their day to day activities

  • Managing your staff progress, training, holidays and all aspects of their development

  • Managing poor performance and supporting/coaching good performance within the organisation


Key Stakeholders


  • Fund services Members (Head of Ops departments – FA / MO / IRP, Head of Transition, Head of Finance)

  • UK Stakeholders: Client Global relationship managers, Head of operational risk and permanent control

  • IT Central stakeholders : Head of Enterprise architecture, Head of IT Technical solutions

  • UK IT Management

  • UK IT Service Delivery teams

  • Global IT Management

  • IT teams

  • IT Security



  • Client Software Vendors: Main UK ones SS&C, FIS and others as appropriate

  • Hardware Vendors (Oracle, HP, Microsoft etc.)


Skills & Experience

  • Expertise in Service delivery/ Service management (ITIL)

  • Relevant practical experience to demonstrate the personal and technical ability to deliver on the objectives outlined above

  • Strong leadership skills and proven ability to coordinate action plans transversally

  • Good communication and customer facing skills

  • Experience in managing IT teams that are geographically dispersed

  • Able to motivate staff and peers in challenging and demanding situations

  • Ability to think ahead and anticipate problems, issues and solutions and achieve agreement with the relevant users

  • Able to work to tight deadlines

  • Able to adapt and respond in a rapidly changing environment with effective prioritisation focusing on providing quality outputs

  • Ability to build from good relationships with various global stakeholders

  • Be flexible and step beyond this role as and when required to meet the demands of the team

  • Team player



  • Graduate degree or relevant qualifications in appropriate discipline (Engineering, IS, IT, Computing Science).

  • Good knowledge of quality standards and best practices

  • Good problem solving and analytical skills


Key Competencies

  • Execution - You take personal responsibility and act with urgency to meet individual and organisational commitments, including going beyond what the job typically requires in order to ensure the company’s success. This includes leveraging the global capacity of the bank.

  • Resilience – Effectively deals with pressure, recovers quickly from set back and remains optimistic and persistent under adversity. Design solutions to current problems in ways that address future needs or long term goals that creates a culture that will focus on results not activity.

  • Decision Making – Makes well informed, effective and timely decisions; perceives the impact and implications of decisions. You provide and receive information that maximises clarity and mutual understanding and keep people informed.

  • Develops Others – Develops the ability of others to perform and contribute to self and organisation; mobilise teams. Set challenging goals and high standards for own performance and strive to meet or exceed them as part of the team.

  • Engagement – Engage people, clients and organisational partners; collaborates to achieve success. You adhere to high standards of personal and professional conduct deserving of clients and team members trust.

  • Authenticity/Trust - You create a climate that motivates and supports people to achieve high performance and that develops their capabilities for the future. This is based on a solid foundation of trust.

  • Fun – Lead with a sense of fun and passion for the role. Represent yourself, your role, your staff and the client, with emotional intelligence, positive drive, a daily renewed energy, and passion to succeed

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