Team Profile

Business Infrastructure Services (BIS) is responsible for the providing business aligned, best of breed technology solutions, engineering & extended level of infrastructure support. The department is made up of the following teams:

• Capital Markets
• Post Trade
• Corporate Technology
• Shared Technology
• Data and Analytics
• Wealth
• Delivery
• Service Excellence

This Service Manager role is aligned to the Post Trade pillar within Business Infrastructure Services (BIS)

Role Description

Working within BIS, the SM role is responsible for providing the service management and overall governance for all products and services, directly attributed to the supported technology functions

• Act as the central contact point for all Service engagement, operational processes and escalations, working with the business to meet customer expectations in line with strategy
• Responsible for owning the relevant ‘Service Catalogue’ including the creation, maintenance and reporting of all associated services
• Responsible for ensuring all services are delivered, measured and reported on within agreed service level agreements.
• Accountable for managing the customer relationship.
• Proactively running service improvement programmes to maintain customer service satisfaction.
• Provide liaison between BIS and the customer, assisting with strategy, investment decisions and ongoing support/operating model requirements.
• Primary interface between the business CIO/CTO, the BIS function and out into Infrastructure and Cloud (I&C).
• This candidate will provide our employees with a best in-class service relationship to ensure they extract the best available service/efficiencies from BIS.

Key Responsibilities

• Will take ownership of escalated issues and enquiries and manage to successful conclusion, ensuring clear communication
• Ownership of Post Trade ‘Business Service Catalogue’ and maintenance
• Provide Monthly service reporting and dashboards/metrics pertaining to the services taken from BIS and chair client service review meetings
• Manage customer key stakeholders and end user expectations, escalations
• Ensure adherence across BIS to Group Incident, Problem & Change processes as well as all IT Control Frameworks
• Responsibility for maintaining the BIS Service Catalogue ensuring that appropriately reflects status of BIS service offerings, KPIs and that underlying CMDB data for the services is correct
• Define new and ensure current KPIs are measured and reported together with directing teams to achieve to SLAs
• Responsible for periodic review of contractual documentation with respective business areas such as SLAs and Service Models to ensure that correctly reflect the services consumed and how they are delivered
• Seek and drive to evolve and improve Service Reporting and process of generating the reports to ensure they continue to meet the contractual, business, and regulatory requirements
• Reduce operational risk and focus on resilience / stability through proactive and close tracking of Audit, Control, Penetration Test, Vulnerability, end-of-life (EoL) and Post incident review actions to ensure that they meet their targeted dates
• Ensure plans in-place to remediate identified audit actions
• Attendance at Global CAB and divisional CABs to ensure that infrastructure changes are well understood by all stakeholders and ensuring any potential conflicts are identified and remediated with the
• Responsibility to maintain agreed standards, IT Controls, Audit and Compliance interaction as required
• Track capacity planning & EoL / EoS across BIS
• Partner with Product Support Teams & Group Service Desk to improve customer service
• Understanding of project delivery stages and collaborating with the clients and internal teams to drive delivery to agreed milestones