Assistant Vice President, Infrastructure Service Manager (London Area)

About CLS:

CLS is the trusted party at the centre of the global FX ecosystem. Utilized by thousands of counterparties, CLS makes FX safer, smoother and more cost effective. Trillions of dollars’ worth of currency flows through our systems each day.

Created by the market for the market, our unrivalled global settlement infrastructure reduces systemic risk and provides standardization for participants in many of the world’s most actively traded currencies. We deliver huge efficiencies and savings for our clients: in fact, our approach to multilateral netting shrinks funding requirements by over 96% on average, so clients can put their capital and resources to better use.

CLS products are designed to enable clients to manage risk most effectively across the full FX lifecycle – whether through more efficient processing tools or market intelligence derived from the largest single source of FX executed data available to the market.

Our ambition to make a positive difference starts with our people. Our values – Protect, Improve, Grow – underpin everything that we do at CLS and define and shape a supportive and inclusive working environment in which everyone is encouraged to be open and forward-thinking

Job information:

• Functional title – Infrastructure Service Management
• Department – Service Management
• Corporate level – Associate Vice President
• Report to – Vice President, Infrastructure Service Management
• Location – London, onsite 2 days per week

Job purpose:

• Provide oversight and control of IT Change Management activities as part of the Service Management team
• Responsible for ensuring the effectiveness of Change Management processes to support the CLS Change programme.
• Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures.
• Produce relevant Management Information to accurately represent performance of the services provided to the business.
• Provide Service Management oversight for new business services supporting the CLS Corporate strategy.
• Responsible for assisting and guiding project teams working to deliver new services into the BAU environment.
• Responsible for the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services.

Key responsibilities include:

Strategic

• Responsible for ensuring the effectiveness of change management processes to support the CLS change programme.
• Responsible for assisting in the service integration of a fully functioning service support model, which integrates the delivery from Managed Service Providers and internal Technology departments to create a cohesive service capability for new innovative services.
• Responsible for demonstrating execution of project milestones for the delivery of service readiness through to Go-live, which will lead to effective day to day run and delivery.
• Assists in the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services.
• Provide Service Management oversight and support for the day-to-day provision of live business critical service in the Settlement portfolio to financial institutions and internal departments, through the management of key business partners and internal providers.
• Maintain effective relationships with key stakeholders and customers, e.g. Operations, Risk, IT Security, Financial Institutions and Regulators
• Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures.
• Produce relevant Management Information to accurately represent performance of work-stream delivery and services provided to the business.

Operational

• Ensure that production services are protected through a rigorous change control process that minimizes operational risk
• Ensure that the Service Management Framework remains current and is aligned to the strategic direction of the business.
• Define the non-functional requirements and business expectations for selected new services through a rigorous and highly interactive process with all key stakeholders.
• Provide Service Management support for the Business Change Programme through the creation of Service Design Packages and Service Acceptance into the Production environment.
• Support the Head of Service Management in the creation of SIAM (Service Integration and Management) principles and contracts with primary Managed Service Providers to underpin the creation of Service Support Models.

Leadership

• Engage across the Technology organization to ensure all teams drive appropriate support for the live and test services.
• Perform direct vendor management for key managed service providers, tracking performance against SLAs and delivery.
• Create, manage and maintain SLAs and OLAs to continue to drive efficiency within the organization and overall performance of the service.
• Provide ownership of the Service Acceptance process in support of the delivery of changes into Live Service in collaboration with the Project Framework.
• Develop, collate and produce MI that allows measurement of service performance and provides management information for the wider organization.
• Maintain and improve the execution of Disaster Recovery performance.
• Own and manage the delivery of the Network services which support new business critical services.
• Provide input and support for audit and regulatory engagements.
• Provide 24/7 on-call cover on a rotational shift basis.
• Perform Critical Incident chair role, managing vendors and teams in the event of major incidents.
• Provide oversight and control of IT Change Management activities as part of the Service Management team.

Knowledge, skills and abilities:

• 5+ years of Service Management experience.
• 3+ years of Change Management experience, including designing and running Change Advisory Boards.
• Strong understanding of Operational Change best practice.
• Experience of managing a highly resilient / high availability IT infrastructure / capability.
• Experience of defining, promoting and maintaining ITIL Service Management processes.
• Proven track record to manage the recovery of complex technical issues.
• Experience of providing education to technical users for ITIL process execution.
• Experience of managing Vendors and Strategic Partners.

Desired

• Experience of working as a Service Delivery Manager, delivering business critical Production Services in a Financial Institute or Major IT Service Provider
• Technical vendor management / account management experience
• Knowledge of managing Changes, Incidents and Problems in ServiceNow

Qualifications / certifications:

Essential

• ITIL Certified in at least one of the ITIL Service Management Lifecycles

Desired

• ITIL v3/4 Expert
• Six SIGMA Yellow or Green belt
• Agile Service Manager

Our commitment to employees:

We are a small company with a big mandate, so every person is essential to our success. We are also committed to employing and retaining the most talented and dedicated people.

What makes us interesting goes beyond our competitive salaries and great benefits. Our work environment is designed around quality outcomes, not output. The FX market would cease to function without our services, and we take pride in being responsible for keeping it running smoothly.

We are different from other financial institutions in that we have a flatter and more transparent structure with accessible leadership. You will be seen, heard and empowered to develop your career.

We are a purpose-driven organization, with an inclusive culture that focuses on doing what is right. The well-being of our people is as important to us as the resilience of our systems. In addition to encouraging our people to ‘locate for their day,’ we run a range of initiatives that support employees’ sense of belonging and physical, emotional and mental well-being.

Our extensive benefits for employees typically include:

• Vacation/annual leave: 25 days in UK/Asia + 3 life days, 23 in US + 3 life days
• Private medical and dental cover and life insurance
• Generous pension contributions in the UK and Asia; matching 401(k) in the US
• Paid volunteer days
• ‘Locate for your day’ hybrid working – 2 days a week in office.
• Access to Discover – our learning platform with 1000+ courses from LinkedIn Learning.
• Paid parental leave / Coaching and support services
• Career development / LinkedIn Learning
• ‘Heads down days’ with no meetings on the last Friday of every month
• Wellbeing / Mental health support
• Diversity Council / Affinity groups (Women’s Forum, Black Employee Network, Pride Network, Parents & Caregivers Network, Sustainability Network)
• Social events

Awards:

• The Sunday Times Best Places to Work 2023 & 2024 / Big Company / The Sunday Times Awards
• Third place in Britain’s Healthiest Workplace 2022 / Medium Company / Vitality Awards