At a Glance
- Tasks: Lead a team to ensure top-notch support for investment technology systems.
- Company: Join a leading global investment firm with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact in the financial services sector while developing your leadership skills.
- Qualifications: Experience in IT leadership within investment management and strong technical skills required.
The predicted salary is between 60000 - 80000 £ per year.
The Technology Service Delivery Lead is a senior technical leadership role responsible for the stability, reliability, and continuous improvement of the end-to-end technology environment supporting Mercer Investments' global investment operations.
The role owns Level 2/3 production support across all investment management applications—including order and execution management, portfolio accounting, risk analytics, market data, and client reporting—and serves as the primary escalation point for critical incidents that impact investment workflows.
This hands‑on management position combines deep investment‑management domain knowledge with enterprise IT expertise.
The successful candidate will lead a team of application support analysts, define and enforce service‑management best practices, and act as a trusted partner to investment, operations, compliance, and technology teams to drive a culture of proactive, high‑quality support.
Responsibilities
- Own the end‑to‑end incident management lifecycle for all investment technology systems, from initial triage through root cause analysis and permanent resolution.
- Serve as the primary escalation point for P1/P2 incidents affecting trading, portfolio management, risk, and client reporting platforms; coordinate war‑room responses and drive timely resolution.
- Lead and manage a team of application support analysts, defining and enforcing service‑management best practices aligned with ITIL frameworks.
- Manage the governance and performance of the Marsh Mc Lennan AMS shared services partnership, ensuring delivery standards and SLA adherence.
- Define, implement, and continuously improve ITSM processes including Incident, Problem, Change, Release, and Configuration Management.
- Provide expert‑level support and consultation on core investment management platforms and complex system integrations.
Qualifications
- Significant relevant experience in IT leadership or management within investment management or financial services, demonstrating progressive responsibility.
- Deep knowledge of the investment management lifecycle and supporting technology platforms including OMS/EMS, portfolio accounting, risk analytics, and reporting tools.
- Strong technical foundation across enterprise infrastructure, including Windows/LINUX environments, networking, SQL/database querying, and API/integration troubleshooting.
- Solid understanding of ITIL‑aligned service‑management frameworks and experience with ITSM tooling such as Service Now or equivalent.
- Experience managing outsourced or shared services delivery partnerships, including SLA governance and vendor performance management.
- Familiarity with cloud platforms (Azure, AWS, or GCP) and scripting or automation tools such as Python or Power Shell.
- ITIL v4 Foundation certification or higher, PMP or equivalent project‑management qualification.
- Location & Work Arrangement
- Location: United Kingdom.
- This is a hybrid role requiring the candidate to work at least three days a week in the office.
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