Investment Application Support Manager

We are looking for an Investment Systems Run Manager who will take on production ownership of a wide ranging and complex set of applications and processes. Managing and leading a team of technical support staff who support both in-house and vendor SaaS applications, used across the Investment Management and Finance Organisations in Vanguard. Provide management of first line, high impact support to all UK trade floor teams (Equity Index, Fixed Income Index, Fixed Income Active, Stock Lending & Capital Markets), teams supporting the investment process on the floor (Investment Strategy, Investment and Operational Risk). In addition support all teams across the middle and back office environment in Europe who provide services to the Investment management team and the underlying Funds. This role will also have additional responsible for the support off all batch processing for US start of day, ensuring that all systems complete their start of day processes and the investment teams are ready for their business day.

Core Responsibilities

• Hires, evaluates, and support crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Responsible for running the IT operations across all systems owned and delivered by our IT sub-division (Global Investment and Financial Systems (GIFS)).
• Works closely with other Run Managers across the Globe to provide round the clock support services to globally distributed teams (Melbourne, London, Dublin, Philadelphia, Scottsdale).
• Act as the voice of the client across all business teams, ensuring pain points and technology sentiment is understood and communicated broadly across the senior leaders within UK and GIFS more broadly.
• Responsible for presenting Vanguard\’s voice to BSPs as well as SaaS providers alongside business owners.
• Oversight of third parties including intragroup third and fourth party relationships managed from US but consumed by UK and EU teams.
• Works closely with management to develop and implement staffing and operational plans for the UK run team. Participates in the development of short and long term department goals as part of the GIFS UK Leadership team.
• Monitors and reports on service delivery metrics and overall performance to business partners within Investments and to other teams in compliance, Enterprise Risk and Business Continuity.
• Develops and implements changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identifies opportunities for continuous improvement. Leads quality initiatives to improve the delivery of service levels. Works with senior management in the planning, development, and execution of short and long range goals.
• Participates in the development of the department budget. Reviews expenses and ensures department operates within budgetary guidelines.
• Ensures staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements.
• Maintains a sound understanding of industry and regulatory changes likely to impact the operation of the technology and business processes.
• Well versed at Major Incident Management, can ensure constant drive for resolution and restoration of service by bringing together respective teams within IT and the business in a timely and constructure way to fix issues with as little unavailability as possible.
• Can handle Senior Leadership communications during Major Incidents and comfortable updating Department and Sub-Division heads in a timely and succinct manner.
• Undergraduate degree or equivalent combination of training and experience.
• Ability to demonstrate excellent understanding of business processes and systems.
• Proven experience in ITIL Practices (Incident, Request, Change and Problem).
• Proven track record in service organisation providing incident management services.
• Proven experience of managing a front-line client facing trading floor.
• Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.