Investment Application Support Manager

We are seeking an Investment Systems Run Manager responsible for overseeing a broad and complex set of applications and processes. This role involves leading a team of technical support staff supporting both in-house and vendor SaaS applications used across Vanguard's Investment Management and Finance divisions.

Key responsibilities include:

• Providing high-impact first-line support to UK trade floor teams (such as Equity Index, Fixed Income Index, Fixed Income Active, Stock Lending & Capital Markets), as well as supporting teams in the middle and back office in Europe that serve the investment teams and Funds.
• Managing all batch processing for US start-of-day to ensure systems complete their processes timely, enabling the investment teams to operate effectively.
• Hiring, evaluating, and supporting team members; providing guidance and training; setting performance standards; reviewing performance; making compensation decisions in line with HR policies.
• Managing IT operations for all systems within our IT division (Global Investment and Financial Systems - GIFS).
• Collaborating with other global Run Managers to deliver 24/7 support across international teams (Melbourne, London, Dublin, Philadelphia, Scottsdale).
• Acting as the voice of the client, ensuring their pain points and technology sentiments are understood and communicated to senior leadership.
• Representing Vanguard in communications with BSPs and SaaS providers alongside business owners.
• Overseeing third-party relationships, including intragroup and external vendors, managed from the US but serving UK and EU teams.
• Working with management to develop staffing and operational plans; participating in setting department goals as part of the GIFS UK leadership team.
• Monitoring and reporting on service metrics and performance to business partners and compliance teams.
• Implementing policy and procedural changes to meet evolving business needs; leading continuous improvement initiatives.
• Assisting in developing and managing the department budget, ensuring expenses stay within guidelines.
• Ensuring staff compliance with IT and security policies, verifying deliverables meet requirements.
• Maintaining awareness of industry and regulatory changes impacting technology and processes.
• Handling Major Incident Management effectively, ensuring timely resolution and minimal downtime; communicating with senior leadership during incidents.

Qualifications:

• Undergraduate degree or equivalent experience.
• Strong understanding of business processes and systems.
• Experience with ITIL practices (Incident, Request, Change, Problem).
• Proven track record in incident management within a service organization.
• Experience managing a client-facing trading floor support team.

Vanguard employs a hybrid working model, combining flexibility with opportunities for in-person collaboration. Our culture emphasizes mission-driven, collaborative work to support client outcomes and enrich employee experience.