Service Management Lead

Who we’re looking for

Reporting to the IT Manager – Service Management APAC, the responsibility of the Service Management Lead will be to ensure consistent, high quality delivery of IT Services to the business by enforcing the Global Service Management principles across the APAC region.

The role will primarily cover a range of ITSM processes, which includes but not limited to Incident Management, Request management, Change management, Problem Management, Catalogue Management, Major Incident Management, Service Integration, Hardware Asset and Configuration Management, ensuring alignment to global standards whilst doing so.

The role will cover from the APAC start of day and requires a flexible and priority driven work approach as service escalations will require immediate response. Some activities may need to be performed outside core business hours, and include being on-call during weekends and public holidays. The candidate will be expected to work collaboratively with other colleagues, both locally, within region and globally. Vendor management skill is also key, given our multi-vendor environment. Good communication skill is a must, both to business users and others within Global Technology.

The candidate will be expected to design, manage and on-board services and processes through Continual Service Improvement, and play an instrumental delivery role within formal projects or BAU initiatives.

About Schroders

We’re a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.

We have around 4,000 people on six continents. And we’ve been around for over 200 years, but keep adapting as society and technology changes. What doesn’t change is our commitment to helping our clients, and society, prosper.

The team

IT at Schroders is not just about technology; it's about problem solving using cutting edge technology to support the business and deliver high end solutions. We encourage innovation and value excellence. We are a global function that’s managed locally, and this allows us to develop and deploy systems and processes across our international offices. To learn how we’ve grown, explore our interactive timeline to see how we’ve been shaping financial futures since our very beginnings.

The GT EPS team provides high quality support and project/change capability for all infrastructure and service components both in Singapore and across the Asia-Pacific region, working closely as part of the global team.

What You Will Do

• Responsible for ITSM processes and related services across the APAC region
• Track and drive SLA compliance for all incidents and requests, flagging trends with the responsible operation leads across Global Technology
• Conduct problem investigation, drive outstanding problem task to closure
• Manage global Major incidents during APAC time zone
• Facilitate on boarding of new services to be ready for production support
• Have an oversight of change records and drive process adherence and improvement
• Tooling administration, keep components updated, such as Dashboards, Service Catalogue and CMDB
• Be an advocate for the Global IT Service Management team by enforcing global standards and processes, yet ensuring they meet APAC requirement by participating in the improvement of global process
• Work with Global IT teams, functional owners and vendors to deliver consistent service throughout the APAC region.
• Actively seek areas for proactive improvement which realise efficiencies or improve the service delivery offering.
• Produce service governance materials and assist in representation of IT to the business.
• Vendor management in a multi-vendor environment 

The Knowledge, Experience and Qualifications That You Need

• Have a history of working in a mission-critical environment.
• Background in financial services or similar regulated industry.
• Advanced knowledge of ITIL Service Operation processes, and broad understanding for the rest of ITIL framework processes, and associated toolings.
• Minimum 3 years' experience working in a Service Management function. 
• Exposure to a broad range of infrastructure and end user related technologies.
• A general appreciation of infrastructure and application architecture.
• Experience in managing major incident management, incident and request management, SLA management, problem management, change management and vendor management. 
• Experience with usage / administration of ServiceNow toolset.
• Positive attitude capable of remaining positive when under pressure.
• Excellent verbal and written communication skills, able to work collaboratively in a regional team.
• A flexible approach to working hours as evening and weekend escalated on-call work is required.
• Good problem solving skills.
• Ability to deal credibly with business and technical users at all levels of the organisation.
• Strong multi-tasking abilities.
• Someone who can operate in a fast changing environment and take ownership of their work.
• Someone who will challenge the status quo and improve the overall user experience.
• Strong organisational and time management skills.
• Experience working in a matrix managed environment.
• Ability to work as part of a team across time zones and to share information with the wider team.
• An inquisitive thinker, with attention to detail.
• Strong vendor management skills. 

The Knowledge, Experience and Qualifications That Will Help

• An understanding of fund management business and processes.
• Previous experience working in a Service Management function
• Experience of working with commercial or in-house application packages that support the asset management industry.
• Exposure to broad range of infrastructure such as Wintel, Database, Networking technologies, Cloud, automation, VDI and enterprise storage solutions. 

What you’ll be like

• A keen team player with the ability to work across time zones and culture
• Desire to care about the details
• Committed to deliver innovative and quality service
• A great problem solver
• Self-motivated and enthusiastic
• Able to be flexible and work under pressure and with tight deadlines
• Willing to learn and willing to train 

We recognise potential, whoever you are

Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.

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