Euromoney Institutional Investor

  • Head of Customer Service & Service Management

    Job ID
    Aug 2018-7962
    Department
    Euromoney Institutional Investor
    Location
    London
    Contract Type
    Permanent Full-Time
    Category
    IT/Web Development
  • Job Advert

    About Euromoney

     

    Euromoney Institutional Investor PLC is listed on the London Stock Exchange and is a member of the FTSE 250 share index. It is an international business-to-business media group focused primarily on the asset management, banking and commodities sectors under brands including Euromoney, Institutional Investor and Metal Bulletin.  It is a leading provider of economic and investment research and data under brands including BCA Research, Ned Davis Research, and the emerging market information providers, EMIS and CEIC. The group also runs an extensive portfolio of events for the financial and commodities markets. Its main offices are in London, New York, Montreal, Hong Kong and Sofia, and more than a third of its revenues are derived from emerging markets.

     

    Euromoney is a dynamic organisation with a newly independent status, following a share buy back from DMGT plc, and ambitious growth plans.

     

    About the Function

     

    The Group’s Central Technology function works with and complements the business focused (outward) Divisional technology teams. It is principally responsible for delivering core shared services (inward) across the Group. Due to its group wide coverage it is able to leverage economies of scale and provide subject matter expertise in a range of core disciplines.

     

    The Service Delivery team provides core shared infrastructure and security services across the divisions. It delivers reliable, secure and cost effective core services (e-mail, file+print, end user computing, back-office applications, infrastructure and networks). The DevOps team support and maintain the centrally hosted divisional websites, providing 24x 5 coverage. The Information Security team develops, implements and maintains security controls to mitigate the ever-increasing risk of cyber threats.

     

    The Central Platforms development team support and maintain the Group’s suite of centrally developed platforms (publishing and subscription management), used extensively across the divisions. The platforms are developed in line with business demand. The team is also responsible for maintaining and iterating development best practice and quality standards, sharing and promoting their adoption across the divisions.

     

    The Project Management Office is responsible for overseeing the portfolio of central technology projects, providing expert guidance and support to the project management team and stakeholders to deliver projects to time, budget and quality.

     

    The Central Technology function also oversees risk, audit, compliance and disaster recovery processes across the Group, working closely with the Risk function and divisional teams.

     

    The Role

     

    This is a senior role and a member of the Service delivery management team. The role has global 24/5 coverage and responsibility for 1st and 2nd line customer support operations, service processes and assurance management, alongside technology procurement (UK). The role also offers the opportunity to work directly with the Central Technology senior management team in a number of critical areas.

     

    As a member of the Service delivery management team you will have input and influence over the Service delivery team’s roadmap (in the context of the wider Central Technology roadmap), helping to assure delivery of key objectives and goals, alongside helping to build trust and respect with our business stakeholders.

     

    Key responsibilities include:

    • Owning and continuous development of our customer service excellence programme
    • Responsible for 1st and 2nd line support teams (Service desk teams, working alongside Hong Kong based IT Manager). Driving a continuous service improvement ethos.
    • Responsible for service management systems and processes (ITIL based), engaging both service delivery and development teams, alongside key business stakeholders
    • Effective coordination of Central Technology Disaster recovery (DR) and Business Continuity Plans (BCP) and processes

    Principle Responsibilities

    • Promoting a continuous service improvement approach across the team and the wider Central Technology function
    • As part of owning and developing our customer service excellence programme working with key business stakeholders to understand challenges and perception of service (measuring improvements)
    • Championing and delivering awareness and education of key productivity and collaboration tools, including user forums
    • Effective management of the central technology procurement function
    • Effective support and management of direct and indirect reports, ensuring scheduled 121, objective setting, maintaining job descriptions and pay /bonus reviews
    • Work with the central HR function and technology team to maintain employee on-boarding and off-boarding processes (e.g. induction)
    • Recruitment, management and development of a talented team
    • Maintaining the central technology DR plan, working with management team. Effective coordination of business continuity /DR testing (central technology and wider)
    • Effectively management of strategic vendors
    • Effective tracking and coordination of vendor contracts, including financial reporting, renewals, contract clauses, central contract repository
    • Effective management of department budget

    Skills/ Experience Required 

    • A strong technology support / operations background with excellent customer service skills
    • Strong team management experience (hiring, managing and retaining talent). Getting the best out of team members.
    • Track-record of delivering customer service excellence (including KPI management)
    • Expert experience of ITIL implementation to improve service quality
    • Experience of managing key stakeholder relationships, to improve service quality, while building trust and respect
    • Good experience of vendor management, including negotiation and contract review
    • Good experience of project methodologies and lifecycle
    • Financial skills - managing a department budget and working closely with the finance team
    • Expert knowledge of business continuity /disaster recovery process
    • Good knowledge and experience of technology audit and risk processes
    • Good knowledge of HR and financial management business processes
    • Technology Procurement experience

    Knowledge/ Qualifications 

     

    Prefer BA/BS

    ITIL certification

     

    Key Stakeholders

    • Service delivery senior management team
    • Key business stakeholders
    • Central Technology senior management team
    • Development team Heads
    • HR Business partner and Finance manager
    • Divisional CTOs and Heads of Technology
    • Group CIO

     

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