IT Service Lead, Gas Trading, US

Responsibilities

• Manage a team of support staff to provide a first-class service to all users.
• Take ownership of critical incidents and act as a point of escalation for any reported issues, ensuring communication is both regular and professional.
• Provide coaching, mentoring and performance guidance to the team.
• Management of business expectations and the setting of organisational standards for customer service.
• Ensure that all incidents and requests are effectively recorded into Jira by the team, with timely feedback being provided to the business/stakeholders as required.
• Maintain operational integrity of the production estate and ensure effective service delivery to agreed levels.
• Proactively monitor applications for availability, capacity, and performance.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Manage the communication process for outages and/or emergency activities.
• Cultivate relationships with peer group, senior stakeholders, and third-party vendors.
• Present meaningful measures around service performance, trends, and other statistics to senior management as and when required.
• Co-manage established budgets and forecasts to control capital and operational expenditure.
• Manage IT assets and inventory (from procurement to sunset).
• Co-manage the deployment operations for releases and patches (in coordination with other teams).
• Provide thought leadership and champion continual service improvement to drive efficiency and service quality.
• Co-develop the strategy and plan for enabling a global (24/7) IT helpdesk capability.
• Participate in a wide variety of global projects, improvements, and control activities to enable growth in business footprint, innovation, and digital transformation.
• Occasional work outside of normal business hours may be required at times, for major incidents or escalations.

Qualifications

• Relevant experience managing service desk operations or desktop and applications support teams, preferably in a trading or financial services context.
• Excellent organisational and leadership skills with strong stakeholder management experience.
• Solid resource planning and problem-solving skills.
• Proven experience in vendor management and outsource IT services.
• Proficiency in leading local and remote teams.
• Knowledge of ITIL framework, certification an advantage.
• Good understanding of relevant processes and practices (incident management, change management, request fulfilment, problem management etc.).
• Excellent verbal and written communication skills.
• Strong experience using ITSM tools (Jira, ServiceNow, Remedy etc.).

Desirable

• Project management experience.
• Jira administration and automation experience.
• Experience managing small change.
• Domain knowledge of energy physical and financial commodities and derivatives.
• Experience supporting users in a cloud-first environment.