Senior It Manager
Deutsche Bank
Total years of experience :16 years, 4 Months
Global IT Front Office Support Lead
Key Responsibilities:
• Global Head of CORE Services and 2 distinct Front Office IT Support teams of 100+ resources, located across the financial districts of London, New York and Singapore as well as in near shore and off shore locations.
• Accountable for Application Support (First and Second line), Problem Management, Incident Management, Change Management, Deployment Management and Client Management.
• Control of a 9m+ budget to support headcount
• Management of 2 India based Vendor teams ensuring adherence to SLA and Statement of Work.
• Project Lead for design and transformation of the change process for ALL Front Office applications in Deutsche Bank.
• Project lead within a transformation programme (Tradeplant) delivering improvements to Application Monitoring, Ready for Business checks, Runbooks and on-boarding of application for the Listed Derivatives, GLM, High Frequency Trading and FX Trading IT support teams.
Key Achievements:
• Complete transformation of the Listed Derivatives Operating Model, this included forming the team and designing and implementing the processes front to back for supporting the Business. This has received accolades across the global businesses for major improvement and on-going adherence with increased stability and speed to recover as its benchmark for success.
• Successful delivery of transformation projects implemented on time and above expectation due to resource constraints throughout the teams delivering into the Tradeplant program.
• Strong relationships built across the Businesses laying a foundation for future collaboration in 2014.
• Providing an improved and now World Class Application support group to the Listed Derivatives and GLM businesses.
Head of Service Management
Key Responsibilities:
• Effective management of a team of Service Managers responsible for the main London, Italian and South African Equity Markets, as well as the London (EDX) and the Norwegian (Oslo) Derivative Exchange platforms and all internal downstream and Desktop Services for the London Stock Exchange Group using ITIL best practice standards.
• Management of a virtual Service Management team in Milan running all services for the Borsa Italiana Exchange.
• Lead and manage operational performance against Service and Operational Level Agreements (SLA’s). This includes SLA’s and contracts with the Johannesburg Securities Exchange and Oslo Borse.
• Responsible for all Incident and Problem Management for all Services. Providing Incident reports back to impacted Exchanges, LSE Business owners and the FSA.
• Management of the overall LSE demand pipeline.
• Weekly reporting on all IT Services, detailing KPI adherence and Progression of Service Risks.
• Providing guidance and direction on relationship management ensuring its effectiveness is maintained for all Service Managers with their corresponding business owners.
• Service Manager for the Trading Dark Pool Baikal Service Line.
• Responsible for Financial Management of Operational costs.
• Attend external audits for ISO20000 certification and the follow up audit surveillance.
Key Achievements:
• Transformed the Service Management team in London, setting measurable KPI’s to ensure improvement was tracked and reported on.
• Set up a Service Management team in Italy, freeing technical resource to carry out their duties and dramatically improving communication across the entire LSE Group
• Enhanced client relationships and improved operational efficiency reducing organisational barriers post the in-sourcing of IT
• Wrote and gained sign off of SLA’s between the LSE and Oslo Borse for provision of the Cash Equity and Derivatives trading platforms
• Managed the Transferral of the Derivatives 3rd party 2nd line support into Service Delivery
Aug 2006 - Mar 2009 London Stock Exchange Service Manager
Key Responsibilities:
• To provide focus and direction for the IT services provided for Cash Equity Trading (TradElect) service.
• Management of the end to end IT service including test environments.
• Proactively monitored the service provided against SLA’s/KPI’s and reported on a monthly basis.
• Manage supply and delivery of development activities and the control of change within the environments.
• Responsible for Incident Management and communication of major live service issues.
• Identified and implemented service improvements that maintained alignment with business strategy.
• Management of 3rd Party Suppliers (Accenture) of the TradElect code base.
• Conduct Client Operational Meetings and internal reviews. Formulated and compiled Client Service Reports (including Financials).
• Attend external audits for ISO20000 certification and the follow up audit surveillance.
Key Achievements:
• Prepared Service Delivery and managed into Live Service the transition of the Trading SETS Interface from Tandem to Microsoft .Net operating systems, heading Incident and Problem management throughout the time in the role.
• Headed Problem Management team post the largest outage experienced in the Exchanges history, analysing root cause, making recommendations to board level and implementing tactical systems measures to provide greater resilience and hardening of the architectures components.
Service Manager
Responsibilities:
• Responsibilities as above but for the Fix Gateway/trade reporting environment and the Regulatory News Service.
Service Desk Lead
Responsibilities:
• Managed a team of 8 staff responsible for the external Technical Helpdesk for the Cash Equity Market, Customer testing prior to entering into production trading and enablement of clients onto the Trading Platform.