Trusted by thousands of counterparties within the global FX ecosystem, CLS makes FX safer, smoother and more cost effective. Trillions of dollars worth of currency flows through our systems each day. Created by the market for the market, our unrivaled global settlement infrastructure reduces systemic risk and provides standardization for participants in many of the world’s most actively traded currencies. We deliver huge efficiencies and savings for our clients: in fact, our approach to multilateral netting shrinks funding requirements by over 96% on average, so you can put your capital and resources to better use. Our complementary products are designed to enable you to manage your risk most effectively across the full FX lifecycle – whether through more efficient processing tools or market intelligence derived from the largest single source of FX executed data available to the market.

About CLS:

CLS is the trusted party at the centre of the global FX ecosystem. Utilized by thousands of counterparties, CLS makes FX safer, smoother and more cost effective. Trillions of dollars’ worth of currency flows through our systems each day.

Created by the market for the market, our unrivalled global settlement infrastructure reduces systemic risk and provides standardization for participants in many of the world’s most actively traded currencies. We deliver huge efficiencies and savings for our clients: in fact, our approach to multilateral netting shrinks funding requirements by over 96% on average, so clients can put their capital and resources to better use.

CLS products are designed to enable clients to manage risk most effectively across the full FX lifecycle – whether through more efficient processing tools or market intelligence derived from the largest single source of FX executed data available to the market.

Our ambition to make a positive difference starts with our people. Our values – Protect, Improve, Grow – underpin everything that we do at CLS and define and shape a supportive and inclusive working environment in which everyone is encouraged to be open and forward-thinking.

Job information:

Functional title - Infrastructure Service Management
Department – Service Management
Corporate level – Associate Vice President
Report to – Vice President, Infrastructure Service Management
Location - London, onsite 2 days per week

Job purpose:

Provide oversight and control of IT Change Management activities as part of the Service Management team
Responsible for ensuring the effectiveness of Change Management processes to support the CLS Change programme.
Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures.
Produce relevant Management Information to accurately represent performance of the services provided to the business.
Provide Service Management oversight for new business services supporting the CLS Corporate strategy.
Responsible for assisting and guiding project teams working to deliver new services into the BAU environment.
Responsible for the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services.

Key responsibilities include:

Strategic

Responsible for ensuring the effectiveness of change management processes to support the CLS change programme.
Responsible for assisting in the service integration of a fully functioning service support model, which integrates the delivery from Managed Service Providers and internal Technology departments to create a cohesive service capability for new innovative services.
Responsible for demonstrating execution of project milestones for the delivery of service readiness through to Go-live, which will lead to effective day to day run and delivery.
Assists in the Governance and appropriate assessment of all Non-Functional Requirements & Business Expectations for new and existing services.
Provide Service Management oversight and support for the day-to-day provision of live business critical service in the Settlement portfolio to financial institutions and internal departments, through the management of key business partners and internal providers.
Maintain effective relationships with key stakeholders and customers, e.g. Operations, Risk, IT Security, Financial Institutions and Regulators
Ensure IT Services are appropriately governed and managed through the control and oversight of relevant Service Management Processes and Procedures.
Produce relevant Management Information to accurately represent performance of work-stream delivery and services provided to the business.

Operational

Ensure that production services are protected through a rigorous change control process that minimizes operational risk
Ensure that the Service Management Framework remains current and is aligned to the strategic direction of the business.
Define the non-functional requirements and business expectations for selected new services through a rigorous and highly interactive process with all key stakeholders.
Provide Service Management support for the Business Change Programme through the creation of Service Design Packages and Service Acceptance into the Production environment.
Support the Head of Service Management in the creation of SIAM (Service Integration and Management) principles and contracts with primary Managed Service Providers to underpin the creation of Service Support Models.

Leadership

Engage across the Technology organization to ensure all teams drive appropriate support for the live and test services.
Perform direct vendor management for key managed service providers, tracking performance against SLAs and delivery.
Create, manage and maintain SLAs and OLAs to continue to drive efficiency within the organization and overall performance of the service.
Provide ownership of the Service Acceptance process in support of the delivery of changes into Live Service in collaboration with the Project Framework.
Develop, collate and produce MI that allows measurement of service performance and provides management information for the wider organization.
Maintain and improve the execution of Disaster Recovery performance.
Own and manage the delivery of the Network services which support new business critical services.
Provide input and support for audit and regulatory engagements.
Provide 24/7 on-call cover on a rotational shift basis.
Perform Critical Incident chair role, managing vendors and teams in the event of major incidents.
Provide oversight and control of IT Change Management activities as part of the Service Management team.

Knowledge, skills and abilities:

5+ years of Service Management experience.
3+ years of Change Management experience, including designing and running Change Advisory Boards.
Strong understanding of Operational Change best practice.
Experience of managing a highly resilient / high availability IT infrastructure / capability.
Experience of defining, promoting and maintaining ITIL Service Management processes.
Proven track record to manage the recovery of complex technical issues.
Experience of providing education to technical users for ITIL process execution.
Experience of managing Vendors and Strategic Partners.

Desired

Experience of working as a Service Delivery Manager, delivering business critical Production Services in a Financial Institute or Major IT Service Provider
Technical vendor management / account management experience
Knowledge of managing Changes, Incidents and Problems in ServiceNow

Qualifications / certifications:

Essential

ITIL Certified in at least one of the ITIL Service Management Lifecycles

Desired

ITIL v3/4 Expert
Six SIGMA Yellow or Green belt
Agile Service Manager

Our commitment to employees:

At CLS, we celebrate diversity and consider this to be one of our strongest assets. We are committed to fostering an environment in which everyone feels comfortable to be who they are, and inclusion is valued. All employees have access to our inclusive benefits, including:

Holiday - UK/Asia: 25 holiday days and 3 ‘life days’ (in addition to bank holidays). US: 23 holiday days.
2 paid volunteer days so that you can actively support causes within your community that are important to you.
Generous parental leave policies to ensure you can enjoy valuable time with your family.
Parental transition coaching programmes and support services.
Wellbeing and mental health support resources to ensure you are looking after yourself, and able to support others.
Affinity Groups (including our Women’s Forum, Black Employee Network and Pride Network) in support of our organisational commitment to embrace and always be learning more about DE&I.
Hybrid working to promote a healthy work/life balance, enabling employees to work collaboratively in the office when needed and work from home when they don’t.
Active support of flexible working for all employees where possible.
Monthly ‘Heads Down Days’ with no meetings across the whole company.
Generous non-contributory pension provision for UK/Asia employees, and 401K match from CLS for US employees.
Private medical insurance and dental coverage.
Social events that give you opportunities to meet new people and broaden your network across the organisation.
Annual flu vaccinations.
Discounts and savings and cashback across a wide range of categories including health and retail for UK employees.
Discounted Gym membership – Complete Body Gym Discount/Sweat equity program for US employees.
All employees have access to Discover – our comprehensive learning platform with 1000+ courses from LinkedIn Learning.
Access to frequent development sessions on a number of topics to help you be successful and develop your career at CLS.

Assistant Vice President, Infrastructure Service Manager

Offer summary

Qualifications:

Key responsibilities:

Job description

Required profile

Experience

Hard Skills

Other Skills

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