IT Service Delivery Manager – Janus Henderson Graduate Scheme London

Overview

Position Title: IT Service Delivery Manager

Company:  Janus Henderson Investors

Location: London, UK

Job Description:

We are a leading independent global asset manager, dedicated to delivering the best outcomes for our clients through a highly diversified range of actively-managed products. We are truly global, supporting our individual and institutional investors across a range of products, encompassing equities, fixed income, multi-asset and alternatives. Our high-energy and collaborative culture at Janus Henderson helps our client achieve their goals and ensures that our people love the place they work.
Our culture is the foundation for how we interact with clients and one another as part of our unique, people-focused work environment. We support a flexible hybrid working model that allows teams to build a strong and positive culture by inspiring innovation and increasing collaboration. Currently our hybrid working model allows employees to work 2 or more days in office and the remaining time remotely.

Responsibilities:

• Have day to day management and responsibility for Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations.
• Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams
• Participate as a Major Incident Manager process (MIM) for P1 / P2 incidents.
• Onboard news services onto the service desk ensuring the appropriate training for staff and process are put in place
• Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to
• Input into service level review process with the business and 3rd party service providers
• Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider).
• Provide mentoring and training to members of the team, ensuring consistent standards of excellence and professionalism
• Assists in solving problems using technical knowledge where appropriate
• Provide follow up to partners on critical issues
• Track ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place
• Project Manage various rollouts of Products as assigned
• Support for Executive Level end users
• Provide support to UK and European JHI offices
• Travel to other JHI offices including international if required.

Requirements:

• IT Technical management experience preferred
• Strong Leadership skills and ability to impact change
• Experience of leading a team
• Excellent oral and written communication skills
• Excellent customer service skills
• Experience of collaborating with senior partners and Executive team
• Cross-functional Relationship building skills
• Strong organizational skills, time management skills
• Able to work in a team-oriented environment
• Practical Working knowledge of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite
• Knowledge of Apple IOS products desirable
• Solid understanding of Infrastructure technologies (Networking, Server etc)
• Project Management skills

Benefits:

• Experience working in a technical support environment required (includes technical Help Desk)
• Management and team building abilities with shown success of working as part of a team and developing staff.
• Good interpersonal skills for leading staff, dealing with staffing issues and working with employees at all levels within the company.
• Ability to resolve complex problems positively and professionally.
• Highly motivated and proactive with a passion for technology and technical detail with a can-do attitude. Act with urgency as appropriate.
• Willingness to show initiative and to seek and achieve improvements to processes and technology.
• Ability to operate calm under pressure with experience of a high pressured and regulated environment preferred.
• Able to update customers and/or Senior IT and Business Management with info that is clear, precise and understandable, presenting information in a clear and compelling manner
• Good time management and planning skills – handling personal and team workload effectively, setting realistic and achievable targets and delivering those targets
• Participation in the onboarding of projects and new technologies into Service Desk. Ensuring staff are appropriately trained and skilled.