IT Service Manager - United Kingdom - Fastmarkets Group

Description

Fastmarkets is an independent commodity pricing and information organisation with over 600 staff. We are fuelled by values that bring us all together and are united by a collective passion to make a difference. We are supported by a working model that is based ona hybrid approach that allows each of us to balance home and office working while encouragingeffective collaboration and accountability.

Fastmarkets is the most trusted Price Reporting Agency (PRA) in the metals, mining, agriculture, forest products, and energy transition markets. Our price data, forecasts, and market analyses give our customers strategic advantage in complex, volatile, often opaque markets. Our events provide forums for market participants to come together, trade, and talk through the critical issues of our times.

We are making a difference. Fastmarkets works to create transparent commodity markets through our reliable and trusted price data and market intelligence. The markets we serve are central to how economies work and are essential for our lives. By doing this, Fastmarkets helps our customers build a more sustainable world. We are built on a 130-year foundation while bringing a digital platform to market, combining the currency of trust with the power of digital.

Most importantly, we are fuelled by our teams that, across the globe, make the amazing possible. With a deep sense of purpose and belonging, we are building an extraordinary future – together. If you would like to help build the future, we hope you will join us on our journey.

Fastmarkets is owned by global private equity firm Astorg, a specialist investor in healthcare, software, technology, business services and technology-based industrial companies.

Job Description

The Role

The IT Service Manager oversees the provision of IT services to the Fastmarkets business delivered by both internal technology teams and external providers. The role is responsible for establishing processes and actions that ensure that our system is stable and secure, and that the delivery of IT services and problem solving is customer-centric, professional, and timely. They provide leadership and guidance to members within the team.

PRINCIPLE ACCOUNTABILITIES

• Lead the day-to-day delivery of IT services to the organisation & service desk.
• Implement and maintain a robust service delivery framework (ITIL) appropriate to Fastmarkets' size and needs.
• Identify and lead the continual improvement initiatives to enhance the functions' ability to deliver IT services to end users
• Advise & partner with Fastmarkets Applications Delivery & Digital platforms technical teams to embed ITIL standards into their workflows.
• Management of Fastmarkets' MSP including:
  • Periodical service review meetings.
  • Partner with the managed service provider, to deliver continuous improvement and service objectives against their KPIs
  • Ensure Fastmarkets maximizes value from MSP
  • Ensure that responses to day-to-day reactive maintenance issues are done so with customer-focused, helpful approach.
  • Measure, monitor, and manage Fastmarkets satisfaction with the Service Provider and overall IT service owning and delivering remediation planning as required
  • Provide early warning to the Business Stakeholder executives regarding degraded or missed service levels.
  • Overseeing maintenance strategies, maximising operational IT investment
• Partner with all departments, providing advice and identifying operational technology needs
• Develop and maintain IT policies and procedures, providing workshops, training and/or guidance to users as required
• Due diligence IT input to new acquisitions and developments
• Contributing to the strategic plan for the development of IT systems
• Accountable for:
  • IT service desk
  • System management (maintenance, support, small change, system administration, supplier management and business relationship management)
  • IT asset, operations, and infrastructure management
  • Application of Information security management standards to in-scope systems
  • Define and embed industry good practice across the function using the ITIL framework
  • Develop and maintain effective working relationships with the FM SLT
  • Tracking, prioritising, and resolving issues and risks throughout the function
  • Managing Third Party deliverables and relationships in line with contractual obligations
  • Delivering to SLAs and KPIs defined and agreed with business customers
• Conduct service level reviews with leadership, plan & remediate accordingly
• Participate in testing of Disaster Recovery plans as necessary and monitor results of business continuity testing
• Consult on the definition and execution of the Service Provider's Disaster Recovery Plan to ensure business continuity, align with Business Continuity plans.
• Provide direction and leadership in developing the Fastmarkets business processes that ensure contractual compliance

KEY INTERFACES

• Head of IT Service and Application delivery
• Head of Information Security
• Chief Operating Officer
• Cross functional senior business leadership

Qualifications

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world's leading and most trusted price reporting, events, and intelligence service for the markets we serve. We're proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.

If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...

KNOWLEDGE, EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

• Strong experience in setting up and maintaining ITIL (or similar best practice) service frameworks.
• Significant experience as an IT Service Manager in a Global, fast-growing organisation.
• Ability to engage in open, honest conversations with members of the Senior Management Team, peers and junior colleagues when discussing project performance, risks and issues
• Ability to "de-tech" conversations with business stakeholders
• Must be able to work autonomously, effectively in a matrix organisation and as a leader to motivate and drive outcomes
• Good Microsoft office 365 experience including advanced analytic & presentation skills
• Strong technical management and leadership background in a similar sized organisation
• Experience of running senior stakeholder meetings e.g., steering groups as well as workshops to facilitate an agreed decision/ outcome
• Broad business knowledge including commercial, financial, and technical awareness
• Be able to balance task orientation with people orientation i.e., focus on delivery of the plan, but not to the exclusion of all else, be able to influence both staff and team members
• Be commercially astute; have extensive experience of commercial negotiations with suppliers that you can draft/input into first versions of a services or outcome contract

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Additional Information

Our Values

Fastmarkets people come from all different walks of life. It's this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers' experience and our business performance
  
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
  
• GROWTH MINDSET . This value enables us to be nimble to the changing realities and operate with a sense of urgency
  
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
  
• CUSTOMER CENTRIC. We are customer-centric in all that we do
  
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

You've read a little about us – now it's over to you

If you like what you've read so far and think you can see yourself as a Fastmarkets person, it's time to fill in your application form. This form is an important part of the selection process: it's used to determine whether or not you'll be chosen to have an interview and acts as a basis for the questions we'll ask you on the day.

It's vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you're great.