It Service Management Analyst

Company Description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

IQEQ is a preeminent service provider to the alternative asset industry. IQEQ works with managers in multiple capacities ranging from hedge fund, private equity fund, and mutual fund launches; private equity fund administration; advisory firm set-up, regulatory registration and infrastructure design; ongoing regulatory compliance (SEC, CFTC, and 40 Act); financial controls and operational support services; compliance and operational related projects and reviews; and outsourced CFO/controller and administration services to private equity fund investments – portfolio companies, real estate assets and energy assets. Our client base is growing, and our existing clients are engaging the firm across the spectrum of our services offerings.

Job Description

Responsibilities  

As a result of continued growth, we have a fantastic opportunity for an experienced IT Service Transition Lead to join our global team.   

This is an exciting opportunity for an action oriented individual contributor to support the design, transition, operation, and continuous improvement of service transition services across our Global Technology service whilst driving incremental process maturity. 

The IT Service Transition Lead is a key role within the IT Service Excellence team enabling the IQ-EQ Global Technology functions to ensure that all new or changing services are successfully delivered, tested, and transitioned into operation. 

As part of a new Target Operating Model that is embedding IT Service Excellence this role requires a high level of proactivity across all dimensions of responsibility, maintaining strong partnerships across IT including vendor partnerships and the business. 

You’ll be a leader and expert, recognized as a subject matter expert in all aspects relating to Service Transition, ensuring that the implemented process is followed to guarantee the integrity and accuracy of the data within. 

You’ll partner with Regional Technology, Service Excellence, Enterprise Technology, Information Security, IT Risk & Compliance, IT Applications, IT Architecture and Project Management Teams to ensure structured transition management support for the implementation of multiple internal and external- facing projects and to proactively manage all operational aspects. 

Tasks (what does the role do on a day-to-day basis) 

• Ensure that all new or changing services are successfully delivered, tested, and transitioned into operation 
• Provide structured transition management support for the implementation of multiple internal and external- facing projects and to proactively manage all operational aspects 
• Manage the Transition Pipeline by providing regular reporting to demonstrate the state of transition activities, manage the Transition Pipeline and provide regular reporting to demonstrate the state of transition activities to the CIO 
• Ensure effective warranty and early life management is established and scheduled 
• Ensure products and services can be adequately supported within the live environment by our global support teams, through knowledge management and transfer 
• Engage with key stakeholder groups from across the global community to understand requirements and provide Transition support 
• Analyse and capture risks relating to new, changed, or retired services 
• Review and contribute to documentation relevant to services e.g., design of support models, service acceptance criteria and success factors, service transition, standard operating procedures, SLAs, OLAs 
• Own and manage multiple transition projects ranging from small scale to extra-large and the activities required to support a successful go live 
• Recommend continuous improvements to processes and ways of working based on process improvement feedback from client groups and manage these within the CSI Register 
• Ensure that all operational services are recorded within the service catalogue 
• Engage in Service Design activities to ensure efficient support structures are defined 

Qualifications

Key behaviors we expect to see 

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following: 

• Action oriented 
• Collaborates 
• Communicates effectively 
• Interpersonal savvy 
• Builds networks 
• Balances stakeholders 
• Tech savvy 
• Optimizes work processes 

Required Experience 

Education / professional qualifications 

• Example ie. Graduate degree, preferably in IT related disciplines 
• Professional certifications such as PMP, ITIL or equivalent 
• ITIL Foundation qualification essential 

Background & Technical experience 

• Strong Service Transition Management experience, approx. 12 – 18 months 
• Experience in supporting service releases into production (including documentation) 
• Awareness or experience in other relevant Service Management roles (e.g., change management, service operations, service transition, service delivery) 
• Ability to liaise with senior stakeholders and adapt accordingly 
• Strong analytical and technical skills supported by excellent written and verbal communication, including authoring reports and other documentation 
• Understanding of Data Protection and Information Security principles 
• Exceptional interpersonal skills, including teamwork, collaboration, and facilitation 
• Service management tooling awareness (preferably ManageEngine) 
• Requirements capture and analysis 
• ITIL certification in Service Management foundation level (or related equivalent qualification) 

Company, product and market knowledge 

• Experience of working in a complex, multi-country professional services, financial services or BPO organisation with complex processing requirements 
• Multi-country experience and demonstrates an ability to work in a multi-cultural, talented, and demanding team environment.  
• Possess the skills and the personality to operate effectively in a very fast-paced complex global business with an in-depth knowledge of program management 
• Excellent communication skills in both written and oral form, with staff members, customers, suppliers, and the management team with the ability to make decisions, act and get results 
• Passion, dynamism, and drive 
• Personal presence, integrity, and credibility 
• Ability to solve problems either independently or by utilizing other members of the team where necessary 

Languages 

• Fully proficient spoken and written English, additional European languages will be an asset 

  
  

Additional Information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.