Incident Problem and Change Manager

at  TP ICAP

Incident Problem and Change Manager
The TP ICAP Group is a world leading provider of market infrastructure.
Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.
Through our people and technology, we connect clients to superior liquidity and data solutions.
The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.
The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

SPECIFIC JOB REQUIREMENTS

• Night shift working basis, AMER working hours to cover 09:00 - 18:00 EST
• Bank Holidays & Weekends (Operational cover required)

EXPERIENCE / COMPETENCES

Essential

• Solid experience in a Service Management Role within a complex corporate environment.
• Strong analytical and problem solving skills, preferably evidenced by previous experience in a similar role.
• ITIL v3 or v4 Foundation qualified
• Knowledge of the ServiceNow ITSM Tool or equivalent Service Management tooling.
• Good practical knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook etc)
• Experience of working in a global support environment.

Desired

• Strong communication skills, experience managing relationships with senior stakeholders.
• General technical knowledge over a range of infrastructure and applications. The ability to understand how it all connects together.
• Any relevant industry certifications are desirable and may include; Microsoft MCSA, ServiceNow, ITIL practitioner or other, or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or other.
• Broad understanding of the Wholesale Financial Markets, with prior experience in a Financial Services/Investment Banking environment is advantageous but not essential.

NOT THE PERFECT FIT?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn’t align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don’t hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

ROLE OVERVIEW:

The IT Service Management team is a Global Operation, in a the sun model and is responsible for ensuring that the objectives of the IT Service Management Policies and Processes are clearly understand and executed by the user community.
The team will be responsible for managing day to day activities on a Regional level, whilst aligning to overall and consistent strategic goals to deliver our services to a high standard, globally.
This role is responsible for ensuring that the key processes of Major Incident, Problem and Change Management are fully understood for operating in the AMER region, providing education or refresher training as required.

ROLE RESPONSIBILITIES

Proactively monitor performance metrics and KPI’s to ensure we are working to high standards.
Identifying areas for continual service improvement.