Head of Service Delivery

Department environment 

Technology Operations is responsible for the management and technical support of our corporate and product platforms and infrastructure.   We play a critical role guiding and supporting the engineering functions to deliver critical strategic technology initiatives, programs, and large projects across the division.  We provide major incident management and empower the business and engineering functions with the data and insights they need to make critical infrastructure decisions.

Copper is looking to hire a Head of Service Delivery to help build strong foundations for the continued growth of the engineering function.  Working in partnership with the infrastructure and engineering leadership the focus will be on establishing an effective and flexible ITSM process that aligns with the existing agile delivery, driving the major incident management process and supporting our internal tooling

Key Responsibilities of the role

• Implement a robust ITSM process, providing insight and driving improvement across our platform and infrastructure.
• Own the major incident/problem/change management process to help established accountability for all team members, creating an environment that provides quick and effective issue resolution and communication.
• Involved in daily interactions with Global Business and Management team for discussions pertaining to the solutions for incidents reported in the Production.
• Play a key role in the Technology Operations leadership team, helping to agree OKRs/KPIs, defined the strategic roadmap and implement key processes.
• Manage service providers, through service metrics, SLR’s and enterprise wide KPI’s by continuously driving the efficiency.
• Produce monthly reports, KPI’s and SLA adherence which is present to senior members of the organization across Technology and Product Development to discuss and mitigate Risk & issues in a transparent manner.
• Monitor infrastructure service performance and implement continuous improvement initiatives to enhance efficiency and effectiveness. Experience of tools like Pagerduty, Datadog and Splunk.
• Support the infrastructure architecture team by providing technical leadership and guidance to the platform and infrastructure teams, ensuring that best practices are followed in the design, implementation, and maintenance of IT infrastructure solutions.
• Gain a thorough understanding of our technology services, ensuring a clear insight into service details and customer needs through data.
• Understanding automation opportunities to ensure continuous improvement by reducing recurring support issues.
• Experience in streamlining Business Continuity Programs [Owning Disaster Recovery tests] and Vulnerability management for reducing risk to Production Systems.
• Experience in driving Problem Management processes to reduce repetitive incidents and improving Production stability.
• Provide administration and support for the internal tools including Jira, Salesforce, GitHub.

Your experience, skills and knowledge

Essential

• Bachelor’s degree in a technical field of study in Engineering, Computer Science, Computer Engineering, Management Information Systems, or IT
• Proven experience (10+ years) in technical support and IT delivery management in a complex environment.
• Extensive experience working in Financial Services in a regulated environment.
• Knowledge of Agile, Product and project management
• Understanding of cloud and infrastructure services (cloud computing, compute, storage and network)
• Experience in vendor management, contract negotiation, and procurement processes.
• Understanding of ITIL practices and principles. 

Desirable

• Project management and Product management certifications will be a big Plus.
• IT Service management and ITIL certifications will be a plus.
• Relevant certifications in cloud technologies, network architecture and End User technologies are beneficial for this role.
• Knowledge of Agile (SCRUM / SAFe) methodologies will be an added advantage to the team.
• Extensive knowledge of the Atlassian tool suite (Jira, Confluence, Opsgenie etc).  Experience implementing/working with monitoring tools such as DataDog and Splunk.

The benefits offered

• Holidays: 27 days per annum paid holiday, in addition to bank holidays
• Years of Service Days: Employees are awarded one additional day of paid time off per year of service (up to three years)
• Vitality Health:
  • Medical Insurance: Copper provides all employees with individual cover. Medical history is disregarded, and a 24/7 virtual GP is available (£100 excess per person per year)
  • Dental Insurance: Comprehensive dental cover for preventative, restorative and emergency treatment
  • Audiology Cover: Employees can claim back up 80% of costs, up to £300, for any hearing tests or hearing aids
  • Optical Cover: £500 optical cover (through Vision Express) or 80% reimbursement up to £300 for any other optician
  • Menopause Support: Unlimited support for those experiencing symptoms of the menopause, such as video consultations with a dedicated menopause practitioner
  • Vitality services also include an additional £100 for minor diagnostic tests and private prescriptions, including home diagnostics
  • Headspace - Copper's policy provides all employees with a free Headspace subscription. Headspace provides great resources to manage stress, improve sleep, meditate and enhance mindfulness
  • Discounts and free benefits - the Vitality programme has been designed for preventative care to encourage members to improve their overall health and will reward those for doing so. Employees can access additional benefits such as 50% off running shoes, discounted health screenings, 50% off at Nuffield Health or Virgin Active gyms and much more
• Home Working Energy Support Scheme: to combat energy prices increasing globally, Copper will provide you, in addition to your salary, with a monthly top-up of £60 or £75 (subject to your energy supplier)
• Pension up to 10% matched contribution to our company pension scheme via Smart Pensions
• Cycle to Work
• Life Insurance cover: Four times your base salary
• EAP: access unlimited mental health consultations and contact a 24/7 confidential helpline for emotional support
• Sponsored Learning and Development opportunities
• Regular company events and social activities

In return for everything you can bring to Copper, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with career opportunities and welcoming working environment.

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.

Copper is an equal opportunity employer. We embrace diversity and equal opportunities in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. So, bring us your experience, perspectives, and skills. It is in our differences that we will continue to grow and ensure Copper is transforming how institutional investors engage with digital assets. Copper is a Disability Confident Employer, please let us know if you have a disability. If you require us to provide any assistance during the recruitment process, then we would ask you to highlight this to us and we will be happy to accommodate.