Conrad Randall
I am a technology manager with more than 10 years experience in the fintec sector. In the past two years Ive delivered high profile projects tackling technical debt, modern workplace, virtual adoption and AI integratioin whilst manging end user support and desktop engineering teams
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About
Strategic and results-driven IT Service Delivery Manager with over 12 years of experience orchestrating global IT operations and high-performance support teams within hedge fund and private equity environments. Experienced in using PowerShell to support desktop deployment, reporting and automation within SCCM/Intune environments. Expert in leading multi-functional teams to deliver white-glove support for mission-critical trading operations and VIP stakeholders.
Proven track record in driving continuous service improvement (CSI), managing complex hybrid-cloud infrastructures, and enforcing ITIL-aligned governance across global locations. Adept at bridging the gap between technical engineering and business objectives in fast-paced, high-stakes financial markets.
Experience
Global End User Services Manager at Verition Advisors (2024-05 – Present)
Leading global 24/7 end user support and desktop engineering for a multi-billion dollar hedge fund
- Global Service Leadership: Direct a 13-member 'follow-the-sun' support team across 8 global locations (London, Singapore, NY, Dubai, etc.), ensuring seamless 24/7 service delivery for a multi-billion dollar hedge fund.
- Managerial Oversight: Lead desktop engineering and support functions, overseeing the lifecycle of 3,000+ endpoints and 90+ packaged applications in a high-pressure trading environment.
- Strategic Transformation: Spearheaded enterprise-wide Windows 11 migration (80% adoption) and achieved an 83% reduction in desktop provisioning time through advanced SCCM/Intune/Liquidware automation. Use PowerShell scripts to assist with bulk changes, reporting and automation of routine desktop engineering tasks across 2,000+ endpoints.
- Incident & Problem Management: Own the ITSM lifecycle via ServiceNow, serving as the primary escalation point for P1/P2 incidents and driving root-cause analysis to eliminate recurring service issues.
- Risk & Compliance: Maintain 90% security patch compliance globally while coordinating deployments across shifting trading hours to ensure zero business disruption.
- Stakeholder & Vendor Management: Partner with Trade Operations and external vendors to optimise service quality and manage global procurement budgets.
Contract Technology Manager at Tech Infrastructure Partners (2023-12 – 2024-05)
Managed global technology project delivery for enterprise financial services clients
- Project Execution & Delivery: Responsible for execution and delivery of technology projects for allocated clients, functioning as Program and Project Manager, ensuring individual contributors delivered on schedule
- Project Management: Amended project plans and expectations for ad-hoc requests, incoming changes, and modifications to current delivery plans
- Team Coordination: Conducted daily stand-ups with individual contributors, driving review of daily to-do lists and project deliverables
- Vendor & Stakeholder Management: Moderated vendor consultations and managed stakeholders who did not attend regular project meetings
- Exception & Risk Management: Received and recorded exception notifications, adjusted project plans as necessary, and escalated critical issues to Client Manager when warranted
- Situational Reporting: Provided comprehensive situational reporting to Client Manager on client operations, project status, and delivery metrics
Global End User Services Manager at North Rock Capital Management (2023-05 – 2023-08)
- Service Optimisation: Streamlined ITSM processes to elevate service delivery for global users, resulting in a 15% increase in first-call resolution and a 20% reduction in response times.
- Governance: Directed Service Desk and MSP support operations, ensuring strict adherence to SLAs and financial-grade service standards.
European Support Manager at Centerbridge Partners (2017-01 – 2023-05)
- High-Touch Support: Led a team of engineers and a remote NOC to provide 'white-glove' support for 60+ senior stakeholders and investment professionals.
- Operational Integrity: Implemented ITIL-aligned processes and enforced global IT standards, ensuring ISO 27001 compliance and operational resilience across EMEA.
- Project Delivery: Managed regional technology budgets, office relocations (London, Luxembourg, Netherlands), and the implementation of firm-wide BCP strategies.
Education
– Birmingham City University
