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.
