Jonathan Burke

IT Operations and Service Delivery leader with 12+ years across Tier-1 global financial institutions, including Standard Chartered Bank and LSEG. Career spans hands-on front-office trade floor engineering through to global operational leadership — managing teams of up to nine engineers across UK, Europe, US and APAC, owning multi-million-dollar vendor programmes, and embedding ITIL service management discipline in zero-tolerance, revenue-critical trading environments. Recognised specialist in front-office trading technology: IPC Unigy and Speakerbus dealer boards, Bloomberg, Reuters/Refinitiv, Verint and low-latency workstation infrastructure.

Combines rare markets-technology credibility with end-to-end service delivery management, major incident ownership, vendor governance and cost optimisation. Seeking a senior IT operations, service delivery or markets-technology leadership role in a high-stakes financial services environment.

Senior IT Operations & Service Delivery Lead — Executive Technology Support at London Stock Exchange Group (LSEG) (2024-10 – Present)

• Own end-to-end executive technology service delivery globally, acting as primary escalation and resolution lead for incidents affecting C-suite and MD-level leadership.
• Take direct ownership of critical and major incidents — coordinating teams, managing vendor response and driving root-cause resolution with clear stakeholder communication.
• Founded and lead 'OpsBridge', a structured operational improvement programme bridging EUC, executive support and vendor teams to replace reactive firefighting with predictable, governed service delivery.
• Introduced service routines, vendor oversight cadences and forecasting processes, improving accountability and capacity planning while reducing unplanned escalations across onboarding, device refresh and support.
• Mentor engineers across teams beyond direct remit, raising standards of documentation, process adherence and professional delivery across the wider function.

Trade Floor Operations & Infrastructure Lead at Standard Chartered Bank (2018-02 – 2024-10)

• Led global trader voice services for the West time-zone region (UK, Europe and the Americas), managing nine engineers and owning multi-million-dollar vendor programmes in an environment where downtime is not an option.
• Delivered a first-class VVIP service to all European trade floor users — front office, middle office, back office and support functions alike.
• Managed IPC Unigy and Speakerbus dealer board systems end-to-end: procurement, installation, patching, major incident response and vendor SLA governance.
• Primary escalation point for all major trade floor incidents in London — owning detection, stakeholder comms, technical bridge, resolution, post-incident review and board-level reporting.
• Managed and supervised the Windows 7 to Windows 10 OS and hardware migration across the UK, German and French trading floors, troubleshooting and providing in-depth analysis of issues as they arose; recognised as one of a small number of global technical leads for Windows 10 desktop queries across IT support.
• Took the lead on desktop-related incidents and problems across the UK, France and Germany, and supported new joiners, relocators and movers on the Financial Markets trading floor — demonstrating breadth well beyond trader voice.
• Maintained deep understanding of trading-lifecycle systems across derivatives, equities, FX and fixed income — Bloomberg Terminal, Reuters/Refinitiv, Murex, FactSet and broker applications.
• Delivered $1.5M annual OPEX savings and directed a £150K live trade floor restructure with zero unplanned downtime.
• Led a global voice transformation programme, a Windows 10 migration, a full trade floor restack, a BCP site setup and migration, and a chatbot initiative — all delivered to schedule in a highly regulated trading environment; secured critical workstation supply during the global semiconductor shortage through strategic vendor escalation.

Country Systems Support — Technical Specialist at Standard Chartered Bank (2016-09 – 2018-02)

• Increased hardware refresh throughput by 200% (10 → 30+ devices/month) through better forecasting, simplified approval chains and improved vendor engagement, with no additional headcount.
• Redesigned new-joiner onboarding by aligning HR, Procurement and Engineering into a single accountable workflow, cutting provisioning from 3 days to under 2 hours.
• Acted as first-line support for new joiners, device refreshes, cross-border / cross-country users and second-machine users, providing dedicated hands-on support across 5–10 working-day onboarding windows.
• Supported private banking and administrative applications including Nuance PDF, Outlook 2007–2016, Citrix XenApp, FileFax, BlueJeans and AutoStore.

MPS Coordinator — Xeretec (for Standard Chartered & Aberdeen Asset Management) at Xeretec (2015-04 – 2016-09)

IT Apprentice at DP Connect (2014-09 – 2015-03)

Media Support Technician at Epping Forest College (2013-01 – 2014-05)