الوصف الوظيفي
Job Title: Senior Service Request Manager | Contract: 12 months - renewable | Domain: Banking
We are looking for a Senior Service Request Manager to join our Global Markets project team. In this role, you will focus on managing continuous service request flow in an Agile/Kanban environment. You will be the interface between business stakeholders and delivery teams, managing demand, defining commitments, and maintaining service-level agreements to achieve reliable and timely delivery of value. You will work closely with traders, quantitative analysts, and data scientists.
Requirements:
• 3+ years of Global Markets experience (Risk management, Capital Markets, Trade and Equities)
• 5+ years of experience in project management, IT service delivery, or a similar role, including work in Agile/Kanban teams.
• Banking experience
• 3+ years’ experience in leading processes within the team.
• Experience with Kanban maturity & cadences
• Flow metrics & SLEs
• Demand-capacity balancing: Proven ability to balance incoming demand with team capacity (e.g. managing WIP limits) to maintain a sustainable workflow without overloading teams.
• Relevant certifications are a plus – for instance, Kanban or Agile certifications, Project Management Professional (PMP), ITIL Foundation, or similar credentials.
Responsibilities:
• Manage demand intake & prioritization: Handle incoming service requests and epics, prioritize based on business value and urgency, and establish clear commitment points for work to begin. Serve as escalation point for service issues.
• Define portfolio epics: Collaborate with stakeholders to define and plan portfolio-level epics, ensuring each has a clear scope, a viable MVP (Minimum Viable Product), and a lean business case aligned to the organization’s OKRs.
• Stakeholder Engagement: Foster strong relationships with internal and external stakeholders to support business objectives and service expectations. Deliver monthly and quarterly updates (e.g. reports or newsletters) and lead quarterly review meetings to keep business stakeholders informed and aligned.
• Financial Management: Direct budgeting, financial planning, and resource allocation to optimize funding utilization. Develop, maintain, and enhance the recharge model.
• Team Leadership: Lead, coach, and develop team members, promoting transparency, process adherence, and continuous improvement.
• Coordinate implementation: Work with delivery teams (e.g. Service Delivery Managers, analysts and engineers) to hand off committed epics, ensuring a smooth transition into implementation and cross-team alignment. This may involve collaborating with other SRMs or a Portfolio Service.
• Capacity Alignment: Continuously align work intake with team capacity, making sure that incoming demand does not overload the delivery teams. The SRM helps maintain a sustainable pace of work and high-quality output.
• Track performance metrics: Monitor key performance indicators (lead time, demand vs. capacity, work-item aging) to gauge service health and identify improvement opportunities in the request management process. Monitor ongoing service performance against established SLAs.
• Compliance and Governance: Ensure adherence to organizational policies, regulatory requirements, and industry standards. Collaborating and engaging with Risk functions from conception to delivery.