L1/L2 Global Manager

Role: L1/L2 Global Manager L ocation:  London, minimum expectations of one day a week in the office.
Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance.
We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry.
We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients.
At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities.
We serve some of the largest financial institutions globally and are expanding our footprint very fast.
As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business.
Role mission:    We are seeking a seasoned and strategic Global Leader to oversee and optimize our multi-region L1/L2 support desk operations.
This leader will manage teams across Europe, Asia, North America, and Australia, ensuring consistent and effective delivery of IT support services.
The role focuses on instituting practices that prioritize and provide visibility into incoming work, improve service delivery, and ensure alignment with organizational goals.
Additionally, you will establish and lead an incident management function to minimize service disruptions and maintain operational resilience.
The ideal candidate will have a strong background in managing geographically distributed teams, implementing standardized processes, and responding effectively to incidents within a complex global environment.
Responsibilities:    1.
Operational Leadership and Oversight: o Manage and oversee the performance of support desk teams across Europe, Asia, North America, and Australia.
o Ensure consistent delivery of IT support services across regions, maintaining high standards for efficiency and effectiveness.
o Implement frameworks to prioritize, route, and resolve incoming work based on business impact and urgency.
2.
Establishing and Leading Incident Management: o Design and implement a robust incident management function to coordinate and resolve high-impact issues efficiently.
o Define incident severity levels, escalation protocols, and communication plans to ensure rapid response and clear stakeholder updates.
o Conduct post-incident reviews to identify root causes and implement preventative measures, driving continuous improvement.
o Collaborate with L3 teams, IT operations, and business units to ensure alignment and preparedness for incident resolution.
3.
Streamlining Processes and Continuous Improvement: o Define and enforce global standards for incident management, request fulfillment, and escalation processes, balancing the need for standardization with regional flexibility.
o Develop and maintain practices to ensure clear visibility of incoming work and optimize ticket triage, categorization, and prioritization.
o Implement KPIs and SLAs to measure team performance, track workload, and provide transparent reporting to stakeholders.
o Leverage automation, self-service tools, and industry best practices to increase efficiency and enable proactive support delivery.
4.
Team Collaboration and Development: o Foster collaboration among regional teams to share knowledge, tools, and best practices.
o Mentor and develop regional support desk managers to build a cohesive and high-performing global team.
o Conduct regular training and upskilling programs to keep teams aligned with evolving tools and methodologies.
5.
Stakeholder Engagement and Communication: o Serve as the primary point of contact for senior IT and business leaders regarding L1/L2 support desk operations and incident management.
o Provide regular updates on operational performance, incident trends, challenges, and improvement initiatives.
o Collaborate with L3 teams, IT infrastructure, and business units to align support services with broader organizational priorities.
What we're looking for:  Proven experience leading multi-region IT support operations, with expertise in managing L1/L2 service desks.
Strong understanding of IT service management frameworks (e.g., ITIL), including incident and problem management processes.
Demonstrated ability to implement processes that improve visibility, prioritization, and delivery of support services.
Experience designing and running incident management functions in a global organization.
Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management) and reporting platforms.
Excellent communication and leadership skills, with the ability to manage diverse, distributed teams effectively.
Preferred Qualifications: ITIL certifications or other relevant process improvement certifications.
Experience managing support operations for a mix of on-site, hybrid, and remote employees.
Familiarity with automation and self-service tools to enhance operational efficiency.
Our Products: RegPlatform is a technology platform that streamlines regulatory change management.
It provides firms with a one-stop, continuously maintained inventory of global regulations, with effortless horizon scanning, integration capabilities and workflow management.
RegPlatform combines industry leading AI technology with expert validated insights to simplify the complexities of multi-jurisdictional regulatory content.
RegBrain allows customers to apply CUBE's AI models directly to their own content, enabling faster release and feedback cycles.
Our flagship AI services will be included, spanning structural detection, classification, entity extraction, summarisation, and recommendations.
Available to customers and partners as APIs and via a UI.
Why Us?
Globally, we are one of a kind
CUBE are a well-established market leader within Regtech (we were around before Regtech was even a thing
), and our?category-defining product?is used by leading financial institutions around the world (including Revolut, Citi, and HSBC).
Growth & progression Last year we grew by more than 50% and our growth journey is just getting started
We are a dynamic, fast-paced workforce that is always seeking ways to accelerate our people, processes, services and products.
We hire ambitious people that want to make a difference, share their ideas, "make it happen" and find better, smarter ways of working.
Our future is shaped by our employees, so if you're someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn't be a better time to join us
? Internationally collaborative culture With more than 400 CUBERs across 11 locations in Europe, the Americas and APAC, collaboration is key to our success.
We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact.
We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.
Innovative breakthrough technology CUBE is an innovator.
We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges.
You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.