Senior Global Operations Manager

hace 3 días


Madrid, Madrid, España Cube A tiempo completo
About Us

Cube is a pioneering RegTech business, defining and implementing the gold standard of regulatory intelligence and change for the financial services industry.

Role Overview

We are seeking a seasoned and strategic Senior Global Operations Manager to oversee and optimize our multi-region L1/L2 support desk operations.

Job Description
  • Operational Leadership and Oversight:
    • Manage and oversee the performance of support desk teams across Europe, Asia, North America, and Australia.
    • Evaluate consistent delivery of IT support services across regions, maintaining high standards for efficiency and effectiveness.
    • Implement frameworks to prioritize, route, and resolve incoming work based on business impact and urgency.
  • Establishing and Leading Incident Management:
    • Design and implement a robust incident management function to coordinate and resolve high-impact issues efficiently.
    • Define incident severity levels, escalation protocols, and communication plans to ensure rapid response and clear stakeholder updates.
    • Conduct post-incident reviews to identify root causes and implement preventative measures, driving continuous improvement.
  • Streamlining Processes and Continuous Improvement:
    • Develop global standards for incident management, request fulfillment, and escalation processes, balancing standardization with regional flexibility.
    • Prioritize practices to ensure clear visibility of incoming work and optimize ticket triage, categorization, and prioritization.
    • Implement KPIs and SLAs to measure team performance, track workload, and provide transparent reporting to stakeholders.
  • Team Collaboration and Development:
    • Foster collaboration among regional teams to share knowledge, tools, and best practices.
    • Mentor and develop regional support desk managers to build a cohesive and high-performing global team.
  • Stakeholder Engagement and Communication:
    • Serve as the primary point of contact for senior IT and business leaders regarding L1/L2 support desk operations and incident management.
    • Provide regular updates on operational performance, incident trends, challenges, and improvement initiatives.
Requirements
  • Proven experience leading multi-region IT support operations.
  • 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.
Benefits

You will join an innovative company that pioneered the use of AI in regulatory change. Our products, RegPlatform and RegBrain, streamline regulatory compliance for financial institutions worldwide.

Estimated Salary: £90,000 - £120,000 per annum.

Why Join Us?

Globally, we are one of a kind. We have over 400 employees across 11 locations, and our growth journey is just getting started. As a dynamic and fast-paced workforce, we seek ambitious individuals who want to make a difference and progress their careers alongside the business.



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