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Global Technology Infrastructure Service Manager

Req #: 180006216
Location: Bournemouth, ENG, UK
Job Category: Technology
Potential Referral Amount: 3500 Pound Sterling (GBP)
GTI Service Management Office (SMO) Manager
JPMorgan Chase is one of the oldest financial institutions in the United States. With a history dating back over 200 years, here's where we stand today:
  • We are a leading global financial services firm with assets of $2.4 trillion.
  • We operate in more than 60 countries.
  • We have 270,000 employees.
  • We serve millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients.
  • We are a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity.
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services across then firm. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
The GTI Service Management Office is a new and foundational global function, working across GTI towers and implemented through the formation of a small team within the iCTO organization, as a direct outcome of the ongoing Service Management Framework program. The team manager will be responsible for the initial startup, scoping, communications and implementation of the Service Management Lifecycle and Assessment process and the on-going maintenance of the GTI Service Portfolio. Subsequently refining and enhancing the process, tools, communications and the Service Portfolio, and using the assessments to help identifying and drive opportunities for the continued evolution and improvements to the services. The team will also continually Improve the reporting to the Service Board to increase the effectiveness of the Service Board as a decision making forum.
Key Responsibilities to Include: 
  • Ownership and maintenance of the official GTI Service Portfolio
  • Reporting Program, Service and Service Portfolio progress and changes to stakeholders including the Service Board
  • Driving adoption and tracking compliance to the IT Service Lifecycle for all GTI services/towers
  • Monitoring and driving remediation for non-compliant components
  • Help define, on-board and maintain the System of Record and associated toolsets
  • Facilitating user forums across Service Owners including training materials
  • Gain a Strategic view of GTI IT Services and their support of the wider GTI Service Strategy
Skills & Experience
  • Knowledge of IT Service Management frameworks and the management of IT Services
  • Experience working within a global organization, ideally one that is mature at managing its IT Services
  • Experience in driving global improvement programs
  • Experience at working both independently and matrix managed in a team-oriented collaborative environment
  • Strong experience with a range of tools and applications (e.g. Excel, Sharepoint, analytics tools, etc)
  • Strong communications and influencing skills at all levels of the organization, working dynamically across global and diverse teams
  • Comfortable executing against recommendations and plans by overcoming barriers and resistance
  • Ability to build strong relationships and leverage people network throughout the firm
  • Knowledge of GTI’s products and Services would be beneficial
  • Knowledge of the firms Risk and Controls Policies is desirable
  • Knowledge and experience of Development practices and tools would be helpful but not essential
About J.P. Morgan’s Corporate & Investment Bank
J.P. Morgan’s Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.  Further information about J.P. Morgan is available at
JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.
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