IT Service Manager

About the Role Grade Level (for internal use): 12 S&P Global Market Intelligence The role: Manager, IT Service Operations The Location: NYC (hybrid 2 days per week onsite) We are seeking an experienced and highly motivated Global Fixed Income Service Management Technical Manager with a minimum of 12 years of experience to lead the application support and cloud operations function for Fixed Income platforms within the Markets division of Enterprise Solutions. This role is primarily based in New York City. The role is responsible for overseeing global 2nd line application support, cloud infrastructure operations, platform stability, incident response and tracking, and operational governance across multiple business-critical Fixed Income platforms. The successful candidate will lead a global Service Management organization supporting highly available, real-time trading and workflow applications utilized by financial institutions worldwide. This individual will work closely with stakeholders from Product, Development, Client Success, and senior Technology leadership to ensure operational excellence, platform stability, and continuous improvement of support processes and technology operations. This role requires a strong technical leader with deep operational experience in cloud technologies, application support, incident response and tracking, stakeholder coordination, and team leadership within a fast-paced financial technology environment. Key Management Responsibilities Lead and manage a global Service Management team across multiple regions and time zones, including application support operations, escalation management, workforce planning, and operational governance. Drive operational excellence and platform stability across mission-critical Fixed Income applications and cloud infrastructure environments. Partner closely with Architecture, Product, Development, Client Success, and senior Technology leadership to ensure efficient and reliable service delivery. Establish and promote a culture of accountability, collaboration, continuous improvement, operational discipline, and client focus. Lead major Incident response and tracking activities, including driving incident, executive communication, client coordination, root cause analysis, and remediation planning. Oversee release readiness, production change governance, deployment risk assessment, and business continuity planning. Drive proactive monitoring, observability, automation, and AI-driven operational initiatives to improve platform reliability and reduce operational risk. Manage all aspects of team leadership including recruitment, performance management, employee development, mentoring, training, and succession planning. Conduct service reviews with internal stakeholders and business partners to identify operational gaps, process improvements, and strategic enhancements. Ensure support teams maintain high-quality operational documentation, knowledge management, and standard operating procedures. Duties & Responsibilities Own and manage application support activities including Incident response and tracking, Change Management, and Business Continuity processes. Provide leadership during critical production incidents and coordinate cross-functional teams to restore services in a timely manner. Ensure timely escalation, communication, and resolution of production issues while minimizing client impact. Provide advanced technical leadership for complex applications, infrastructure, and integration issues across distributed cloud environments. Collaborate with Development teams on defect analysis, root cause investigations, and long-term remediation planning. Coordinate with Product and Delivery teams to ensure operational readiness for new platform features, enhancements, and releases. Lead initiatives focused on proactive AWS infrastructure monitoring, application performance optimization, capacity planning, and operational resiliency. Utilize AWS-native services including CloudWatch, ECS, ALB, RDS, Route53 and other monitoring technologies to improve operational visibility and automation. Drive observability initiatives using tools such as Splunk Cloud, Splunk Observability, and CloudWatch. Promote adoption of AI and automation technologies to enhance operational efficiency, predictive alerting, anomaly detection, and reporting automation. Ensure operational compliance with internal audit, security, vulnerability remediation, and regulatory requirements. Maintain strong engagement with internal stakeholders and external clients to ensure high-quality support and operational transparency. Key Areas of The Teams Responsibilities Are 24x7 monitoring and operational support of business-critical Fixed Income platforms and cloud infrastructure. Issue triage, impact assessment, escalation management, and resolution coordination. Ownership and coordination of application incidents requiring Development, Infrastructure, or Chang #J-18808-Ljbffr