Head of Support, Delivery, and Operations (HOSDO)

We are seeking a highly motivated and experienced Head of Support, Delivery, and Operations (HOSDO) to lead our dynamic team. The successful candidate will oversee the provision of first and second level support across our three core trading platforms, manage the delivery and updates of our products, and control operations for both SaaS deployments and client-controlled data centers.

Key Responsibilities:

Leadership and Management:

• Direct a skilled team of four in supporting, delivering, and operating our trading software platforms.
• Ensure effective management and coordination in line with company goals.

Training and Development:

• Continuously develop the team's product knowledge, troubleshooting abilities, and proficiency with internal tools to enhance autonomous operation and client service.

Client and Project Management:

• Oversee the delivery schedules and updates, manage client activities, and liaise with account managers for necessary client escalations.

Cost Control:

• Monitor and optimize operational costs. Propose and implement cost-saving and process improvement strategies across departments.

Operational Excellence:

• Develop, deploy, and refine operational runbooks. Conduct regular operational checks and mock drills to ensure readiness and efficiency.

Strategic Planning:

• Actively engage in the strategic planning of enhancements to support and operational protocols to better serve client needs.

Communication and Documentation:

• Ensure the clarity, accuracy, and timeliness of all communications and documentation sent to clients.

Qualifications:

• Strong and proven experience in managing enterprise software software support & delivery (ideally trading platforms such as ION Trading, Broadway, Valantic, SAP, Banking systems, ERPs) (MANDATORY)
• Strong background in project management, with a knack for strategic planning and problem-solving.
• Experience in Capital Markets Customer Service departments of at least 5 years.(MANDATORY)
• Excellent communication and interpersonal skills, capable of working effectively with cross-functional teams and client executives.
• Technical proficiency with trading platforms or similar financial services software.
• Experience in managing remote teams and operations.
• Bachelors degree in Computer Science, Business Administration, or related field. Advanced degree or relevant certification (e.g., ITIL) preferred.
• Proven English: C1/C2

Personal traits

• Clear understanding of business value of enterprise software
• Clear understanding of business value of time, delivery, costs
• Strong ownership of assigned responsibilities
• Top-notch oral, written, and interpersonal abilities.

We Offer

• Flexible working hours and a fully remote work environment.
• Opportunities for professional growth and advancement.
• A culture that values innovation, efficiency, and collaborative problem-solving.