Janus Henderson Investors Head of IT Client Services in London, United Kingdom
Janus Henderson Global Investors is a leading independent global asset manager, dedicated to delivering the best outcomes for clients through a broad range of actively managed funds.
We provide our institutional, retail and high net-worth individuals with access to skilled investment professionals representing a broad range of asset classes including, equities, fixed income, multi asset and alternatives.
We are a team of independent thinkers who work tirelessly to help our clients achieve their goals – and we do it by fostering an energetic and collaborative culture that ensures our people love the place they work.
Headquartered in London, Janus Henderson is a truly global asset manager with a diverse geographic footprint, managing assets from 27 offices globally and employing more than 2,000 staff.
Corporate Title:Head of Client Services
Reporting Line:Global Head of Infrastructure and Client Services
In-scope of Knowledge & Competence (MiFID II):No
The IT department plays a crucial role in supporting the success of Janus Henderson Investors. With around 400 team members globally, we are responsible for developing and implementing state-of-the-art software to support the business and for maintaining a stable and resilient IT infrastructure platform.
Overview of the Role
You will manage a global team of front-line service desk and client computing staff. Your team will be responsible for providing technical desktop, mobile device, Print management and IT Service Desk support to employees. You will plan and monitor work activities to ensure appropriate coverage and commitment to quality, service and efficiency standards.
Duties and Responsibilities
Foster a culture of operational excellence and continuous improvement across the global enterprise by providing a positive user experience and executing consistent levels of support at all times
Champion service principles in business and IT processes through training, meeting and team facilitation, communication programs and team building activities
Work with the Service Management Team to promote a culture of business focused outcomes, consistently work closely with IT support staff and management team to lead resolution efforts of high and critical incidents
Ensure that IT services meet the highest quality standards by monitoring and reporting on improvement opportunities
Analyze best-in-class support processes, establishes customer satisfaction metrics, understands the interaction and relationship of business operations to IT operations
Support services to identify, track, escalate, resolve and report end user problems
Work with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels
Produce regular reports on service performance and achievement to stakeholders
Organize and maintain the service level review process with the business and service providers. Initiate any actions required to maintain or improve service levels
Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider)
Be innovative in identifying means to improve IT service quality within established boundaries and be responsible for the overall development, support and maintenance of the service performance management process
Manage a “Follow me” secure print management solution ensuring an always on print function
Create and continually update the service level standards, policies and procedures in support of improving our end user experience
Manage technical relationship with vendors, partners and outside services providers; execute escalation procedures for troubleshooting and problem solving
Act as a Duty Incident Manager during business hours for operational incidents
Assume additional duties and assist with department projects as needed
Lead a Global team located in the US and EMEA
Supervise primarily non-exempt/hourly staff
Plan, allocate and monitor work including tracking time off, evaluating performance and assessing training needs
Make recommendations regarding employment, pay and related personnel actions
Technical Skills and Qualifications
Strong supervisory and team building abilities with shown success working as part of a team, circulating important information and contributing to team discussion
Good interpersonal skills for leading staff and working with employees at all levels within the company and able to discuss technical subjects in layman terms
Strong decision-making and analytical abilities
Shown attention to detail with the ability to handle and prioritize multiple projects and responsibilities simultaneously with experience in high pressure, large scale and complex system environments
Strong technical skills with Microsoft Suite, ticketing systems for incident and change management, system monitoring, client computing, mobile hardware and software, asset management, and wireless/cellular technologies
Ability to resolve complex problems positively and professionally
Highly motivated with a passion for technology and technical detail with a can-do attitude able to learn ‘on the fly’
Always able to maintain a professional manner and remain calm under pressure exemplifying sound problem solving and investigative skills
Willingness to show initiative and to seek and achieve improvements to processes and technology
Ability to provide updates to customers or IT Management that is clear, precise and understandable, presenting information in a clear and compelling manner
Good time management and planning skills – handling personal workload effectively, setting realistic and achievable targets and delivering those targets
Desire to follow best practice and development standards as agreed within IT
Knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM)
Working Environment/Physical Activities
Typical office environment with PC usage up to 100% of the time
General office equipment including fax machine, copier, scanner, etc.
Mobile work, some lifting, bending, and carrying equipment up to 50 pounds may be required
Overtime or on-call hours may be required on short notice; schedule may include weekend/evening/holiday hours
Degree in computer science or equivalent work experience preferred
3-5 years IT supervisory experience preferred
Five years technology operations experience such as data center, help desk or desktop support
Experience managing a Data Center Operations team
A+ certification desired
Ongoing competence in the role to be assessed by:
Annual Performance Appraisal
Completion of all assigned Compliance training
At a minimum the role will require you to:
Place the interest of Janus Henderson’s Clients first and always act in accordance with TCF (Treating Customers Fairly) principles
Understand and follow laws and regulations applicable for your role, seeking the help of your supervising manager or Compliance if you would like further explanation or direction regarding this
Understand and abide by all Janus Henderson policies applicable to your role, and ask for the support/guidance of the policy owner if you are unsure at any time
You are ultimately accountable for your actions and responsible for seeking further information on any or all of the above as necessary.
Janus Henderson Investors (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson Investors at its sole discretion).
All applicants must be willing to comply with the provisions of Janus Henderson Investors' Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position. Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks.