Senior Manager - Production Services

This role sits at the heart of front‑office support within the Investment Solutions & Services Production Services team, providing comprehensive and high‑quality technology support to traders, portfolio services, transaction management services, and investment compliance users across Europe. As a hands‑on leader, you will oversee first‑line support and service delivery, ensuring issues are managed effectively, proactively, and with minimal disruption to the business.

A key focus of the role is driving operational maturity by streamlining processes, reducing manual toil, and shaping the team's evolution toward Site Reliability Engineering (SRE) principles. You will empower the team to anticipate and meet future support requirements in a dynamic and rapidly evolving business environment, while collaborating closely with global counterparts in Hong Kong and Toronto to maintain consistent standards and service levels worldwide.

Success in this role requires building strong, trusted relationships with senior stakeholders across the business, operations, and technology. You will work in partnership with internal and external teams—including application support, infrastructure, and delivery functions—to provide a unified, seamless, and transparent support experience for end users.

You will role‑model FIL values by demonstrating a commitment to quality, stability, and continuous improvement, while embracing new challenges with enthusiasm. As a people leader, you will foster a "one global team" culture, promoting collaboration, knowledge‑sharing, and a supportive environment that enables the team to thrive.

• Build and maintain strong, collaborative relationships with key business and technology stakeholders across trading, portfolio services, transaction management, and investment compliance.
• Act as a trusted partner to senior stakeholders, ensuring support priorities align with business outcomes and strategic direction.
• Provide local line management for the team of UK trade‑desk support analysts, including performance management, coaching, mentoring, and career development. Drive team engagement through clear communication, regular feedback, and a supportive environment where individuals feel valued and empowered.
• Foster a cohesive "one global team" culture by engaging with counterparts in Hong Kong, Toronto, India and other regions, ensuring seamless follow‑the‑sun support and consistent service delivery.

• Lead the team's core support responsibilities, including incident triage, subida‑cause analysis, resolution and problem management, ensuring timely and effective business communication throughout.
• Own issues end‑to‑end, coordinating with internal technology teams and third‑party vendors to drive rapid and durable resolution.
• Coordinate cross‑discipline teams during major incidents and production outages, ensuring effective escalation, communication and post‑incident remediation.
• Ensure SLAs/SLOs are defined, monitored and achieved; proactively address service gaps and embed lessons learned into continuous improvement initiatives.

• Drive process optimisation, automation and reduction of manual toil, supporting the transition toward SRE principles and sustainable production operations.
• Establish, refine and embed support processes that enhance platform stability, resilience and observability.
• Conduct proactive platform monitoring and data analysis to identify trends, emerging risks and opportunities for improvement.

• Build and maintain strong business domain, trading workflow and application knowledge across the team.
• Develop structured knowledge management practices, including documentation, training programmes and onboarding curricula.
• Provide end‑user training to enhance adoption, reduce recurring issues and improve overall support experience.

• Support application testing environments, including coordination for new releases, maintenance fixes and validation cycles.
• Partner with IT Security to manage…