Workforce Services (WS), Sales & Trading IT Service Manager , VP

We're seeking someone to join our Singapore Workforce Services team as a Service Manager in Workforce Technology and Services to oversee the Sales & Trading Business Units including Institutional Equities Division, Prime Brokerage, Commodities and Fixed Income. The primary responsibility is to maintain stability, service, and ensure the availability of technology systems for the user environment. The candidate should have experience leading a team that supports a trading floor or similar environment.

Key responsibilities include providing leadership, frontline support, managing projects, procurement, and training and communication related to the users' technology environment. The Service Manager will manage a team of full-time employees and consultants, requiring strong communication skills to interact with Senior Management and Business clients.
The role involves providing frontline desktop support for Sales and Trading business units in Singapore. The Service Manager will act as an interface for other Infrastructure Technology teams to the clients, managing and communicating outages, scheduling downtimes, projects, upgrades, and other operational events. They will maintain a communication channel and working relationship with key Business stakeholders and operating officers.
Additionally, the Service Manager will work with other regional/global Service Managers, representing the interests of Singapore clients for firm-wide projects, stability reporting, and other initiatives. They will provide input in outage reporting and stability calls, gathering information directly from clients and ensuring accurate reporting from the business to technology partners.
The role requires strong troubleshooting, communication, management and organizational skills with an aptitude for fast learning and the ability to work well in a team environment. The Service Manager will have standard working hours but must be flexible due to on-call, incident management, weekend work checkouts, and adverse environmental factors. Adherence to the firm's Risk Management and Asset Alignment policies is crucial to ensure all efforts are captured, following procedures, and maintaining audit trails.

In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities. This is a Lead position at Vice President level, which is part of the job family responsible for delivering efficient technical support and ensuring smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you'll do in the role:

> To maintain a stable desktop environment for the Sales & Trading Business Units
> Proper and timely response for problems received directly from users
> Occasionally provide 1st level troubleshooting support on both software & hardware, OS and remote devices
> Where necessary, escalate issues to 2nd and 3rd level support
> Understand the business operations & users' practices
> Perform impact analysis for special events (Business and IT Events)
> Perform root cause analysis and suggestion to the vendor/other IT teams to reduce recurring issues
> Act as a liaison between across each of the business units and the Technology teams supporting them
> To work closely with global counterparts/project teams on desktop related projects
> Perform testing, user piloting and deployment on both software & hardware
> Update support documentation and provide coaching to Team members
> Coordinate new hire and transfer process - equipment purchase, data transfer and setup applications
> Keep up to date on current technology
> Work on shift duties

What you'll bring to the role:

> Strong people management, interpersonal, leadership, relationship and risk management skills
> Strong analytical problem-solving skills
> Excellent verbal/written communication skills to frame information in appropriate fashion based on target audience
> Good team player and good multi-tasking skills
> Excellent follow-up skills: must take initiative and manage a problem from beginning to end
> Able to operate effectively in stressful situations in a calm and effective manner
> Proven ability to work independently with little supervision as well as in a team environment
> Previous experience in a Production Support role
> Comprehensive knowledge of Windows operating systems, applications and computer hardware
> Experience in supporting Market Data products, e.g. Bloomberg, Refinitiv
> Good knowledge of the Investment Banking industry

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years.  Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.