About Rimes
Rimes provides enterprise data management solutions to the global investment community. Driven by our passion for solving the most complex data problems, we provide our clients with investment intelligence that powers more than US$75 trillion in assets under management annually. The world’s leading institutional investors, asset managers and service providers rely on Rimes to help them make better investment decisions using accurate information and industry-leading technology.
The Role
The Operations Team Leader acts as the operational lead and strategic owner for Managed Services delivery within a defined team (e.g., EMEA, APAC, USCA) or a client segment (e.g., Enterprise Tier).
They are responsible for overseeing L1, L2, and L3 team members, ensuring SLA compliance, efficient ticket resolution, service delivery standards, team health and workload, change governance, operational costs and commercial tracking, and collaboration with Implementation, Engineering, and Product – aligning IT service delivery with business goals, and implementing ITIL best practices for continuous service improvement. This role will act as a bridge between stakeholder and clients and ensure consistent delivery excellence across all clients served by their team.
Key Responsibilities:
Team Leadership & Operational Oversight
- Lead a team of Senior Consultants, Consultants, and Associates, ensuring alignment to delivery expectations, team priorities, and SLAs.
- Monitor daily team operations (ticket queues, change request status, incident handling) and proactively address backlogs or risks.
- Conduct regular team stand-ups, retrospectives, and resource planning sessions to ensure balanced workloads and service continuity.
- Own hiring input, onboarding, and performance coaching across your team.
- Lead team to provide infrastructure support for Matrix Application which includes helping team to support pipeline issues, infrastructure issues, application issues, driving stability, efficiency, and effectiveness improvements to help us and the business succeed.
- Encourage team to improve and maintain internal and customer DevOps pipelines.
Client Portfolio Oversight
- Oversee the health of client relationships within your team’s book of business, supporting account-level planning and service reviews.
- Provide senior-level support during client escalations or complex delivery discussions.
- Guide prioritization of issues or CRs across clients, balancing commercial commitments and resource constraints.
- Lead in governance and setting strategy for the Managed Services team
Change Delivery & Commercial Governance
- Own the approval and oversight of all change work delivered by the team (both billable and non-billable).
- Ensure each change request is properly scoped, documented, tested, and delivered within commercial parameters (e.g., timebanks, bundled change units).
- Maintain team-level dashboards of change consumption, time allocations, and delivery metrics, feeding into regional or global reporting.
- Maintain and define scope and objectives for complex infrastructure enhancements and problem resolution.
Standards, Tools & Process Improvement
- Drive adoption of consistent processes for incident resolution, CR tracking, UAT, and release sign-off.
- Identify and lead initiatives to improve team efficiency, reduce manual work, and enhance client outcomes.
- Work with Engineering and Product to influence tooling or platform changes based on operational feedback.
- Led application releases, from development, testing and deployment into production.
Cross-Team & Stakeholder Collaboration
- Partner with Implementation Leads to manage team allocation on client change projects and ensure handovers are clean and supportable.
- Represent your team in global Managed Services meetings, change governance forums, and process alignment sessions.
- Provide input into platform-wide service planning, tooling requirements, and product readiness activities.
- Assist team to assess risk and impact of infrastructure issues and escalate to business and technology management in a timely manner. Ex: Azure cloud changes, Azure CLI or PowerShell tooling changes.
Team Development & Mentorship
- Mentor Senior Consultants on leadership skills, client strategy, and commercial ownership.
- Support Consultants and Associates in technical development, financial services domain knowledge, and career growth paths.
- Define skill frameworks, training plans, and rotation opportunities for your team members.
- Monitor the team KPI and ensure all team members’ compliance to standards
- Management of team workload, escalations, and conduct of Performance Reviews and team / 1 on 1 check ins.
- Work closely with Managed Services Management to set governance standards and framework.
- Providing architecture and technical leadership for the complete DevOps infrastructure.
Tools & Technologies:
- SQL & Database: Advanced SQL, optimization, schema design review
- DevOps Tool : Azure Cloud, IaC experience using Azure CLI, PowerShell, Bicep or ARM templates, Azure DevOps, .NET – C#, Microsoft SQL Server and proficiency in T-SQL, IaC experience using Azure Bicep, WPF, Excel VBA, TypeScript
- Technologies: basic SQL querying, Oracle, SQL, Python, Java, SQL Server, DBMS, and Github
- Cloud & Monitoring: Azure infrastructure (Monitor, Log Analytics, DevOps pipelines), custom dashboards
- Ticketing & Tracking: Jira, ServiceNow, Confluence, timebank/effort tracking systems, CRM tools
- Collaboration & Governance: Client QBR decks, internal service scorecards, change request pipelines
Skills & Attributes:
- Proven leadership in a service delivery environment with technical, commercial, and people management responsibilities
- Deep technical understanding of SQL platforms, cloud infrastructure (Azure), and data operations
- Strong business and commercial acumen: understands contract limits, change tracking, and effort prioritization
- Confident in stakeholder engagement across Engineering, Product, and client-side leadership
- Strong organizational skills, process discipline, and ability to lead through complexity
- Strong leadership, ITIL framework knowledge, and customer relationship skills
Qualifications
- Can work on a hybrid set up (2-3x a week RTO)
- Min 5-10 years in relevant field
- Experience in managing global teams and 24/7 support environments
Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.
Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.
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