Project Manager

Service Request Manager – Global Markets We are seeking a highly motivated and experienced Service Request Manager to join our Global Markets division. In this role, you will work closely with our traders, quantitative analysts, and data scientists. Evolved from a traditional Project Manager role, the Service Request Manager (SRM) focuses on managing continuous service request flow in an Agile/Kanban environment. The SRM serves as the interface between business stakeholders and delivery teams, managing demand, defining commitments, and maintaining service‑level agreements to achieve reliable and timely delivery of value. Responsibilities Manage demand intake & prioritization: Handle incoming service requests and epics, prioritize based on business value and urgency, and establish clear commitment points for work to begin. Serve as escalation point for service issues. Define portfolio epics: Collaborate with stakeholders to define and plan portfolio‑level epics, ensuring each has a clear scope, a viable MVP (Minimum Viable Product), and a lean business case aligned to the organization’s OKRs. Stakeholder engagement: Foster strong relationships with internal and external stakeholders to support business objectives and service expectations. Deliver monthly and quarterly updates (e.g., reports or newsletters) and lead quarterly review meetings to keep business stakeholders informed and aligned. Financial management: Direct budgeting, financial planning, and resource allocation to optimize funding utilization. Develop, maintain, and enhance the recharge model. Team leadership: Lead, coach, and develop team members, promoting transparency, process adherence, and continuous improvement. Coordinate implementation: Work with delivery teams (e.g., Service Delivery Managers, analysts, and engineers) to hand off committed epics, ensuring a smooth transition into implementation and cross‑team alignment. Collaborate with other SRMs or a Portfolio Service as needed. Continuously align work intake with team capacity, ensuring sustainable workload and high‑quality output. Track performance metrics: Monitor key performance indicators (lead time, demand vs. capacity, work‑item aging) to gauge service health and identify improvement opportunities in the request management process. Monitor ongoing service performance against established SLAs. Compliance and governance: Ensure adherence to organizational policies, regulatory requirements, and industry standards. Collaborate with Risk functions from conception to delivery. Background and Experience Required Bachelor’s degree in Business, Information Technology, or a related field. 5+ years of experience in project management, IT service delivery, or a similar role, including work in Agile/Kanban teams. 3+ years of Banking – Global Markets – Counterparty Risk knowledge: Experience/qualifications in the banking sector, particularly in Global Markets – Counterparty Risk space. 3+ years of Global Markets experience (Risk management, Capital Markets, Trade and Equities). Banking experience and 3+ years’ experience in leading processes within the team. Certifications are a plus – e.g., Kanban or Agile certifications, Project Management Professional (PMP), ITIL Foundation, or similar credentials. Beneficial Skills (Desired) Kanban maturity & cadences: Familiarity with the Kanban Maturity Model (KMM) and experience participating in Kanban cadences (e.g., Replenishment meetings, Service Delivery Reviews). Flow metrics & SLEs: Experience using advanced flow metrics and setting service‑level expectations (SLEs) for work completion. Demand‑capacity balancing: Proven ability to balance incoming demand with team capacity (e.g., managing WIP limits) to maintain a sustainable workflow without overloading teams. Pre‑Screening Questions Does the candidate have Global Markets working experience / Trade experience? Does the candidate have experience in Kanban maturity & cadences? #J-18808-Ljbffr