JERA Global Markets
Information Technology Service Delivery Manager
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Business Entity Description
The JERA Global Markets Group (JERAGM) is a leading utility-backed energy trader. A joint venture between majority shareholder JERA Co., Inc. and EDF Trading Ltd, JERAGM's shareholders, are among the world's major utilities.
JERAGM operates one of the most exciting energy portfolios in the world, which gives it an in-depth understanding of the way local, regional and international energy markets behave. Its in-depth knowledge and market insights enable us to capture trading opportunities, optimise portfolios, create value and enhance security of supply for our customers.
Headquartered in Singapore, JERAGM has a global talent pool of about 400 people across offices located in five strategic locations: Singapore, the UK (London), Japan (Tokyo), the US (Houston) and Australia (Brisbane).
JERAGM is strongly capitalised with over US$500 million in paid up capital and has retained its AA- Stable rating from R&I, attributable to a robust business model and solid financial base. JERAGM has a total equity of US$3.4 billion (as of 1 April 2025).
Job Description
The successful candidate will report to the SVP, IT and take ownership of JERAGM's global IT Service Delivery function, which provides follow-the-sun support across the APAC, EMEA, and AMER regions.
In this role, you will lead the regional Service Delivery Managers and Leads across Singapore, London, Tokyo, and Houston, with overall accountability for end user support and business application support services worldwide. You will work closely with business stakeholders and third-party vendors to drive a consistent operating model and service standards, and to contribute to the wider technology evolution and digital transformation initiatives that support the business.
Key Role Responsibilities
- Own and lead the global IT Service Delivery function, providing direct line management to the regional Service Delivery Managers and Leads across Singapore, London, Tokyo, and Houston.
- Define and drive a consistent global operating model, service standards, and ways of working across all regional service desk and application support teams.
- Act as the primary point of accountability for end user support and business application support service levels globally, and as the senior escalation point for major incidents and service disruptions, ensuring timely communication with stakeholders.
- Develop and execute the strategy and roadmap for a global, follow-the-sun (24/7) IT helpdesk capability, ensuring consistent service quality and coverage across time zones.
- Own the incident, problem, and change management processes globally, ensuring all incidents and requests are effectively logged, tracked, and resolved through Jira in line with agreed SLOs/SLAs.
- Drive maturity in ITIL-aligned processes and proactively monitor applications and services for availability, capacity, and performance, identifying trends and driving continual service improvement.
- Lead, coach, and develop the regional Service Delivery Managers and Leads, and their wider teams, building capability, clarity of direction, and accountability across all locations.
- Cultivate strong relationships with business stakeholders, peer IT leaders, senior management, and third-party vendors across all regions, and present meaningful metrics on service performance and improvement initiatives to senior leadership.
- Manage relevant third-party vendor and outsourced service provider relationships, ensuring contractual compliance and value for money.
- Co-manage the global service delivery budget and forecasts, working with the SVP, IT to control capital and operational expenditure, and own the management of IT assets and inventory globally, from procurement through to sunset.
- Contribute to global IT initiatives and digital transformation programmes, including cloud, automation, and technology adoption that support business growth and operational excellence.
- Provide out-of-hours support when required for major incidents, planned maintenance, and critical business activities.
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Key Qualifications
Essential
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- Bachelor's degree in IT, Computer Science, or a related discipline, or equivalent professional qualifications and relevant industry experience.
- Typically, 10+ years' experience in IT service delivery, service desk, or application support, ideally within a trading, financial services, or commodities environment, including at least 3-5 years managing managers or team leads rather than individual contributors.
- Proven experience managing global or multi-region support teams across multiple locations and time zones, with strong stakeholder management skills.
- Strong knowledge of the ITIL framework, with hands-on experience of incident, change, problem, and request management processes.
- Strong experience with ITSM tooling (Jira, ServiceNow, Remedy, or equivalent).
- Proven track record in vendor management and management of outsourced IT services.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Self-motivated and customer-focused, with the ability to take ownership, work proactively, and deliver high-quality outcomes in a fast-paced environment.
Desirable
- Relevant ITIL certification.
- Project management experience or certification.
- Jira administration and automation experience.
- Domain knowledge of energy, and physical and financial commodities or derivatives.
- Experience supporting users in a cloud-first environment.
- Experience with Agile delivery methodologies and Atlassian products (Jira and Confluence).
Role Opportunity
This is a newly created role that offers the opportunity to reshape an established global IT Service Delivery function, bringing new consistency and direction to the team, within a growing and successful commodity trading business.
JERA Global Markets is committed to promoting equality, diversity, and inclusion in the workplace. We are an equal opportunities employer and value the diversity of our workforce.
JERA Global Markets does not accept unsolicited CVs from agencies.
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