Technology Service Delivery Leader

The Technology Service Delivery Lead is a senior technical leadership role responsible for the stability, reliability, and continuous improvement of the end-to-end technology environment supporting Mercer Investments' global investment operations. The role owns Level 2/3 production support across all investment management applications - spanning order and execution management, portfolio accounting, risk analytics, market data, and client reporting - and serves as the primary escalation point for critical incidents that impact investment workflows. This is a hands-on management position requiring a rare combination of deep investment management domain knowledge and enterprise IT expertise. The successful candidate will lead a team of application support analysts, define and enforce service management best practices, and act as a trusted partner to investment, operations, compliance, and technology teams to drive a culture of proactive, high-quality support. A defining feature of this role is its matrix partnership with Marsh's Application Management Services (AMS) shared services organisation. AMS is the primary delivery vehicle for day-to-day production support, incident management, and application maintenance activities across the Mercer Investments technology estate. The Manager will own the strategic direction, governance framework, and quality oversight of the AMS engagement - setting delivery standards, managing performance, and ensuring AMS teams are operating as a fully integrated extension of the Mercer Investments technology function. We will count on you to:

• Own the end-to-end incident management lifecycle for all investment technology systems, from initial triage through root cause analysis and permanent resolution.
• Serve as the primary escalation point for P1/P2 incidents affecting trading, portfolio management, risk, and client reporting platforms; coordinate war-room responses and drive timely resolution.
• Lead and manage a team of application support analysts, defining and enforcing service management best practices aligned with ITIL frameworks.
• Manage the governance and performance of the Marsh McLennan AMS shared services partnership, ensuring delivery standards and SLA adherence.
• Define, implement, and continuously improve ITSM processes including Incident, Problem, Change, Release, and Configuration Management.
• Provide expert-level support and consultation on core investment management platforms and complex system integrations., We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  
  We are seeking a talented individual to join our Mercer Investments team at Mercer. This role will be based in the UK. This is a hybrid role that has a requirement of working at least three days a week in the office., Significant relevant experience in IT leadership or management within investment management or financial services, demonstrating progressive responsibility.
• Deep knowledge of the investment management lifecycle and supporting technology platforms including OMS/EMS, portfolio accounting, risk analytics, and reporting tools.
• Strong technical foundation across enterprise infrastructure, including Windows/Linux environments, networking, SQL/database querying, and API/integration troubleshooting.
• Solid understanding of ITIL-aligned service management frameworks and experience with ITSM tooling such as ServiceNow or equivalent.
What makes you stand out:
• Experience managing outsourced or shared services delivery partnerships, including SLA governance and vendor performance management.
• Familiarity with cloud platforms (Azure, AWS, or GCP) and scripting or automation tools such as Python or PowerShell.
• ITIL v4 Foundation certification or higher, PMP or equivalent project management qualification.
  
  Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X., Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.