Enterprise Data Service Delivery Lead

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Bloomberg Full time
Job Description

Bloomberg is a global leader in business and financial information, news, and insight. We utilize innovative technology to deliver trusted data and bring transparency to the financial markets.

Our customers worldwide rely on us for the information and tools they need to make critical investment decisions and stay connected across all sides of the financial community.

To ensure an exceptional experience for our 20,000+ employees across 176 offices globally, we provide spaces and systems that enable our teams to work together with agility, productivity, and collaboration, regardless of their location.

The Bloomberg Financial Solutions department, comprising 5,000+ employees, is at the forefront of ensuring success for our customers and employees alike. Our team consists of several key pillars: sales, service, operations, culture, and brand.

We create meaningful relationships with clients by understanding their needs and delivering exceptional end-to-end support from sales and implementation, through their ongoing relationship with Bloomberg.

Our Team:

We're Bloomberg Enterprise Services - fast-paced, innovative, and expanding. We've worked hard and smart to become the over $2bn business we are today.

We partner closely with our clients, taking time to understand their unique businesses and individual data and technology needs.

We provide a vast number of datasets covering all asset classes, via multiple delivery technologies and flexible scheduling options.

This enables our clients to receive exactly the data they need, when they need it, in the format they prefer.

Without us, they simply can't operate.

The Role:

One of Bloomberg's key differentiators is our level of customer service. It's something we're proud to be known for in the industry.

In this leadership role, you'll lead a dynamic team of Technical Support Specialists, responsible for providing escalated technical support, understanding client data use cases, managing outages, and working with internal and external stakeholders.

You'll develop a high-performing technical team focused on resolving complex client problems, working closely with our Product team on driving change, identifying client trends, and attending client meetings with a colleague from our Sales or Technical Account Management teams.

Reporting to the regional Head of Service Delivery, you'll bring a strong background in leading technology or data SMEs within the financial services space.

You're great at maintaining composure under pressure, skilled at adapting your style to suit your audience, and excellent at troubleshooting enterprise infrastructure and data.

Importantly, you take pride in developing your team, managing them through the changing business environment associated with one of the fastest-growing businesses in Bloomberg.

Key Responsibilities:

  • Assist in developing a strategy in collaboration with global counterparts and Service Delivery Leadership to advance the level of service provided to the Enterprise Data client base.
  • Provide effective and inspiring day-to-day leadership presence as you execute on that strategy.
  • Set clear objectives, evaluate progress, and develop a high-performance culture with a focus on collaboration, service excellence, and ownership for resolving customer issues.
  • Guide and coach your team in communication and troubleshooting best practices.
  • Be truly Global, collaborating with other regional Service Delivery teams to drive global projects to completion and ensure a cohesive global support model.
  • Manage high-impacting incidents, working with internal teams to drive incident resolution, while maintaining good client communications.
  • Foster a culture of continuous learning and adaptability, with a keen interest in data products and various delivery methodologies.
  • Evaluate and improve working practices to ensure they are well-defined and operational with minimal disruption, leveraging technology to enhance efficiency.
  • Collaborate with internal functions, including sales, product management, Engineering, and Network Operations, to develop and implement appropriate technical solutions for our clients.
  • Develop and implement advanced training programs to drive individual performance, technical, and skills development.

Requirements:

  • Experience leading, coaching, or mentoring colleagues in an advanced technical support environment with an emphasis on data and supporting clients subscribed to a managed service.
  • A minimum of 3-5 years' relevant financial markets experience.
  • An understanding of technical networking topologies, network distribution technologies & protocols.
  • Technical troubleshooting skills and the ability to trace issues to their source through collaboration with incident and engineering teams.
  • Tactical scripting in Python, Java, or C++ for simple troubleshooting (large-scale programming not required).
  • Proven management of production service teams, strategy development and execution, delegation, supervision, and associated human resource skills.
  • Incident, problem, release, and change management experience.
  • A real passion for troubleshooting, critical thinking, and teamwork, especially in the fast-paced financial services industry.
  • Excellent written and verbal communication skills in English.
  • Strong multi-tasking skills and the ability to maintain a professional demeanor when handling complex, time-sensitive issues.
  • Good time and task management - as an individual and for the team.

About Bloomberg:

Bloomberg provides its customers with unparalleled access to the world's most accurate and comprehensive financial data, news, and analytics.

We empower financial professionals worldwide to make informed decisions and navigate the complexities of the global economy.

Salary: Estimated salary range is between $150,000 and $250,000 annually, depending on qualifications and experience.

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