Head of Group End User Services

Join Euronext – Shape capital markets for future generations

Euronext is the leading pan-European market infrastructure, connecting European economies to global capital markets to drive innovation and sustainable growth. ·

Operating in 18 countries across Europe, the US, and Asia, it has regulated exchanges in Belgium, France, Ireland, Italy, the Netherlands, Norway, and Portugal.

Euronext operates regulated equity and derivatives markets, a leading electronic fixed income trading market, and the largest center for debt and funds listings globally.

The Group offers a wide range of products including equities, FX, ETFs, bonds, derivatives, commodities, and advanced data services.

It provides clearing through Euronext Clearing and custody and settlement services via Euronext Securities in Denmark, Italy, Norway, and Portugal.

Euronext also offers technology, corporate, and data services to third parties.

Role Description

Within the Group Infrastructure, this role is responsible and accountable for all activities related to End User Services Department – ensuring optimal and cost-effective services delivered to internal and external customers.

End User Services provides the following services to its internal customers:

· Being the Centre of Excellence of Euronext Group on Microsoft Technologies

· Provide the Digital Workplace to all Euronext Group collaborators

· Manage every account within the Group

As a Senior Manager with people management and technical expertise, the candidate will ensure the Team meets or exceeds performance expectations for SLA’s and KPI’s.

EUS Team is about 50 people, spread across 3 main locations (Porto, Paris and Milan) and providing services in every location where Euronext is present.

Accountabilities:

· Lead End User Services Team, providing specific expertise, effective leadership and driving continual improvement to achieve and exceed both KPI and goals

· Define, develop and maintain EUS capabilities in conjunction and alignment with Infosec and other Technology Services functions.

· Managing resource allocation and utilization to relevant projects and BAU support activities

· Build and maintain effective relationships with stakeholders across all Euronext group

· Alignment with Change Management team in definition and maintenance of Service Level Agreements for supported services

· Responsible for ensuring open incidents and requests are addressed according to SLA.

· Ensure capacity management is in place for key services

· Ensure documentation is up to date, accessible, easy to use, reduces single point of failures within the team, and make the team more efficient.

· Maintain level of resilience and follow capacity planning

· Technology watch, propose and test new solutions especially but not limited to AI, automation

· Manage Vendor relationship in collaboration with procurement department

· Audit & regulation: no overdue recommendation, and full compliance with applicable framework (GDPR, DORA, ESG, ...)

Qualifications – essential:

· Microsoft Windows technologies related qualifications

· ITIL Qualified

Knowledge/ Experience:

· 7+ years in team management and 5+ years of professional experience with EUS technology including but not limited to Microsoft

· Proven success managing high performing international and distributed teams

· Leadership role in a continuous improvement evolving the hardware and software and processes

· Excellent leadership and people management experience with a “people first” and a “sharing everything” mindset

· Use to working under pressure and meeting deadlines

· Availability to travel up to 30% of the time

· Expertise in ITIL processes and industry best practice in service request and fulfilment

· Fluent in English

Reports to: Head of Group Infrastructure. Group Infrastructure department is made of: End User Services, Network & Security, Systems, Cloud, Project Management, Contract Management