Head of Service Delivery and Support

7 days ago

City of London Greater London, United Kingdom Control Now Full time

Job Title:
Head of Service Delivery

Location:
Remote working with occasional visits to the offices in London and Sofia

Full Time, Permanent


Control Now (CN) is a regulatory technology business established in 2017 specifically to address investment firm's requirements to submit compliant transaction reports for global reporting regimes such as MIFIR, EMIR, ASIC, MAS and many others.


Control Now is disrupting the current market for Transaction Reporting with its suite of fully automated software delivered as a SAAS solution, addressing each part of the reporting lifecycle; Founded in 2017, Control Now offers a mature suite of assurance services (TR Accuracy and TR Completeness) to ensure reporting firms are submitting compliant reports and have recently brought to market its TR Direct reporting suite (TR Transformation and TR Connect) to support firms with BAU reporting.


learn directly from industry experts in a friendly environment and support improving the quality of data available to financial regulatory authorities.


The Head of Service Delivery will be pivotal in achieving the company strategy by implementing software to meet client requirements.


The Head of Service Delivery will be responsible for implementing processes and recruiting / managing a team to deliver the Control Now services as efficiently as possible.

Strong project management and technical business analysis skills are vital for success in this role.

The role will require a candidate with a proven track record in client project delivery with the financial data and regulatory space.


Control Now have developed state of the art ETL and action management software to support delivery and the Head of Service Delivery should feel comfortable working with these propriety software to support this process.

The role will be supported by the;

  • Product team - constantly improving software to meet the delivery team's needs
  • Regulatory affairs team - understanding client business and compliance requirements
  • Implementation team - technical implementation of the reporting solutions
The Service Delivery team will be responsible for the following activities. The Head of Service Delivery will represent the Service Delivery team to the board and be accountable for the teams' performance;

1Raw data analysis

Request raw data and reference data from the client. Document key fields and identify business models (with help from the client) in data.

Document all findings from business, compliance and data analysis into a project scope document. Describe logic for identifying records in data.

5Record Level Business Testing

Test output after implementation and ensure results match expected output. Maintain constant communication with clients (use proprietary action log software and complete weekly client calls).


Ensure the client approves in writing all decisions made during the build of the logic and has access to, and a chance to comment on the final version of the record-level solution.

Design 1st draft of field-level enrichment (i.e. how each field of the relevant regime can be reported from raw data). Describe logic for identifying data in client files.

8TR Accuracy Testing

Test live data through the Control Now TR Accuracy validation tool. 9Action Log Management

Maintain a full log of all discussions with the client (email, phone, in-person etc) in the action log. Highlight actions, owners and expected delivery dates. Complete a call at least once weekly to review open actions and project plans with the client

Provide a final draft of config, raw data, transferred data and give client suitable time to feedback and approve go live

Project Management:
Proven client-facing experience and proven ability to manage software implementation projects.

Data Analysis:
Strong data manipulation, interpretation and presentation skills. Should be proficient in modelling large data sets and systems with Microsoft Excel, Visio and SQL queries (or similar).

Regulatory Knowledge:

Technical BA: Ability to understand complex business and technical requirements, and translate them into technical specifications for internal communication and delivery.


  • Experience with financial markets, financial instruments, derivatives trading, trading lifecycle and back office processes.

Process Driven:
Control Now focuses on delivering streamlined and highly scalable services. No agencies, please

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