Role Context
InvestCloud's Private Markets Account (PMA) is an industry-first managed account platform that enables Wealth Managers to combine public and private market instruments within a single managed account program, providing a total portfolio view and experience. PMA provides the portfolio accounting, portfolio management, and trading capabilities required to support private market instruments alongside public assets.
The Private Markets Network (PMN) is the digital, network-level execution and processing infrastructure that sits behind PMA. PMN enables managed account platforms such as PMA to execute and service private market transactions at scale.
Together, PMA and PMN enable private markets to be made available to wealth managers and their investors through managed account programs, delivering the same operational discipline, scalability, and resilience of other asset classes.
What does a great Senior Director, IT Service Management do?
The Senior Director, IT Service Management is responsible for ensuring the readiness of the InvestCloud Private Markets Network (PMN) across product technology, participant service management, and IT operational elements. PMN must be introduced into the live environment with minimal operational risk, full control coverage, and a well-managed, deterministic service experience.
The role acts as the operational bridge between Product teams, Change and Project Delivery, Risk and Control functions, Technology, and Operations, coordinating activity across these groups to deliver a high-quality and robust service launch.
Key Responsibilities
PMN Business Process Definition
Whilst most of the Service Model capabilities applicable to the operation of the InvestCloud PMN reside within the existing IT Operations catalogue, there are a number of Business Operations processes that need to be defined, built out and staffed.
Service Introduction & Readiness
Lead the end-to-end service introduction of PMN capabilities into the InvestCloud production environment for both IT and PMN Business Operations
Apply existing InvestCloud Service Introduction frameworks and governance, ensuring PMN meets all required readiness checkpoints prior to go-live.
Define, own and manage PMN operational readiness assessment(s), including gap analysis, risk identification, and mitigation planning across product, technology, and organisational dimensions.
Operating Model & Controls
Define and document target operating model changes, including process flows, control frameworks, SLAs, escalation paths, and exception handling for new PMN services.
Ensure all pre-go-live controls, processes, systems, and documentation are in place, approved, and ready for transition to BAU.
Partner closely with Risk, Compliance, and Legal to ensure regulatory, operational risk, and control requirements are met.
Delivery & Go-Live Execution
Own the Service Introduction plan and book of work, coordinating across Product, Technology, IT Operations, PMN Business Operations, Client Service, and Compliance teams.
Support UAT, dry runs, parallel runs, and go-live rehearsals, acting as the primary operational point of accountability.
Produce high-quality Service Introduction Packs, Operational Playbooks, Training Materials, and BAU handover documentation.
Post-Implementation & Continuous Improvement
Track post-implementation issues, stabilisation actions, and lessons learned.
Drive continuous improvement of the Service Introduction framework to support future PMN capabilities and product launches.
Governance & Stakeholder Engagement
Represent PMN Business Operations in governance forums (e.g. New Product Approval Committee, Change Review Board).
Provide clear, concise updates to senior stakeholders on readiness status, risks, and go-live recommendations.
Key Stakeholders
Product Management
Change & Transformation
Technology & IT Operations
Client Service & Service Delivery
Risk, Compliance & Legal
Internal Audit
Basic Qualifications For Consideration
5+ years' experience in operations, product implementation, or change delivery within Financial Services (Wealth and Asset Management, Capital Markets, Custody and Private Markets)
Proven track record of introducing new products, funds, platforms, or services into live production environments with minimal disruption.
Excellent stakeholder management skills, with the ability to influence without direct authority.
Strong process design and operational risk / control mindset.
Cloud IT Operations / Service Delivery experience
Comfortable operating within gated governance and approval frameworks.
Excellent written and verbal communication skills, with the ability to produce clear, senior-level documentation.
Preferred Skills / Experience
Understanding of Private Markets investment operations, including custody, settlement, fund servicing, corporate actions, tax, and client lifecycle processes.
Familiarity with market infrastructure messaging standards (e.g. DTCC, SWIFT ISO 20022, FIX).
Exposure to Agile delivery environments.
Experience using workflow and documentation tools (e.g. ServiceNow, JIRA, Confluence, Visio/Lucidchart).
Operations tooling (DataDog, SIEM, AWS Guard Duty, AWS Security Hub, AWS Cloud Trail)
Exposure to digital asset or complex custody model introductions.
Personal Attributes
Proactive, delivery-focused, and highly accountable
Calm and effective under go-live pressure
Strong analytical and problem-solving capability
Collaborative and pragmatic, with a client-first mindset
High attention to detail and ownership mindset
About InvestCloud
InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company's clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named CNBC World's Top Fintech Company, a proof point of the company's commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world. For more information, visit
Our Values
Client Connected
Human Centered
Technology Forward
Respect + Integrity
Excellence
Compensation & Benefits
Competitive base salary
Discretionary bonus
Excellent pension, private medical, life assurance
Hybrid working model
28 days holiday plus bank holidays
The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on the applicant's geographic location.
Invest Cloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.