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Job Information

Dow Jones Head of Customer Delivery and Operations, RiskCenter, Third Party in Glasgow, United Kingdom

Job Description:

Reports to: Head of Partners & Integration – Risk & Compliance

Purpose of the Role:

To lead the RiskCenter, Third Party Customer Delivery and Operations (CDO) team overseeing the provision of all professional and technical services, product implementation, delivery and technical support.

The Director leads the design and implementation of RiskCenter, Third Party customer engagements, overseeing the CDO team managing customer relationships during implementation. This includes the coordination of projects; resolution of issues to ensure customer expectations during implementation are satisfied; provision of feedback and status updates; conducting presentations and training for customers; presenting solutions, and presenting project designs and proposals to customers for approval and/or modification.

Additionally, management of the RiskCenter Third Party Service Desk and the maintenance of high level customer relations supporting customer retention and upselling opportunities.

Department/Product Overview:

The Professional Information Business at Dow Jones plays a critical role in the delivery of key B2B products in order to be the power behind global businesses. We are a truly global business with a significant proportion of our customer base coming from outside the US. We provide information; data and analytics to help support and drive our customers key business decisions, and protect their organizations from risk. The PIB business is broken into five customer focused verticals to solve for user solutions: Knowledge & Insight, News Alerts & Data, DNA, Risk & Compliance and Partnerships.

These business units are continually looking to develop innovative new products that will further serve our customer needs.

Position Statement:

The RiskCenter, Third Party (RCTP) product suite is the Dow Jones Risk and Compliance Third Party Risk Management (TPRM) solution, predominantly targeting the corporate market.

The Customer Delivery and Operations Manager is responsible for the coordination and overall management of all client implementations and change control implementations. This role will be part of the Client Delivery and Operations Team and will require regular interaction and liaison with the RCTP Technical Team.

The Delivery Manager ensures all client implementations are scheduled accurately and that all technical build dependencies are clearly understood and communicated with the assigned Technical Account Manager (TAM) and the RCTP Technical Team. Individual projects plans will be owned by the Delivery Manager, who coordinates with the TAM and assigns them to the overall implementation programme plan (including Sprint deliverable scheduling). Management of the budget and resource scheduling for each implementation are managed in cooperation with the regional Technical Account Directors.

You Will:

  • Lead, manage and develop the CDO team to deliver against a portfolio of customer implementations, work streams and operational requirements, ensuring timely completions in accordance with agreed project timelines and performance metrics.

  • Lead, manage and develop the CDO team in establishing methods for defining and documenting concise business requirements for customer implementations.

  • Develop and support sales pitches as required, to help win new business, develop CDO team capability and enhance the services and products delivered.

  • Prioritise customer implementation work and resource allocation. Also, ensure the effective identification and management of project risks and issues, execution performance, tracking and reporting progress and problem resolution.

  • Manage product ‘functional consumption’ liaising as necessary with the Risk Center Third Party (RCTP) Technology team to optimise overall performance.

  • Understand customer and industry demands and make key contributions towards translating that knowledge into driving the functional development of the RCTP IT roadmap and associated products.

  • Act as a Subject Matter Expert for RCTP, both internally and externally.

  • Act as a lead member of the Change Management Change Committee and Product and Change Team.

  • Liaise with the product team to develop and maintain efficient change control processes.

  • Liaise with the product team on communication concerning enhancements or modifications to products internally and externally.

You Have:

  • Flexibility and ability to use own initiative.

  • A motivated self-starter who is a good team player, determined to meet a challenge.

  • Strong Project Management skills.

  • Results and delivery driven personality.

  • Ability to change and adapt in a fast-moving environment.

  • Strong Client Management skills.

  • High integrity, with a sense of commitment to the value of customer service.

  • Exhibits approach and behaviours consistent with the firm's core values of “Professionalism”, “Entrepreneurship”, “Teamwork” and “Personality”.

  • Excellent problem solving and decision-making capability.

  • Strong and proven aptitude for leadership.

  • Experienced senior stakeholder and relationship manager.

  • Exceptional presentation and interpersonal skills.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at Please put “Reasonable Accommodation" in the subject line.

Business Area: PIB - RISK & COMPLIANCE

Job Category: Sales Ops/Planning/Support Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 25850