Head of Production Support

About Marex

Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world’s major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 2,300 employees across Europe, Asia and the Americas.

For more information visit https://www.marex.com/

Department description

The Technology Department delivers differentiation, scalability and security for the business. Reporting to the CTO, Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile ‘streams’ aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design.

Within Technology, the Support Team is responsible for ensuring the smooth operation of all the systems and applications within the firm, serving as a critical pillar of Marex’s operational resilience and regulatory confidence, balancing day-to-day service delivery with strategic transformation and strong engagement with senior business stakeholders.

Role Summary

The Head of Support is responsible for ensuring the availability and integrity of the organisation’s production services, maintaining a robust operational control environment aligned with regulatory and audit expectations. The role carries executive accountability for the integrity of operational controls within the Support function.

In addition to maintaining strong operational performance, the Head of Support is expected to lead the strategic evolution of the function, ensuring that service delivery models, tooling, and processes are modern, scalable, and aligned with the needs of the business as the organisation continues to grow.

A core component of the role is building and leading a high-performing leadership team capable of operating at enterprise scale. The Head of Support must foster a culture of accountability, ownership, and continuous improvement across the function, ensuring that issues are addressed with clear remediation plans and that the team proactively anticipates operational and control risks.

Responsibilities

Role specific:

Control Environment & Regulatory Leadership

• Owns SOX-relevant operational controls end-to-end.
• Proactively identifies control gaps and risk exposure.
• Develops structured remediation plans with defined milestones and ownership.
• Provides clear, confident engagement with Governance, Risk, Audit, and regulators.
• Demonstrate executive-level accountability in high-risk regulatory areas, liaising with auditors and senior leadership through structured governance and transparent reporting.

Operational Resilience & Service Excellence

• Management of a highly controlled, data-driven operation that scales with business growth while maintaining service quality and resilience.
• Ensures stability, performance, and resilience of services
• Establishes measurable KPIs, SLAs, and service standards.
• Embeds continuous improvement frameworks.
• Anticipates operational risk and mitigates before escalation.
• Ensures effective acceptance into service standards are executed for production releases

Strategic Transformation & Modernisation

• Use technology and structural change to improve efficiency, control, and stakeholder experience.
• Defines and execute a multi-year Support transformation roadmap.
• Modernises tooling, automation, workflows, and service delivery models.
• Aligns Support operating model to business structure and growth strategy.
• Shifts Support from reactive issue management to proactive service enablement.

Stakeholder & Executive Engagement

• Create confidence and respect from senior stakeholders.
• Operates as a credible peer to senior executives.
• Communicates clearly, proactively, and with authority.
• Manages escalations constructively and decisively.

Organisational Design & Leadership Depth

• Demonstrate structural thinking and builds a leadership team capable of independent execution.
• Designs and evolves the Support organisational structure in line with business scale.
• Builds a strong second-line leadership bench.
• Drives accountability across a large, complex team.
• Embeds a culture of ownership, performance, and delivery.

All staff

• Ensure compliance with the company’s regulatory requirements under the FCA.
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.
• At all times comply with the FCA’s Code of Conduct.
• Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility.
• Report any breaches of policy to Compliance and/ or your supervisor as required.
• Escalate risk events immediately.
• Provide input to risk management processes, as required.

Competencies, Skills and Experience

Competencies

• A collaborative team player, approachable, self-efficient and influences a positive work environment.
• Demonstrates curiosity.
• Resilient in a challenging, fast-paced environment.
• Ability to take a high level of responsibility in a fast pace and high-volume environment.
• Excels at building relationships, networking and influencing others.
• Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness.

Skills and Experience: Essential

• Experience leading a large (50+ FTE) technology support function.
• Technical understanding of Trade Lifecycle processes and flows.
• Direct accountability for SOX-relevant or audit-facing controls, with a deep understanding of control frameworks and audit requirements.
• Proven delivery of organisational redesign at scale.
• Successful transformation of service delivery models.
• Process driven and systematic.
• Good communication and organisation skills.
• Ability to manage a global team in an environment with changing expectations from the business and regulatory perspective.
• Analytical thinking and problem solving.
• Strategic planning.

Desirable

• Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this.
• Strong grasp of automation, tooling, and scalable operating models.
• Confident in difficult conversations and escalation management.
• Understanding of ITIL disciplines required to design, develop, transition and operate technology services, ideally with a formal ITIL v4 certification.

Conduct Rules - You must

• Act with integrity
• Act with due skill, care and diligence
• Be open and cooperative with the FCA, the PRA and other regulators
• Pay due regard to the interests of customers and treat them fairly
• Observe proper standard of market conduct
• Act to deliver good outcomes for retail customers

Company Values

Acting as a role model for the values of the Company:

Respect - Clients are at the heart of our business, with superior execution and superb client service the foundation of the firm. We respect our clients and always treat them fairly.

Integrity - Doing business the right way is the only way. We hold ourselves to a high ethical standard in everything we do – our clients expect this and we demand it of ourselves.

Collaborative - We work in teams - open and direct communication and the willingness to work hard and collaboratively are the basis for effective teamwork. Working well with others is necessary for us to succeed at what we do.

Developing our People - Our people are the basis of our competitive advantage. We look to “grow our own” and make Marex the place ambitious, hardworking, talented people choose to build their careers.

Adaptable and Nimble - Our size and flexibility is an advantage. We are big enough to support our client’s various needs, and adaptable and nimble enough to respond quickly to changing conditions or requirements. A non-bureaucratic, but well controlled environment fosters initiative as well as employee satisfaction.

Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

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