ITSM Service Manager

Overview

In this role you will oversee ITSM functions to ensure reliable incident, problem, change and release management within a high-stakes production environment. You will partner with cross-functional teams and third-party providers to boost service quality, resilience and operational excellence, while reporting on performance metrics. The position sits in Production Services & Governance and offers visibility and influence over service strategy in a financial markets context. You will work on critical production issues and drive improvements that scale with the business. This is a hands-on leadership role shaping service delivery in a cutting-edge tech environment.

Pay / Benefits

• competitive package
• excellent long-term career prospects
• on-site role
• visibility within a critical production environment

Responsibilities

• Own Incident, Problem, Change and Release Management processes
• Act as escalation lead for major incidents
• Drive service improvement initiatives and trend analysis
• Produce and present service reporting and KPI metrics
• Manage relationships with internal teams and third-party providers
• Support application monitoring, alerting and operational readiness
• Conduct technical impact assessments for production changes
• Ensure SLA adherence across critical business services

Key requirements

• Proven IT Service Management experience within Financial Services
• Strong knowledge of ITIL processes and best practices
• Experience supporting business-critical applications
• Strong Incident, Problem and Change Management background
• Excellent stakeholder management and communication skills
• Experience working with third-party service providers
• Knowledge of market data, trading environments, exchanges or clearing houses would be highly advantageous
• On-site 3 days a week – on-site role

• stakeholder management
• communication skills
• ability to influence
• ITIL processes
• Incident Management
• Problem Management

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