ITSM Service Manager
McGregor Boyall
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
- 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
- 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
Reference: WJ-747_31050881