ITSM Service Manager

ITSM Service Manager, ITIL, Incident, Change, Enterprise Applications

We're supporting a leading financial markets organisation in the search for an experienced ITSM Service Manager to join their Production Services & Governance team.

This is a highly visible role responsible for driving Incident, Problem, Change and Release Management across a complex, business-critical technology environment.

You'll act as the key escalation point for major incidents, oversee service performance, manage third-party providers, and work closely with technology and business stakeholders to improve service quality, resilience and operational excellence.

Key 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

Experience Required

• 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
• Highly visible role within a critical production environment
• Opportunity to influence service strategy and operational excellence
• Work with cutting-edge technology supporting financial markets
• Competitive package and excellent long-term career prospects

This role requires you to be on site 3 days a week - excellent chance to progress within the firm.

ITSM Service Manager, ITIL, Incident, Change, Enterprise Applications