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- Tasks: Lead IT service delivery and improve processes using ITIL frameworks.
- Company: Join Columbia Threadneedle Investments, a global leader in asset management.
- Benefits: Enjoy career growth, flexible working, and a diverse, inclusive workplace.
- Why this job: Make a real impact by aligning IT with business goals and driving innovation.
- Qualifications: Experience in IT service management and strong leadership skills required.
- Other info: Collaborate with a global team and enhance your professional development.
The predicted salary is between 36000 - 60000 £ per year.
In your role you will be part of the Technology Operations Center (TOC) leadership team, ensuring continuous monitoring, rapid incident response, and effective coordination of major incidents. You will also champion IT Service Management (ITSM) practices, driving process improvement and service reliability through Information Technology Infrastructure Library (ITIL) frameworks. Additionally, you will act as a key Business Relationship Manager (BRM) for the Columbia Threadneedle UK organisation, serving as a trusted advisor to regional business units and driving strategic alignment between IT capabilities and business needs.
We are seeking a strategic and results-driven Operations Leader to oversee and integrate our IT service delivery, operational excellence, and business relationship management. This role combines leadership of IT operations, ITIL-based service management, and stakeholder engagement to ensure high-performing, customer-focused technology services that align with organizational objectives.
- Lead ITSM Strategy & Governance: 50%
- Develop, implement, and maintain an enterprise-wide ITSM strategy aligned with organizational goals.
- Define and enforce ITIL-based policies, processes, and procedures.
- Oversee core ITIL functions such as Incident Management, Problem Management, Change Management, Request Fulfillment, and Configuration Management.
- Establish KPIs and metrics to monitor and report on service performance, availability, and customer satisfaction.
- Business Relationship Management: 25%
- Serve as the strategic liaison between IT and business units to align technology initiatives with business goals.
- Build strong relationships with stakeholders, ensuring clear communication and expectation management.
- Support the delivery of IT services, resolving issues and driving continuous service improvement.
- Technology Operations Center Leader and Major Incident Coordinator: 15%
- Manage the performance of IT infrastructure services delivered by external vendors, ensuring service-level agreements (SLAs) are met.
- Liaison with Business Continuity teams in EMEA and lead Disaster Recovery Exercises in compliance with global standards.
- Act as the point of escalation for critical issues from business partners, driving prompt and effective resolution.
- Oversee governance of IT operations, ensuring that outsourced services are aligned with enterprise goals and maintaining compliance with regulatory and business standards.
- Team Leadership and Cross-functional Collaboration: 10%
- Lead a team of operations engineers and analysts, fostering innovation, efficiency, and collaboration.
- Partner closely with application and product teams, across a global 24 by 7 operations including India and US, ensuring infrastructure capabilities effectively support evolving business requirements.
- Guide the team in adopting best practices for infrastructure resilience and security while enabling digital transformation initiatives.
To be successful in this role you will have:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (Masters preferred or equivalent experience).
- Extensive progressive IT experience, including established experience in service management, operations, or infrastructure support, and proven experience in a leadership or managerial role.
- Proven track record in IT service delivery, ITSM process implementation, and managing major incidents in large-scale enterprise environments.
- ITIL Foundation certification (Intermediate or Expert preferred).
- Experience in business analysis, stakeholder management, and bridging technical and non-technical teams.
- Strong knowledge of ITIL practices, ITSM frameworks, and service management platforms.
- Excellent leadership, communication, and interpersonal skills.
- Skilled in translating business needs into technical solutions and driving cross-functional collaboration.
- Proficient in data analysis, performance reporting, change management, and continuous improvement.
If you also had this, it would be great:
- BRM Institute certification, PMP, CBAP, or other service management/governance frameworks (e.g., COBIT, ISO/IEC 20000) are a plus.
- ITSM tools: ServiceNow, BMC Remedy, Jira Service Management, Freshservice.
- CMDB and IT performance monitoring platforms.
- Automation tools and scripting (e.g., Ansible, PowerShell).
About Columbia Threadneedle Investments: Working at Columbia Threadneedle Investments you'll find growth and career opportunities across all of our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,500 people working together. Our expertise is diverse with more than 650 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies, and we have the capability to create bespoke solutions matched to clients' specific requirements. Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base. We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.
IT Service Management and Delivery Lead in London employer: 50100 Threadneedle Ast Mgt Hld Ltd
Contact Detail:
50100 Threadneedle Ast Mgt Hld Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management and Delivery Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Columbia Threadneedle. A friendly chat can open doors and give you insider info on the company culture and what they’re really looking for.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL practices and service management frameworks. Be ready to discuss how you've implemented these in past roles. We want to see your strategic thinking and how you align IT with business goals!
✨Tip Number 3
Showcase your leadership skills! Think of examples where you’ve led teams or projects, especially in high-pressure situations. We love candidates who can demonstrate their ability to manage major incidents and drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Columbia Threadneedle.
We think you need these skills to ace IT Service Management and Delivery Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience with ITIL frameworks and service management, as well as any leadership roles you've held. We want to see how your skills align with our goals!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the IT Service Management and Delivery Lead role. Share specific examples of how you've driven process improvements and managed major incidents in the past.
Showcase Your Soft Skills: Don’t forget to highlight your communication and interpersonal skills. As a Business Relationship Manager, building strong relationships is key. Let us know how you’ve successfully engaged with stakeholders in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at 50100 Threadneedle Ast Mgt Hld Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've implemented ITIL frameworks in past roles, and think of specific examples where you've driven process improvements or enhanced service reliability.
✨Showcase Your Leadership Skills
As a potential Operations Leader, it's crucial to demonstrate your leadership experience. Prepare to share stories about how you've led teams, managed major incidents, and fostered collaboration across departments. Highlight any successful projects that showcase your ability to align IT services with business goals.
✨Understand the Business Relationship Management Role
Familiarise yourself with the concept of Business Relationship Management (BRM). Be prepared to discuss how you would act as a strategic liaison between IT and business units, ensuring clear communication and expectation management. Think about how you can build strong relationships with stakeholders.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Practice articulating your thought process when managing critical incidents or implementing service improvements. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.