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- Tasks: Lead a global IT team to deliver top-notch support and drive continuous improvement.
- Company: Join Ebury, a fast-growing fintech firm with a diverse and innovative culture.
- Benefits: Enjoy competitive salary, mentorship, cutting-edge tech, and generous benefits.
- Why this job: Shape the future of finance while advancing your career in a dynamic environment.
- Qualifications: 4+ years in service desk management and ITIL certification required.
- Other info: Collaborative culture with strong focus on personal growth and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we’ve grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You’ll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry.
As the IT Service Support Manager, you will be a key leader in our IT team, responsible for ensuring the efficient, high-quality delivery of IT support services to all 1,900+ global employees. You will champion the ITIL framework and drive a culture of continuous service improvement, customer focus, and operational rigor in a fast-paced, cloud-first FinTech environment.
Key Responsibilities- Service Delivery & ITIL Management (Essential)
- Process Ownership: Act as the Process Owner for Incident Management and Request Fulfilment, ensuring all processes strictly adhere to ITIL best practices.
- SLA/KPI Management: Define, monitor, and report on critical metrics (e.g., First Call Resolution, Average Resolution Time, CSAT) and proactively implement measures to exceed targets.
- Major Incident Management: Act as the primary escalation point for high-priority incidents, driving timely resolution in coordination with Application Support, Network, and Telecoms teams.
- Continuous Improvement: Lead the Continual Service Improvement (CSI) program, identifying automation opportunities and driving “shift-left” initiatives.
- Team Leadership & Development
- Global Team Management: Lead, mentor, and develop a multi-site, multi-cultural team of Service Desk Analysts to ensure global coverage and high morale.
- Performance Management: Conduct regular 1:1s, performance reviews, and training needs assessments to foster a high-performing culture.
- Knowledge Management: Own the IT Knowledge Base (KB), ensuring all operational procedures and technical documentation are accurate and accessible.
- Technical & Operational Oversight
- Tooling: Serve as the “Super User” and administrator for the ITSM platform and remote support tools.
- Technology Oversight: Ensure effective support for Google Workspace, core SaaS platforms, end-user computing (Windows/macOS/ChromeOS/Linux), and collaboration tools.
- Asset Management: Oversee the IT Asset Management (ITAM) process, ensuring accurate inventory and lifecycle control across all offices.
- Stakeholder Communication: Manage all service-related communications, including planned maintenance and outage notifications.
- Global Engagement & Project Management
- International Travel: Occasional travel to remote offices and European hubs to meet with local IT teams and key business stakeholders.
- Project Leadership: Manage the local implementation of global IT projects (e.g., new office setups, security enhancements).
- Relationship Building: Develop strong working relationships with regional business leaders to align Service Desk efforts with local priorities.
- ITIL Foundation: ITIL Foundation is essential; Intermediate or Expert certifications are preferred.
- Experience: 4+ years managing a Service Desk team, preferably in a global organization.
- ITSM Tools: Hands-on expertise administering and optimizing modern ITSM platforms.
- Global Support: Experience managing service delivery across multiple international sites.
- Technical Breadth: Knowledge of cloud-first environments, identity management (Google Workspace), and endpoint security.
- Leadership: Exceptional coaching and team-building skills with a focus on customer empathy.
- Communication: Excellent written and verbal skills; ability to engage with senior stakeholders.
- Competitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one.
- Dedicated Mentorship: Learn directly from experienced managers who are invested in your success.
- Cutting-Edge Technology: Leverage state-of-the-art tailor-made tools and systems that enable you to perform at your best.
- Clear, Accelerated Career Progression: Defined pathways to leadership and specialist roles within Ebury.
- Dynamic & Supportive Culture: Work in a collaborative environment where teamwork and personal growth are prioritized.
- Generous Benefits Package: Access competitive benefits tailored to your location, which typically include health care and social benefits.
- Central Office: A fantastic location with excellent transport links.
Ready to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury!
IT Service Support Manager employer: Ebury
Contact Detail:
Ebury Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Ebury on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching Ebury's culture and values. Show us how your skills align with our mission to empower businesses globally. Tailor your examples to highlight your experience in IT service management.
✨Tip Number 3
Practice common interview questions, especially those related to ITIL and service delivery. We want to see your problem-solving skills in action, so think of scenarios where you've successfully managed incidents or improved processes.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on our radar as we make decisions.
We think you need these skills to ace IT Service Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Support Manager role. Highlight your experience with ITIL, service delivery, and team management. We want to see how your skills align with what we’re looking for!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you’ve improved service delivery or led successful projects. This helps us see the impact you've made in previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how you can contribute to our team at Ebury. Keep it concise but engaging – we love a good story!
Apply Through Our Website: Remember to apply through our careers website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to upload your CV and cover letter there!
How to prepare for a job interview at Ebury
✨Know Your ITIL Inside Out
Since the role heavily revolves around ITIL best practices, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've implemented ITIL processes in previous roles and how they can benefit Ebury's service delivery.
✨Showcase Your Leadership Skills
As an IT Service Support Manager, you'll be leading a diverse team. Think of examples where you've successfully mentored or developed team members. Highlight your approach to fostering a high-performing culture and how you handle performance management.
✨Demonstrate Technical Proficiency
Familiarise yourself with the tools and technologies mentioned in the job description, like Google Workspace and ITSM platforms. Be ready to discuss your hands-on experience with these tools and how you've optimised them for better service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding major incident management. Prepare scenarios where you've successfully resolved high-priority incidents and how you communicated with stakeholders during those situations.
