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For Companies At a Glance
- 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 collaborative culture.
- Benefits: Enjoy competitive salary, mentorship, and a generous benefits package.
- Why this job: Shape the future of finance while advancing your career in a dynamic environment.
- Qualifications: 4 years of service desk management experience and ITIL certification required.
- Other info: Work in a diverse team with excellent growth opportunities and a supportive culture.
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 have 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 will play a key role in shaping the future of cross-border finance while advancing your own career in a dynamic, high-growth industry.
London Victoria Office - Hybrid: 4 days in the office, 1 day working from home per week
Reporting to: Director of IT Services
The Role
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.
Essential Skills & Experience Requirement Description
- Certifications: 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.
Why Ebury?
- 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.
About Us: Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 29 markets worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Vancouver to Auckland, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector. At Ebury, we're committed to building a workplace where everyone feels valued, supported, and empowered to thrive. We're proud to have active employee networks and ESG initiatives that reflect our inclusive culture, including our Women's Network, LGBTQIA Network, and Veterans Network. These communities provide spaces for connection, mentorship, advocacy, and collaboration across our global teams. We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.
Please submit your application on the careers website directly, uploading your CV / resume in English.
IT Service Support Manager in London employer: Ebury
Contact Detail:
Ebury Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Manager in London
✨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 answers to reflect our collaborative spirit!
✨Tip Number 3
Practice common interview questions, especially around ITIL and service management. We want to see your problem-solving skills in action, so think of examples that highlight your experience in managing service delivery.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in our minds as we make decisions.
We think you need these skills to ace IT Service Support Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly 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; share your successes! 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! Tell us why you’re passionate about the role and how you can contribute to our team at Ebury. Keep it engaging and personal – we love to see your personality come through!
Apply Through Our Website: We encourage you to apply directly through our careers website. It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re serious about joining our awesome team!
How to prepare for a job interview at Ebury
✨Know Your ITIL Inside Out
As an IT Service Support Manager, you'll need to demonstrate a solid understanding of the ITIL framework. Brush up on key concepts and be ready to discuss how you've applied them in previous roles. Think about specific examples where you improved service delivery or resolved major incidents.
✨Showcase Your Leadership Skills
Ebury values strong leadership, so prepare to talk about your experience managing diverse teams. Highlight your mentoring style and how you've fostered a high-performing culture. Be ready to share success stories that illustrate your ability to motivate and develop team members.
✨Be Metrics-Driven
Since you'll be responsible for SLA and KPI management, come prepared with examples of how you've defined and monitored these metrics in the past. Discuss any strategies you've implemented to exceed targets, and be ready to explain how you use data to drive continuous improvement.
✨Communicate Effectively
Excellent communication is key in this role, especially when engaging with senior stakeholders. Practice articulating your thoughts clearly and concisely. Prepare to discuss how you've managed service-related communications in previous positions, ensuring everyone stays informed during outages or maintenance.
