At a Glance
- Tasks: Lead IT Support operations and drive service improvements in a dynamic financial services environment.
- Company: Join a forward-thinking financial services firm focused on IT excellence.
- Benefits: Highly competitive day rate, hybrid work model, and opportunities for professional growth.
- Other info: Exciting role with a focus on innovation and stakeholder engagement.
- Why this job: Make a real impact by reshaping IT support and enhancing operational resilience.
- Qualifications: Proven experience in IT support management and strong ITIL knowledge required.
Working Pattern: Hybrid - 2 days in London office
Day Rate: Highly competitive (DOE)
Start Date: ASAP
Contract Duration: 6–12 months
Company Overview
We are supporting a London based Financial Services organisation undergoing a period of investment and improvement across its IT function, with a particular focus on service quality, operational resilience, and stakeholder experience.
Our client has an urgent need for a contract IT Support Manager to join them for 6-12 months, to lead and elevate the IT Support function, with a focus on operational improvement. This is a highly visible role where you’ll play a key part in reshaping how IT Support is delivered and perceived across the business — moving towards a truly service-led, value-driven function.
Role Overview
You will be an experienced IT Support Manager who can confidently lead the day-to-day IT Support operation, while driving measurable improvements across service delivery, ITSM processes, and stakeholder engagement. Alongside managing the internal support team and third-party vendors, you will act as a key contributor to the organisation’s operational resilience programme, leading the ITSM / ITIL workstream (aligned to DORA). This role combines hands‑on operational leadership with service improvement and transformation activity, making it ideal for someone who enjoys both delivery and change.
Key Responsibilities
- Lead the evolution and adoption of ITIL v4‑aligned processes including Incident, Problem, Change and Request management
- Drive continual service improvement initiatives across people, processes and tooling
- Oversee service acceptance for new systems, ensuring readiness before go‑live
- Contribute to and lead ITSM improvements within the wider Operational Resilience programme
- Lead and manage the IT Support function, ensuring consistent, high‑quality service delivery across all support tiers
- Act as the escalation point for complex or high‑priority incidents and serve as Major Incident Manager
- Monitor ticket queues, team performance, and SLA adherence using ITSM tools (e.g. Halo, ServiceNow)
- Define and track meaningful KPIs and service metrics, driving improvements beyond basic ticket measures
- Produce regular service performance reports for IT leadership and governance forums
- Build strong relationships with business stakeholders, improving perception and trust in IT services
- Manage third‑party vendors, ensuring delivery against SLAs, conducting service reviews and driving accountability
Requirements
- Proven experience as an IT Support Manager or Service Delivery Manager
- Strong background in ITSM and ITIL v4 (practical application essential)
- Experience managing IT Support teams and third‑party vendors
- Strong incident management experience, including major incident handling
- Excellent stakeholder management skills, with the ability to engage at all levels
- Experience defining and reporting on service metrics and performance
- Strong operational leadership and problem‑solving ability
- Experience in Financial Services or a regulated environment
- Exposure to Operational Resilience / DORA programmes
- Familiarity with Halo ITSM, ServiceNow or Jira Service Management
- Understanding of wider governance frameworks (ISO27001, COBIT)
- Technical knowledge across Microsoft 365, Azure, infrastructure and networking
IT Support Manager (Contract) - ITSM & Operational Resilience employer: Juno People Solutions
Join a forward-thinking Financial Services organisation in London that prioritises service quality and operational resilience. As an IT Support Manager, you'll benefit from a competitive day rate and a hybrid working model, while being part of a culture that values continuous improvement and employee development. This role offers a unique opportunity to lead transformative initiatives within a supportive environment, enhancing your career in a dynamic sector.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Manager (Contract) - ITSM & Operational Resilience
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector and let them know you're on the lookout for an IT Support Manager role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your ITIL v4 knowledge and operational resilience strategies. Be ready to share specific examples of how you've driven service improvements in past roles. We want to see that you can walk the talk!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that match your skills, especially in ITSM and operational resilience. We’ve got some great roles waiting for you!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show your genuine interest in the role and the company.
We think you need these skills to ace IT Support Manager (Contract) - ITSM & Operational Resilience
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Manager role. Highlight your experience with ITSM and ITIL, and don’t forget to showcase your leadership skills and any relevant achievements in service delivery.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific examples of how you've improved IT support functions or led teams to success in the past.
Showcase Your Technical Skills:Don’t hold back on your technical know-how! Make sure to include your familiarity with tools like Halo, ServiceNow, or Jira Service Management, as well as your understanding of Microsoft 365 and Azure.
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 get you one step closer to joining our team!
How to prepare for a job interview at Juno People Solutions
✨Know Your ITIL Inside Out
Make sure you brush up on ITIL v4 principles and how they apply to ITSM. Be ready to discuss specific examples of how you've implemented these processes in previous roles, especially around Incident, Problem, Change, and Request management.
✨Showcase Your Leadership Skills
Prepare to talk about your experience managing IT Support teams and third-party vendors. Highlight any successful initiatives you've led that improved service delivery or stakeholder engagement, as this role is all about operational leadership.
✨Be Ready for Scenario Questions
Expect questions that put you in the hot seat, like handling major incidents or improving service metrics. Think through some real-life scenarios where you had to solve complex problems and be prepared to explain your thought process.
✨Understand the Business Context
Familiarise yourself with the financial services sector and the specific challenges it faces regarding IT support and operational resilience. This will help you tailor your responses and demonstrate your understanding of the company's needs.
