Service Delivery and Support Manager

LGT Wealth Management UK LLP is a UK-based partnership, wholly owned by the private banking group LGT. Our aim is to offer a fresh approach to wealth management. We have a presence in Edinburgh, Jersey, Leeds, Birmingham and Bristol. Our mission is to create long-term value for all stakeholders. Our culture encourages individuals to generate, develop and implement ideas which will strengthen our business. Belonging, respect, integrity, conviction and entrepreneurship are our core values.

Key Responsibilities:

• Lead, manage, and develop the Service Centre and Service Delivery teams to ensure high performance and continuous growth.
• Allocate resources effectively to meet service demands and requirements, including Tech Bar presence, Client Portal support line and visits to our UK and Jersey offices.
• Oversee the resolution of ITSM activities such as incidents, service requests, assignments, problems etc within agreed SLAs.
• Respond to escalations and complaints about IT Service, escalating to Head of Service Delivery where appropriate.
• Own the Major Incident process, ensuring coordination of resolvers, effective stakeholder communications, and post-incident review.
• Co-ordinate hardware deployments, including laptops, iPhones, headsets and desk moves.
• Accountable for ensuring stock levels of IT consumable items and order replacement items as required.
• Collaborate with development, product and project teams to ensure smooth transitions from projects to the support world.
• Own Identity Access Management processes; ensuring joiners, leavers, and transfers are completed accurately.
• Own the Change Enablement Process and execution of change advisory board (CAB) meetings.
• Maintain strong relationships with business users, Technology teams, and third-party vendors to ensure service alignment and satisfaction.
• Communicate service performance, risks, and improvement plans to stakeholders regularly.
• Drive continuous improvement initiatives to enhance support processes, tools, and documentation.
• Ensure compliance with ITIL practices and internal governance standards.
• Monitor performance and support metrics, identifying trends and areas for improvement.
• Ensure the creation and maintenance of knowledge base articles, runbooks, and support documentation.
• Promote knowledge sharing within the team to improve efficiency and reduce resolution times.
• Perform other duties as assigned by Team Head, Service Delivery.

Your profile:

Key Skills and Competency Requirements:

• Proven experience leading and developing high-performing support teams.
• Ability to motivate, coach, and mentor team members to achieve service excellence.
• Flexible approach to working hours, to accommodate global IT meetings and managing major incidents that occur outside of business hours.
• Working knowledge of IT systems including Windows 11, MS Teams, SCCM, Active Directory, Group Policy, MS Office, Video and audio-conferencing systems.
• Experience using endpoint management tools, such as Microsoft SCCM and Microsoft Intune.
• Skilled in managing major incidents, root cause analysis, and overseeing long-term fixes.
• Experience in creating and maintaining support documentation and knowledge bases.
• Familiarity with ITIL practices and experience with IT Service Management tools such as Ivanti, Service Now, JIRA etc.
• Excellent communication skills with the ability to translate technical issues into business language.
• Strong relationship building skills with internal teams, vendors, and business stakeholders.
• Experience in driving service improvements and optimising support processes.
• Understanding of data protection, security standards, cyber security concepts and compliance requirements.
• Strong commitment to delivering high-quality support and enhancing user satisfaction.