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. Our head office is based in London, with a presence in Edinburgh, Jersey, Leeds, Birmingham, and Bristol. Our mission is to create long-term value for all stakeholders, encouraging individuals to generate, develop, and implement ideas that strengthen our business.

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 ordering replacement items as required.
• Collaborate with development, product, and project teams to ensure smooth transitions from projects to support.
• 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

• 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.
• Working knowledge of IT systems including Windows 11, MS Teams, SCCM, Active Directory, Group Policy, MS Office, and video/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.
• 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.

Discover more about LGT Wealth Management and our unique culture and values.