Service Delivery and Support Lead - Vice President in London

Role Overview

PJT Partners is seeking an experienced IT Service Manager to lead day-to-day IT support operations across our international offices, including London, continental Europe, the Middle East, and APAC. This is a hands-on, technical lead role with direct accountability for solving technical issues, service delivery quality, team performance, and escalation management across time zones. Functionally, the role reports into the Global Support Head based in New York, maintaining close alignment with global standards, tooling, and reporting cadences. Locally, the role reports into the Head of International Technology. The position carries equal weight across two core pillars: operational support leadership and ITSM governance oversight.

Responsibilities

• Operational Support & Escalation (50%)
  • Lead the international support function, serving as the primary escalation point for complex or high-priority incidents across all international locations.
  • Own the day-to-day performance of the international support team, ensuring SLAs are met and service quality is consistently maintained across London, Europe, Middle East, and APAC.
  • Act as the escalation point for P1/P2 incidents impacting international offices, driving rapid resolution and coordinating with technology teams including infrastructure, network, and vendors as required.
  • Maintain oversight of the managed service partner’s performance in-region, holding regular service reviews and addressing delivery gaps promptly.
  • Manage and develop local support staff, conducting regular outcome-based 1:1s, setting clear expectations, and supporting performance and development.
  • Ensure weekend, out-of-hours, and follow-the-sun coverage operates effectively, with clear escalation paths in place.
  • Triage and manage escalations from senior stakeholders and Partners across international offices, providing timely and professional communication throughout.
  • Produce and present regional operational reporting – ticket volumes, resolution times, trends, and escalation data – for the Global Support Head and local technology leadership.
  • Maintain close working relationships with office managers and local business contacts to stay ahead of operational and logistical requirements.
  • Build relationships with business partners and leadership.
  • Participate in projects, lead new initiatives, and take initiative to further develop existing processes.
  • Provide technical support for senior leaders in the organization, if called upon.
• ITSM Governance Oversight (50%)
  • Own and evolve the ITSM governance framework across the international organisation, ensuring processes are consistently applied, documented, and improved in line with the Global support team.
  • Maintain and mature Incident, Problem, Change, and Asset Management processes in line with PJT’s ITIL-aligned framework and audit controls.
  • Maintain oversight of the Production Change process with particular focus on international environments and large-scale initiatives; actively participate in CAB meetings to assess risk and coordinate scheduling, and lead end-user communications to ensure stakeholders are informed ahead of impactful changes.
  • Administer and continuously improve ServiceNow workflows to support international operations, including automation, routing rules, and reporting configuration.
  • Maintain oversight of asset management across international offices, ensuring configuration items and inventory records are accurate, complete, and reflect current state.
  • Monitor and report on Problem Management activity, ensuring root cause analysis is completed and recurring issues are driven to resolution.
  • Support the transition of new systems and services into production for international offices, acting as the operational acceptance owner and coordinating with project and infrastructure teams.
  • Drive continuous improvement across regional ITSM processes, identifying gaps through trend data, post-incident reviews, and stakeholder feedback.
  • Contribute to the development and maintenance of IT policies and procedures relevant to international support operations.
  • Define and govern the Knowledge Management framework for international support, including article creation, approval, maintenance, and retirement cycles.

Qualifications

• 7+ years in IT support operations, including at least 3 years with demonstrated leadership of international or multi-site support teams.
• Strong practical knowledge of ITIL practices across Incident, Problem, Change, Configuration, and Knowledge Management; ITIL v4 certification preferred.
• Hands-on ServiceNow experience including workflow configuration, automation, and reporting; familiarity with additional ITSM toolsets advantageous.
• Proven track record managing high-priority incidents and stakeholder escalations in a fast-paced, senior-stakeholder environment.
• Demonstrated ability to manage, develop, and hold accountable both direct reports and third-party service partners.
• Confident communicator, comfortable engaging with Partners, senior leadership, and cross-regional teams; clear and professional under pressure.
• Experience building operational dashboards and performance reports; PowerBI or equivalent proficiency desirable.
• Familiarity with regulated technology environments and the governance, audit, and controls obligations that accompany them.
• Bachelor’s degree in computer science, Information Technology, or equivalent practical experience.
• Financial or professional services background preferred.
• ServiceNow administration or configuration experience.
• Zoom Contact Centre or equivalent telephony/hotline platform experience advantageous.
• Software Asset Management (SAM) programme experience desirable.