IT Service Manager in London

Reporting to the Global Head of Service Management, the responsibility of the IT Service Manager will be to ensure consistent, high-quality delivery of IT Service to the business by enforcing the Global Service Management principles across the Globe. The role will cover a range of ITSM processes, which includes but is not limited to Incident Management, Request management, Change management, Problem Management, Catalogue Management, Major Incident Management, Service Integration, Service Asset and Configuration Management, managing the Desktop Support and Service Desk operation, ensuring alignment to global standards whilst doing so. The role will cover UK time zone and requires a flexible and priority driven work approach as service critical issues will require immediate response. Some activities may need to be performed outside core business hours and may include being on-call during weekends. The candidate will be expected to work closely with other colleagues, IT suppliers and partners; both locally, within region and globally. Good communication skills are a must, both to business users and others within Global Technology. The candidate will be expected to design, manage and onboard services and processes through Continual Service Improvement, and play an instrumental delivery role within formal projects or BAU initiatives.

What you’ll do:

• Oversee and deliver BAU IT services across multiple locations using a customer-centric approach.
• Develop and implement ITSM strategies aligned with organisational objectives, ensuring effective IT service design, delivery, and support.
• Define, improve, and align ITSM processes (incident, problem, change, and service level management) including workflow and role assignments.
• Establish and manage SLAs/OLAs, ensuring service levels consistently meet or exceed targets.
• Build influential relationships with partners, vendors, colleagues, and users.
• Define, track, and report key IT service KPIs and performance metrics.
• Coordinate with service/product providers and manage vendor performance to contractual obligations.
• Maintain disaster recovery and IT service resilience plans.
• Evaluate and implement ITSM tools and automation to improve efficiency.
• Engage collaborators to understand IT needs, communicate ITSM initiatives, and drive improvements.
• Oversee IT budgeting, financial management, and resource optimisation.
• Ensure compliance with IT policies, governance, and regulatory requirements.
• Collaborate with IT teams for seamless service integration.
• Monitor service metrics to identify and drive improvements.
• Manage vendor relationships for hardware, software, and service requirements.
• Handle advanced issues and drive resolution.
• Stay updated on industry procedures to ensure continuous improvement.

The knowledge, experience and qualifications you need:

• Strong leadership to manage teams, drive collaboration, and inspire a customer-centric culture.
• Excellent verbal and written communication with collaborators at all levels.
• Effective problem-solving, analytical, and decision-making skills.
• Ability to build and maintain positive relationships with collaborators, suppliers, and users.
• Solid understanding of change management and IT infrastructure.
• Strong customer focus with a commitment to high-quality service delivery.
• Adaptability and flexibility in a dynamic IT environment.
• Commitment to continuous improvement and process optimisation.

Technical Skills:

• Strong knowledge of ITIL and Service Management methodologies.
• Familiarity with usage / administration of ServiceNow toolset.
• Knowledge of IT infrastructure components such as servers, networks, databases, and cloud technologies, to effectively manage and support IT service delivery.
• Understanding of IT security principles and practices, including knowledge of cybersecurity, access controls, and data protection, to ensure the security and integrity of IT services.
• Understanding of IT service continuity and disaster recovery principles, including the ability to develop and maintain IT service continuity plans and strategies.
• Agile methodology / Scrum working experience.
• Familiarity with IT governance frameworks and regulatory requirements to ensure compliance and alignment to industry standards.

What you’ll be like:

• Display strong leadership qualities, including the ability to inspire and motivate teams, provide guidance and direction, and lead by example.
• Inter-personal skills; tact, patience, courtesy, good listening skills.
• Be adaptable and flexible in the face of changing priorities, technologies, and business requirements, and demonstrate a willingness to learn and embrace new challenges.
• Ability to operate under pressure, in a logical manner enabling consistent delivery to demanding deadlines.
• Pay close attention to detail, ensuring accuracy and precision in managing IT service processes, documentation, and reporting.
• Strong time management and organizational skills, effectively prioritising tasks, meeting deadlines, and managing multiple projects simultaneously.

We recognise potential, whoever you are. Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.