IT Service Lead

Arcus Search; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Arcus Search is seeking an IT Service Management Lead for a prestigious Financial Services client in London. The role focuses on owning ITSM processes, improving service quality, and ensuring operational readiness across the region as part of an international team.

You will drive Incident, Problem, and Change Management, while collaborating with vendors and IT teams to deliver best-in-class IT services. Travel to Europe is expected on a regular basis, and sponsorship is not available.

Qualifications

• 5+ years professional experience across Incident, Problem and Change Management within regulated environments or industries.
• Strong knowledge of ITIL processes to v4
• Strong communication skills; ability to build relationships across international offices and teams
• Pragmatic mindset and approach
• Existing right to work status in the UK - No sponsorship available
• You are able to travel to Europe regularly (once maybe twice a month)
• Living within commutable distance to Central London

Responsibilities

• Lead service onboarding and ensure full operational readiness before transition into live service.
• Design and improve IT services in line with business requirements, service standards, and ITSM best practices.
• Own and drive Incident, Major Incident, and Problem Management processes, ensuring effective resolution, root-cause analysis, and continual improvement.
• Provide cover and support for other ITSM process areas, including Change, Release, Knowledge, and related service management processes.
• Build and maintain effective relationships with vendors, internal stakeholders, service owners, and technical teams.
• Monitor and continuously improve service quality, operational performance, and ITSM processes through metrics, governance, and continual service improvement initiatives.

Skills

ITIL v4

Incident management

Problem management

Change management

Communication

Job description

We're looking for a passionate and enthusiastic IT Service Management Lead to join a fantastic Financial Services client in London. As an IT Service Management Lead you will be responsible for the Service quality within region and form part of an international team who are driving and enhancing the ITSM policies and processes across all locations.

Key Responsibilities

• Lead service onboarding and ensure full operational readiness before transition into live service.
• Design and improve IT services in line with business requirements, service standards, and ITSM best practices.
• Own and drive Incident, Major Incident, and Problem Management processes, ensuring effective resolution, root-cause analysis, and continual improvement.
• Provide cover and support for other ITSM process areas, including Change, Release, Knowledge, and related service management processes.
• Build and maintain effective relationships with vendors, internal stakeholders, service owners, and technical teams.
• Monitor and continuously improve service quality, operational performance, and ITSM processes through metrics, governance, and continual service improvement initiatives.
• 5+ years professional experience across Incident, Problem and Change Management within regulated environments or industries.
• Strong knowledge of ITIL processes to v4
• Strong communication skills; ability to build relationships across international offices and teams
• Pragmatic mindset and approach

You have proven ITSM experience in Financial Services

Existing right to work status in the UK - No sponsorship available

You are able to travel to Europe regularly (once maybe twice a month)

Living within commutable distance to Central London