ITSM Incident & Release Manager

London Metal Exchange; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

London Metal Exchange is seeking an experienced IT Service Management professional to lead a 40-hour week in London. The role requires managing incidents, problems, changes and releases with a focus on capacity planning and vendor coordination.

You will oversee monitoring, reporting, and continuous improvement, including on-call support during peak periods. You will work with IT leadership, providers and internal teams to ensure SLAs are met and services are delivered efficiently across the

Qualifications

• ITIL qualified or strong demonstrable experience of managing in an ITIL environment.
• Professional knowledge of technologies aligned to the role with appropriate certifications.
• Any other best-of-breed Service Management qualifications preferably to degree level (IT4IT, COBiT).

Responsibilities

• Act as the point of escalation for incidents in and out of business hours
• Oversee the problem management processes; assess service issues, perform trend analysis and recommend interventions
• Design service measures and establish monthly service reporting
• Provide excellent customer support against defined SLAs and maintain relationships with business teams and service providers
• Follow ITIL Incident, Problem, Change and Release Management processes and participate in major incidents as Resolution Manager
• Work with IT Service Providers to understand capacity requirements
• Vendor management of 3rd party hardware/software and service providers
• Prioritise and schedule change requests and maintenance releases with IT leadership and business
• Engage in Release Management; participate in UAT and ensure Operational Acceptance Test
• Plan early life support programs for significant software releases
• Conduct technical impact analysis to improve service and reduce repeated issues
• Maintain documentation for the application portfolio
• Collaborate with providers to implement monitoring and alerting
• Provide on-call support during critical periods and release schedules

Skills

ITSM

Incident Management

Problem Management

Change Management

Release Management

Vendor Management

Capacity Planning

Monitoring & Alerting

UAT

Education

ITIL certification

IT operating framework knowledge (IT4IT/COBiT)

Degree-level qualification (preferred)

Job description

London Metal Exchange is seeking an experienced IT Service Management professional to lead a 40-hour week in London. The role requires managing incidents, problems, changes and releases with a focus on capacity planning and vendor coordination.

You will oversee monitoring, reporting, and continuous improvement, including on-call support during peak periods. You will work with IT leadership, providers and internal teams to ensure SLAs are met and services are delivered efficiently across the