ITSM Service Manager

The London Metal Exchange; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

The London Metal Exchange is seeking an ITSM Service Manager to lead incident, problem, change and release management within the UK division IT team. This permanent role in London involves acting as escalation point, coordinating service measures, and ensuring SLAs with internal and external providers.

You will design monthly service reporting, participate in UAT, and plan Early Life Support for major releases, while maintaining operational acceptance testing and strong stakeholder collaboration.

Qualifications

• ITIL qualified or strong demonstrable experience of managing in an ITIL environment
• Professional knowledge of technologies aligned to the role with appropriate certifications
• Best of breed Service Management and IT Operating framework qualifications preferably to degree level

Responsibilities

• Act as the point of escalation for incidents in and out of business hours
• Oversee the problem management processes
• Proactively assess service issues, perform trend analysis and recommend interventions
• Design service measures and establish monthly reporting
• Provide excellent customer support against defined SLAs and maintain relationships with providers
• Follow Problem and Incident Management processes and participate in major incident management
• Work with IT providers and business to understand capacity requirements
• Manage 3rd party hardware/software and service providers
• Prioritise and schedule change requests and maintenance releases with IT leadership
• Engage in Release Management for team portfolio and participate in UAT
• Plan and implement Early Life Support for significant releases
• Perform impact analysis and support Change Management
• Identify root causes to improve service and reduce call volumes
• Ensure documentation and monitoring/alerting for applications
• Provide on-call support and support during critical business periods

Skills

ITIL framework

Incident Management

Problem Management

Release Management

Change Management

Education

ITIL Certification

Experience in Financial Services

Job description

ITSM Service Manager

Basic Information

• Shift Pattern: Standard 40 Hour Week (United Kingdom)
• Scheduled Weekly Hours: 40
• Corporate Grade: D - Assistant Vice President
• Reporting Line: (UK Division) Information Technology
• Location: UK-London
• Worker Type: Permanent

Responsibilities

• Act as the point of escalation for incidents in and out of business hours
• Oversee the problem management processes.
• Proactively assess service issues, perform trend analysis and make recommendations for intervention / improvement
• Design an effective set of service measures and establish monthly service reporting
• Provide excellent customer support against defined SLA's and maintain effective working relationships with business teams and internal and external service providers
• Follow Problem and Incident Management processes at all times, consolidate updates and elevate where necessary and participate in major incident management as the Resolution Manager
• Work with IT Service Providers and the business to understand current and future capacity requirements
• Technical Vendor Management of 3rd party hardware/software and service providers where required
• Work with the IT Leadership team, the LME Business and LME IT Change Managers to prioritise and schedule change requests and maintenance releases
• Engage in Release Management process for releases relating to team portfolio.
• Participate in UAT and ensure that appropriate Operational Acceptance Test is completed for all releases.
• Plan and implement effective "Early Life Support" programmes for significant software releases.
• Responsible for technical impact analysis and approval in support of Change Management.
• Identify underlying root causes for reoccurring problems to improve the overall service of the team and reduce overall call volumes.
• Ensure relevant documentation is created and maintained for the support of the application portfolio
• Work with service providers to implement and maintain application monitoring and alerting.
• Provide on call support as directed.
• Will be required to support critical business periods and the release schedule which will include out of hours work

Key Success Factors

• Effective communication, facilitation and influencing skills - ability to present ideas clearly, concisely and comfortably.
• Presenting complex development topics to both executive and technical personnel.
• Collaborative skills - exhibits willingness to engage other business partners within the organization, is innovative, creative and a team player with a solution-based approach to capture opportunities and remove barriers around ITSM.
• Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organizational and analytical skills together with leveraging multiple methodologies to ensure customer success.
• Driving successful process and ITSM tool deployments by ensuring proper business and IT value
• Provide technical and non-technical mentoring, assessment and development of employees in related technical communities.
• Self-starter, motivating, results oriented and able to multi-task.
• Driving operational excellence and innovation.
• Ability to solve challenging problems and deliver timely and high-quality design solutions when presented with conflicting requirements, business demands, and technical risks.
• Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organisation and analytical skills together with leveraging multiple methodologies to ensure customer success.

Academic and Professional Qualifications Required

• 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 and IT Operating framework qualification preferably to degree level (i.e. IT4IT, COBiT)

Required Knowledge and Level of Experience

• Experience of managing a support function within an ITIL environment in a Financial Services company, with particular focus on Incident, Problem, Change and Release Management
• Understanding and experience of real time market data and high volume trading systems
• Ideally, the successful candidate will have experience of working within an Exchange or Clearing House
• Demonstrable experience of supporting critical applications
• Demonstrable experience of defining SLAs and Service Procedures in relation to an application support environment

About Hong Kong Exchanges and Clearing Limited (HKEX)

Hong Kong Exchanges and Clearing Limited (HKEX) is a publicly-traded company (HKEX Stock Code:388) and one of the world’s leading global exchange groups, offering a range of equity, derivative, commodity, fixed income and other financial markets, products and services, including the London Metals Exchange. As a superconnector and gateway between East and West, HKEX facilitates the two-way flow of capital, ideas and dialogue between China and the rest of world, through its pioneering Connect schemes, increasingly diversified product ecosystem and its deep, liquid and international markets. HKEX is a purpose-led organisation which, across its business and through the work of HKEX Foundation, seeks to connect, promote and progress its markets and the communities it supports for the prosperity of all. Discover the latest career opportunities and programmes at HKEX.