ITSM Service Manager

McGregor Boyall; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

McGregor Boyall is supporting a leading financial markets organisation in search of an experienced ITSM Service Manager to join their Production Services & Governance team. The role drives Incident, Problem, Change and Release Management across a complex technology environment and serves as the escalation point for major incidents.

You will manage third-party providers, work with technology and business stakeholders to improve service quality, resilience and operational excellence, and ensure

Qualifications

• ITSM and ITIL experience in Financial Services.
• Experience supporting business-critical applications.
• Strong Incident, Problem and Change management background.
• Excellent stakeholder management and communication.

Responsibilities

• Own Incident, Problem, Change and Release Management processes.
• Act as escalation lead for major incidents.
• Drive service improvement initiatives and trend analysis.
• Produce and present service reporting and KPI metrics.
• Manage relationships with internal teams and third-party providers.
• Support application monitoring, alerting and operational readiness.
• Conduct technical impact assessments for production changes.
• Ensure SLA adherence across critical business services.

Skills

ITIL

Incident Management

Change Management

Problem Management

Stakeholder Management

Service Reporting

Vendor Management

Job description

ITSM Service Manager, ITIL, Incident, Change, Enterprise Applications

We're supporting a leading financial markets organisation in the search for an experienced ITSM Service Manager to join their Production Services & Governance team.

This is a highly visible role responsible for driving Incident, Problem, Change and Release Management across a complex, business-critical technology environment.

You'll act as the key escalation point for major incidents, oversee service performance, manage third-party providers, and work closely with technology and business stakeholders to improve service quality, resilience and operational excellence.

Key Responsibilities

• Own Incident, Problem, Change and Release Management processes
• Act as escalation lead for major incidents
• Drive service improvement initiatives and trend analysis
• Produce and present service reporting and KPI metrics
• Manage relationships with internal teams and third-party providers
• Support application monitoring, alerting and operational readiness
• Conduct technical impact assessments for production changes
• Ensure SLA adherence across critical business services

Experience Required

• Proven IT Service Management experience within Financial Services
• Strong knowledge of ITIL processes and best practices
• Experience supporting business-critical applications
• Strong Incident, Problem and Change Management background
• Excellent stakeholder management and communication skills
• Experience working with third-party service providers
• Knowledge of market data, trading environments, exchanges or clearing houses would be highly advantageous
• Highly visible role within a critical production environment
• Opportunity to influence service strategy and operational excellence
• Work with cutting-edge technology supporting financial markets
• Competitive package and excellent long-term career prospects

This role requires you to be on site 3 days a week - excellent chance to progress within the firm.

ITSM Service Manager, ITIL, Incident, Change, Enterprise Applications