ITSM Service 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

• 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

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