ITSM Service Manager: Incident, Change & Release Lead

hkex; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

hkex in London is seeking an ITSM Service Manager to lead incidents, problems, changes and releases for the UK division. This permanent role requires strong ITIL expertise and close collaboration with business teams and external providers.

You will design service metrics, oversee capacity planning with IT providers, mentor staff and ensure on‑call coverage during critical periods and releases.

Qualifications

• ITIL qualified or strong demonstrable ITIL experience.
• Certifications in technologies aligned to the role.
• Best of breed Service Management qualifications (IT4IT, COBIT) preferred to degree level.
• Experience in Financial Services with ITIL incident/problem/change/release management.

Responsibilities

• Act as escalation point for incidents, including after hours.
• Oversee problem management, trend analysis and improvement recommendations.
• Design service measures and monthly reporting.
• Provide excellent customer support against SLAs and maintain relationships with business teams and providers.
• Follow Problem and Incident Management processes and participate in major incidents as Resolution Manager.
• Collaborate with IT service providers and business on capacity planning.
• Vendor management of 3rd party hardware/software and service providers.
• Coordinate with IT leadership and Change Managers to prioritise changes and maintenance releases.
• Engage in Release Management, participate in UAT and ensure OAT completion.
• Plan and implement Early Life Support for significant releases.
• Responsible for technical impact analysis and change approvals.
• Identify root causes to improve service and reduce calls.
• Maintain documentation for the application portfolio and monitoring.

Skills

ITIL

Incident Management

Problem Management

Change Management

Release Management

Service Management

Stakeholder Communication

Education

ITIL certification

Degree preferred

Job description

hkex in London is seeking an ITSM Service Manager to lead incidents, problems, changes and releases for the UK division. This permanent role requires strong ITIL expertise and close collaboration with business teams and external providers.

You will design service metrics, oversee capacity planning with IT providers, mentor staff and ensure on‑call coverage during critical periods and releases.