Senior IT Service Delivery & Support Manager

LGT Vestra LLP; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

LGT Wealth Management UK LLP is seeking a Service Delivery and Support Manager in London. You will lead the Service Centre and IT service delivery to ensure high performance and continual growth across UK and Jersey offices.

Key responsibilities include overseeing major incidents, resource allocation, and collaboration with development and product teams to ensure smooth transitions from projects to support. Strong leadership, ITIL, and stakeholder communication are essential.

Qualifications

• Proven experience leading and developing high-performing support teams.
• Ability to motivate, coach, and mentor team members to achieve service excellence.
• Flexible approach to working hours, to accommodate global IT meetings and managing major incidents outside business hours.
• Excellent communication skills with the ability to translate technical issues into business language.
• Experience in driving service improvements and optimising support processes.
• Understanding of data protection, security standards, cyber security concepts and compliance requirements.

Responsibilities

• Lead, manage, and develop the Service Centre and Service Delivery team to ensure high performance and continuous growth.
• Allocate resources effectively to meet service demands and requirements, including Tech Bar presence, Client Portal support line and visits to UK and Jersey offices.
• Oversee ITSM activities such as incidents, service requests, assignments, and problems within SLAs.
• Respond to escalations and complaints about IT Service and coordinate with Head of Service Delivery where appropriate.
• Own the Major Incident process and coordinate resolvers, communications, and post-incident reviews.
• Coordinate hardware deployments and stock management for IT consumables.
• Collaborate with development, product and project teams to ensure smooth transitions to support.
• Own Identity Access Management processes and Change Enablement CAB meetings.

Skills

Leadership

Technical Expertise

Incident & Problem Management

Stakeholder Communication

Service Delivery

Customer Focus

Tools

Windows 11

MS Teams

SCCM

Active Directory

Group Policy

MS Office

Video Conferencing

Ivanti

ServiceNow

JIRA

Job description

LGT Wealth Management UK LLP is seeking a Service Delivery and Support Manager in London. You will lead the Service Centre and IT service delivery to ensure high performance and continual growth across UK and Jersey offices.

Key responsibilities include overseeing major incidents, resource allocation, and collaboration with development and product teams to ensure smooth transitions from projects to support. Strong leadership, ITIL, and stakeholder communication are essential.