Service Delivery and Support Manager

Noir; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Noir is seeking an experienced Service Delivery and Support Manager to lead the service centre and delivery teams within a leading investment bank in London. The role focuses on day-to-day IT operations, incident and problem management, and continual service improvement.

You will own major incident management, change enablement, CAB coordination, and the transition of projects into ongoing support, while ensuring clear stakeholder communication across the business and with vendors.

Qualifications

• Proven experience leading IT support or service delivery teams.
• Strong ITIL knowledge and incident/problem management.
• Experience in financial services preferred.
• Ability to translate technical issues to business language.

Responsibilities

• Oversee day-to-day service operations across incidents, requests, and problems.
• Lead Major Incident Management and post-incident reviews.
• Own Change Enablement process and CAB meetings.
• Ensure smooth transition from projects into support and IAM processes.
• Collaborate with internal tech teams and third-party vendors to improve service quality.

Skills

ITIL

Leadership

Incident management

Service delivery

KPI/SLAs

Tools

Windows 11

Microsoft Teams

SCCM

Intune

Active Directory

Group Policy

Job description

Service Delivery and Support Manager – Leading Investment Bank – London – 12-months FTC

Are you an experienced Service Delivery Manager or IT Support Manager with a strong track record of leading technical support teams within a demanding financial services environment? This is an opportunity to take ownership of service delivery across a sophisticated investment bank, combining people leadership, ITSM, major incident management and continuous improvement.

Our client is an established investment bank with a sophisticated technology environment supporting critical business operations. As part of the Technology function, you will lead the Service Centre and Service Delivery teams, ensuring users receive a responsive, reliable and continually improving technology service across the organisation.

You will take ownership of day-to-day service operations, overseeing incidents, service requests, problems and escalations within agreed SLAs. A key responsibility will be Major Incident Management, coordinating technical teams, maintaining clear stakeholder communication and ensuring effective post-incident reviews and long-term fixes. You will also oversee hardware deployments, endpoint support and service requirements across the business.

Beyond operational delivery, you will play a key role in improving how technology services are delivered. You will own the Change Enablement process and CAB meetings, ensure effective transition from projects into support, oversee Identity & Access Management processes and work closely with internal Technology teams and third-party suppliers to improve service quality.

The ideal candidate will have proven experience leading and developing high-performing IT support or service delivery teams, alongside strong knowledge of ITIL practices, incident/problem management and service improvement. You should have experience with technologies including Windows 11, Microsoft Teams, SCCM, Intune, Active Directory and Group Policy, together with the ability to translate technical issues into clear business language. Experience within investment banking or financial services, managing KPIs and SLAs, vendors and continuous improvement will be highly valuable.

Location: London, UK / Hybrid Working

Hybrid Working: 3-days a week in the offices.

Applicants must be based in the UK and have the right to work in the UK, even though hybrid working is available.