Service Delivery Lead - 12 month FTC

Lgtwm; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

LGT Wealth Management is recruiting a Service Delivery Lead for a 12 month FTC in London. You will lead ITIL-aligned service management activities, chair the Change Advisory Board, and act as Major Incident Manager when required.

You will work closely with the LGT Group to drive continual service improvement and ensure robust governance across incident, problem, and access management. The role focuses on delivering high-quality IT support services, improving user experience, and coordinating

Qualifications

• Experience in ITIL-aligned organisations.
• Ability to apply ITIL processes (incident, problem, change, request, service-level management).
• Strong interpersonal and communication skills for technical and non-technical audiences.

Responsibilities

• Lead the Change Advisory Board (CAB).
• Act as Major Incident Manager when required.
• Understand and operate within Incident, Service Request, Major Incident, Problem and Identity & Access Management processes.
• Collaborate with LGT Group to improve ITIL processes.
• Support internal and external audit activities.
• Drive Continual Service Improvement and report on performance.
• Manage joiner/loader/leaver lifecycle activities.
• Assist with and manage change projects and delivery.
• Provide cover for the Service Delivery & Support Manager.

Skills

Communication

Interpersonal skills

Verbal and written communication

Customer service

Service improvement

Time management

Attention to detail

ITIL

Governance

Proactive process improvement

Job description

Service Delivery Lead - 12 month FTC London

LGT Wealth Management UK LLP is a UK-based partnership, wholly owned by the private banking group LGT, which is in turn owned by the Princely Family of Liechtenstein. When we set up LGT Wealth Management in 2008, our aim was to offer a fresh approach to wealth management. Alongside the LLP we also have two other entities which focus on US and Jersey based clients. Our head office is based in London however we have a presence in Edinburgh, Jersey, Leeds, Birmingham and Bristol. The plan was simple: put our clients first by providing a transparent service, designed around what is right for each of them. By drawing together in-depth knowledge and experience from across the industry, we provide a flexible, bespoke service adapted to each of our clients' needs.
Our mission is to create long-term value for all stakeholders. Our culture encourages individuals to generate, develop and implement ideas which will strengthen our business. Belonging, respect, integrity, conviction and entrepreneurship are our core values. As our brand recognition grows, we are fast becoming an employer of choice in our sector. We have over £29 billion in funds under management and circa 700 staff.

Key Responsibilities

Service Management and Operational Governance

Lead the Change Advisory Board (CAB), with support from the Service Delivery & Support Manager when required.

Act as Major Incident Manager when required, ensuring major incidents are responded to, managed and resolved in accordance with the relevant process.

Understand and work within the Incident, Service Request, Major Incident, Problem and Identity & Access Management processes.

Work with our parent company, LGT Group, to maintain and continually improve ITIL processes.

Support internal and external audit activit ies.

Service Improvement and Business Engagement

Maintain and drive the department's Continual Service Improvement activity, identifying and delivering opportunities to improve service quality, efficiency and user experience.

Work with LGT Group to streamline processes and strengthen working relationships across teams.

Run service reviews with business stakeholders, reporting on service performance, issues, improvements and actions.

Access and Employee Lifecycle Management

Ensure joiner, leaver and transfer activities are completed accurately, promptly and in line with relevant processes.

Project and Change Delivery

Assist with change projects and requests as directed by the Service Delivery & Support Manager.

Support and manage projects as required by the Service Delivery & Support Manager.

Cover and Team Support

Provide cover for the Service Delivery & Support Manager during periods of absence.

Provide additional support and assistance as required by the Service Delivery & Support Manager.

Your profile

Key Skills and Competency Requirements

Communication and Relationship Skills

Strong interpersonal skills, with the ability to build effective relationships with colleagues, stakeholders and service partners.

Excellent verbal and written communication skills.

Ability to communicate clearly and professionally with both technical and non-technical audiences.

Customer and Service Focus

Strong customer service approach, with a commitment to delivering a high-quality experience.

Service-focused mindset, with an understanding of the importance of responsive, reliable and user-centred IT support.

Drive to continually improve the customer experience.

Organisation and Delivery

Strong time-management and organisational skills, with the ability to manage competing priorities effectively.

Demonstrable attention to detail and commitment to producing accurate work.

Ability to identify and contribute to service improvement opportunities.

Proactive approach to improving processes, service quality and operational efficiency.

Experience

Demonstrable experience working in ITIL-aligned organisations, with a sound understanding of service management principles, governance, and the IT service lifecycle.

Proven ability to apply ITIL processes , including incident, problem, change, request, and service-level management , to support consistent, high-quality service delivery and continual improvement .

Discover more about LGT Wealth Management

Employee Value Proposition

A place for people from all walks of life: our unique culture and values are what make our company stand out from other firms.

At LGT, we offer more than investment expertise - we bring a legacy of trust and long-term thinking shaped by the values of the Princely Family of Liechtenstein. Discover the people and principles behind our client-first approach.