Service Delivery Specialist

Harrington Starr; England; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading Investment Bank is seeking an IT Service Design & Introduction Manager to oversee the delivery of IT services across EMEA. You will ensure services are designed and transitioned in a compliant manner, playing a key role in large-scale transformation initiatives. The ideal candidate will have extensive experience in IT service design within financial services and strong knowledge of ITIL v4 principles.

Qualifications

• Proven experience in IT Service Design and Transition within financial services.
• Strong knowledge of ITIL v4 principles and service management tools.
• Excellent documentation and process design skills.
• Effective communication and stakeholder management abilities.
• Experience aligning service design to transformation and regulatory initiatives.

Responsibilities

• Develop and execute Service Design Packages (SDPs) for new services.
• Ensure SLAs, OLAs, and support models are defined pre–go-live.
• Work with technical teams to ensure service resilience.
• Maintain traceability of design decisions to regulatory requirements.
• Coordinate the creation of support documentation and escalation procedures.
• Contribute to the documentation and rollout of Service Design & Introduction processes.
• Standardise templates, workflows, and governance for service onboarding.
• Engage stakeholders across Technology, Risk, Compliance, and Business to ensure readiness.
• Coordinate the creation of support documentation and escalation procedures.
• Identify and implement improvements across service transition and tooling frameworks.

Skills

IT Service Design and Transition in financial services

ITIL v4 principles

ServiceNow

Documentation and process design

Effective communication

Stakeholder management

Experience with transformation and regulatory initiatives (ECB, DORA)

Tools

Visio

SharePoint

Job description

Job Title / Corporate Title: IT Service Design & Introduction Manager

Contract Length: 6 months (extending up to 2 years)

You’ll be joining a leading Investment Bank. Supporting the delivery of new and changed IT services across EMEA.

Ensuring each service is designed, transitioned, and embedded into the live environment in a structured, compliant, and supportable way.

You will play a key role in operationalising large-scale transformation programmes and meeting regulatory expectations, particularly those aligned with the ECB and DORA frameworks. Working across project, architecture, and operations teams, you’ll ensure services are production-ready and meet governance and quality standards from day one.

This is a hands‑on role for someone experienced in IT service design and transition, who can work confidently in regulated financial environments and deliver consistent operational readiness across multiple initiatives.

Job Responsibilities

• Develop and execute Service Design Packages (SDPs) for new or changed services.
• Ensure SLAs, OLAs, support models, runbooks, and monitoring are defined and validated pre–go-live.
• Work with technical teams to ensure services are resilient, scalable, and supportable.
• Maintain traceability of design decisions to regulatory and audit requirements.
• Support delivery of operational resilience and service continuity capabilities.
• Contribute to the documentation and rollout of Service Design & Introduction processes.
• Standardise templates, workflows, and governance for service onboarding.
• Engage stakeholders across Technology, Risk, Compliance, and Business to ensure readiness.
• Coordinate the creation of support documentation and escalation procedures.
• Identify and implement improvements across service transition and tooling frameworks.

Skills you’ll need

• Proven experience in IT Service Design and Transition within financial services.
• Strong knowledge of ITIL v4 principles and service management tools (e.g., ServiceNow).
• Excellent documentation and process design skills.
• Effective communication and stakeholder management abilities.
• Experience aligning service design to transformation and regulatory initiatives (ECB, DORA).

Nice to have

• ITIL v4 and/or project management certifications.
• Proficiency in Visio and SharePoint for process mapping and documentation.
• Background in enterprise architecture or solution design.
• Experience working with Japanese or Asian financial institutions.
• Knowledge of the Digital Operational Resilience Act (DORA).

Apply now or email [e-mail] for a faster review.