Service Manager

McCabe & Barton; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

McCabe & Barton is recruiting a Service Manager for a leading financial services client in London. The role is hybrid (3 days in office) and permanent, with a focus on delivering resilient service management for high‑volume trading systems.

You will own incident escalation, problem management, change and release processes, and vendor governance, ensuring robust service performance and compliance. The position requires ITIL expertise, strong communication with executive and technical audiences,

Qualifications

• ITIL qualified with 5+ years managing support functions in Financial Services.
• Strong incident, problem, change, and release management experience.
• Experience supporting critical, high-volume trading systems.
• Proven ability defining SLAs and service procedures.
• Service Management qualifications.

Responsibilities

• Act as senior escalation point for incidents and major incident management
• Lead root cause analysis, trend analysis, and process improvements
• - Design service measures, SLAs, and monthly reporting
• - Manage third-party vendors and service providers
• - Oversee change, release, and capacity management
• - On-call support including out-of-hours critical periods

Skills

ITIL

Incident management

Problem management

Change management

Release management

Vendor governance

Job description

SERVICE MANAGER

Financial Services Client | London (Hybrid, 3 days in office) | Permanent

THE ROLE

Lead service management for a critical financial services organization. Own incident escalation, problem management, and vendor governance across high-volume trading systems.

KEY RESPONSIBILITIES

• Act as senior escalation point for incidents and major incident management
• Lead root cause analysis, trend analysis, and process improvements
• Design service measures, SLAs, and monthly reporting
• Manage third-party vendors and service providers
• Oversee change, release, and capacity management
• On-call support including out-of-hours critical periods

WHO YOU ARE

Essential:

• ITIL qualified with 5+ years managing support functions in Financial Services
• Strong incident, problem, change, and release management experience
• Experience supporting critical, high-volume trading systems
• Proven ability defining SLAs and service procedures
• Service Management qualifications

Key Attributes:

• Excellent communicator (executive and technical audiences)
• Strong critical thinker with accountability
• Solution-focused and collaborative
• Results-oriented, able to multi-task
• Drives operational excellence and continuous improvement