Service Manager

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

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

WHO YOU ARE

Essential:

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

Key Attributes:

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