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

• 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