IT Service Manager

About the Role

We are partnering with a leading investment management firm seeking an experienced IT Service Manager to join its technology organization. This individual will play a critical role in strengthening and evolving the firm's IT Service Management (ITSM) function, helping ensure the reliability of business-critical services within a fast-paced trading environment.

Responsibilities

• Lead and coordinate Major Incident, Problem, and Change Management activities
• Drive adherence to service management standards, controls, and SLA requirements
• Oversee incident and service request governance, ensuring consistent triage and operational excellence
• Analyze service performance data, identify recurring issues, and recommend process improvements
• Produce management reporting on incidents, SLA performance, change success rates, and operational trends
• Partner with infrastructure, application, and support teams to improve service maturity and accountability
• Maintain and enhance workflows within Jira Service Management (JSM)
• Help implement continuous improvement initiatives that increase service reliability and user satisfaction

Requirements

• Strong IT Service Management experience within a financial technology, hedge fund, asset management, banking, or trading environment
• Hands-on experience managing Major Incidents, Problems, and Changes in mission-critical environments
• Knowledge of service governance, SLA management, reporting, and operational improvement
• Experience with Jira Service Management (JSM) and broader Atlassian tooling
• Excellent communication and stakeholder management skills
• Ability to remain calm and effective in high-pressure situations where technology directly impacts the business

Nice to Have

• Experience with workflow automation, integrations, or productivity tooling
• Interest in leveraging technology and automation to improve service delivery and operational efficiency

Benefits

• Work in a highly visible role supporting business-critical technology platforms
• Partner directly with senior technology leadership and key stakeholders
• Drive meaningful improvements across service management processes
• Join a collaborative, high-performing technology team within a dynamic trading environment