Service Manager
Core
Lead service management for a critical financial services organization, owning incident escalation, problem management, and vendor governance across high-volume trading systems.
Role type
Senior Service Manager (ITIL)
Builds
Stable, compliant IT services for high-volume trading systems
Domain
Financial Services / IT Service Management
Required skills
ITIL framework expertise, incident management, problem management, change management, release management, vendor governance, SLA definition, root cause analysis, trend analysis, capacity management
Preferred skills
Executive communication, critical thinking, solution-focused approach, collaboration, operational excellence, continuous improvement
Technologies
ITIL, trading systems
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; Provide on-call support including out-of-hours critical periods