Service Delivery and Support Lead - Vice President
Core
Lead international IT support operations and ITSM governance for a global advisory investment bank across London, Europe, Middle East, and APAC.
Role type
Senior IT Service Delivery and Support Lead
Builds
Stable IT operations and compliant service delivery frameworks for international offices
Domain
Financial services / Global IT Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL framework expertise, ServiceNow administration, incident escalation management, team leadership, stakeholder communication, change management, asset management, root cause analysis, process improvement
Preferred skills
ITIL v4 certification, PowerBI, regulated environment experience, financial services background, telephony platform experience, software asset management
Technologies
ServiceNow, PowerBI, Zoom Contact Centre
Responsibilities
Lead international support team and manage SLAs; Act as primary escalation point for P1/P2 incidents; Maintain and mature ITSM processes (Incident, Problem, Change, Asset); Administer ServiceNow workflows and automation; Monitor Problem Management and drive root cause resolution; Produce regional operational reporting; Govern Knowledge Management framework
Seniority
Senior, hands-on IC with leadership responsibilities
