IT Service Design & Transition Manager
Core
Lead the team responsible for delivering Level 1 and Level 2 technology support across the organisation, overseeing incidents, service requests, and escalations.
Role type
Senior IC IT Service Design & Transition Manager
Builds
Reliable technology services and a positive experience for internal users
Domain
Financial services / IT Service Management
Required skills
ITIL practices (incident, problem, change, request management), ITSM platform management (ServiceNow, BMC Remedy), team leadership and mentoring, SLA/KPI monitoring, vendor relationship management, automation and self-service implementation
Preferred skills
Microsoft 365 support, Azure support, regulated environment experience
Technologies
ServiceNow, BMC Remedy, Microsoft 365, Azure
Responsibilities
Coach and develop the support team, improve ITIL-aligned processes, manage escalations and major incidents, track service performance, build relationships with business users and technical teams, manage vendor relationships
Seniority
Senior, hands-on IC