IT Service Delivery Lead
IT Service Management Lead – ITSM Overview Technology is at the heart of modern financial services. Our client a leading FinTech are seeking an accomplished IT Service Management leader to take ownership of service performance, resilience, and continuous improvement across their UK operations.This is a high-impact leadership role for someone who thrives in fast-paced, business-critical environments. You will play a pivotal role in ensuring technology services are not only stable and reliable, but also evolving to meet growing business demands. The position offers the opportunity to shape service standards, influence strategic direction, and drive meaningful operational transformation.Key Responsibilities
- Provide strategic and operational leadership for IT service management across business-critical systems and infrastructure.
- Ensure technology services are prioritised and delivered in line with business needs and agreed performance targets.
- Oversee technical support functions spanning applications, infrastructure, and user support services.
- Act as senior escalation point for high-impact incidents, ensuring effective coordination, resolution, and post-incident review.
- Build productive relationships with senior business stakeholders to ensure transparency, alignment, and confidence in IT services.
- Govern third-party providers and managed service partners, holding them accountable for performance and contractual obligations.
- Champion service optimisation initiatives, introducing improved processes, automation, and tooling to enhance efficiency and user experience.
- Establish clear reporting frameworks, delivering meaningful performance metrics and insights to leadership forums.
- Maintain oversight of service documentation, operational procedures, and support models to ensure sustainability and knowledge continuity.
- Collaborate across multiple UK locations to ensure consistency and standardisation of IT service delivery
- Degree-qualified in Information Technology, Computer Science, or a related field (or equivalent experience).
- Extensive experience in IT service management within a complex, regulated environment.
- Demonstrated expertise across incident management, service transition, operational support, and change governance.
- Strong knowledge of enterprise environments including cloud platforms, SaaS solutions, networking, databases, and business-critical applications.
- Experience leading technical teams and fostering a high-performance, service-oriented culture.
- Proven ability to manage and influence third-party technology suppliers.
- Comfortable presenting service performance updates and incident findings at senior leadership level.
- Familiarity with structured service management methodologies such as ITIL.
- Strong analytical capability with a pragmatic, solutions-focused approach.
- Experience supporting distributed or multi-site operations.