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. Ch...