Director of IT Service Management

We're looking for a Director of IT Service Management who will be responsible for delivering consistent, scalable and high-quality IT service management that meets business needs.

In this role you will ensure the effective operation of 1st and 2nd line support, oversee service processes aligned to ITIL standards and enable teams with the tools, monitoring and support needed to run their applications and platforms reliably.

Responsibilities include:

• Leading, managing and developing the IT service delivery team to provide effective support and resolution of IT incidents and requests.
• Owning and maintaining ITSM processes and policies across Aegon AM, ensuring alignment with ITIL standards.
• Delivering 1st and 2nd line service desk and production support across all applications, including 24x7 services.
• Acting as a key interface between Delivery and Enterprise Technology, ensuring service quality and SLA adherence.
• Providing enabling services to factories, including monitoring, reporting, and incident management tooling.
• Coordinating with managed service providers and other vendors to ensure effective 3rd and 4th line support, including batch operations.
• Supporting teams in managing their release pipelines and ensuring service readiness for new deployments.
• Promoting a customer-service culture within IT, improving business user experience and perceptions of technology.
• Ensuring accurate configuration management and data updates (e.g. CMDB) across the application estate.
• Driving continuous improvement in service operations, including automation of alerts, reporting, and incident workflows.
• Collaborating with Directors of Engineering and Lead Engineers to align service operations with delivery priorities.

• Proven experience managing IT service operations in a large organisation within complex, multi-team environments.
• Strong understanding of ITIL processes and disciplines including; incident, problem, change, and release management.
• Proven ability to manage vendor relationships, KPI's, OLA's to ensure SLA compliance.
• Experience with ITSM monitoring tools, service desk platforms and reporting dashboards.
• The ability to work collaboratively with engineering and delivery teams to support application lifecycle management.
• Strong communication and stakeholder management skills across technical and business domains.
• Experience in financial services or asset management is advantageous.

• A competitive salary, depending on the experience you can bring
• A non-contributory pension between 9%-13%
• A discretionary bonus, depending on personal and company performance
• 27 days leave per year (plus bank holidays, pro-rated for part-time)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.

At Aegon Asset Management, we are committed to fostering a diverse workforce and an inclusive culture. We are more than a global Asset Management firm - we are a people business, and we recognise that delivering excellent client outcomes, comes from embracing diverse perspectives. We value diversity in the full range of human uniqueness without limitation including race, gender, ability, language, culture, beliefs, age, origin, background, perspectives and experiences.

We are open to considering flexible working practices. Please talk to us about what this means for you.

At Aeon, we believe that everyone should be given the chance to take full ownership over their health in order to lead a long, fulfilling and healthy life. we do this by providing our customers with deep, actionable insights into their health, utilising whole body MRI scans, blood tests and advanced machine learning driven processing and diagnosis of health data.