Service Delivery and Applications Support

Service Delivery and Support Manager - Leading Investment Bank - London - 12-months FTC

(Tech stack: IT Service Management, ITIL, Major Incident Management, ServiceNow, Ivanti, Jira, Microsoft Intune, SCCM, Active Directory, Group Policy, Windows 11, Microsoft Teams, Microsoft 365, Endpoint Management)

Are you an experienced Service Delivery Manager or IT Support Manager with a strong track record of leading technical support teams within a demanding financial services environment? This is an opportunity to take ownership of service delivery across a sophisticated investment bank, combining people leadership, ITSM, major incident management and continuous improvement.

Our client is an established investment bank with a sophisticated technology environment supporting critical business operations. As part of the Technology function, you will lead the Service Centre and Service Delivery teams, ensuring users receive a responsive, reliable and continually improving technology service across the organisation.

You will take ownership of day-to-day service operations, overseeing incidents, service requests, problems and escalations within agreed SLAs. A key responsibility will be Major Incident Management, coordinating technical teams, maintaining clear stakeholder communication and ensuring effective post-incident reviews and long-term fixes. You will also oversee hardware deployments, endpoint support and service requirements across the business.

Beyond operational delivery, you will play a key role in improving how technology services are delivered. You will own the Change Enablement process and CAB meetings, ensure effective transition from projects into support, oversee Identity & Access Management processes and work closely with internal Technology teams and third-party suppliers to improve service quality.

The ideal candidate will have proven experience leading and developing high-performing IT support or service delivery teams, alongside strong knowledge of ITIL practices, incident/problem management and service improvement. You should have experience with technologies including Windows 11, Microsoft Teams, SCCM, Intune, Active Directory and Group Policy, together with the ability to translate technical issues into clear business language. Experience within investment banking or financial services, managing KPIs and SLAs, vendors and continuous improvement will be highly valuable.