IT Service Lead

IT Service Lead, Financial Services London, West End £highly competitive with bonus and benefits A well-regarded financial services firm is looking for an experienced IT Service Manager to take ownership of international support operations across London, Europe, the Middle East, and APAC. This is a genuinely hands-on role, split evenly across two areas: leading day-to-day support operations and owning the ITSM governance framework for the international organisation. You will be the senior escalation point for major incidents, manage a direct team and MSP partner, and drive the maturity of ITIL-aligned processes across the region. The environment is fast-paced and senior-stakeholder-heavy. You will regularly interact with Partners and senior leadership, so clear communication under pressure matters as much as technical capability. Operational Support Owning day-to-day performance of the international support team across all regions, with accountability for SLAs and service quality Acting as the escalation point for P1/P2 incidents, coordinating with infrastructure, network, and vendor teams to drive resolution Managing and developing a direct team through regular outcome-based 1:1s and clear performance expectations Overseeing the managed service partner across the region, holding regular service reviews and addressing delivery gaps Ensuring out-of-hours and follow-the-Sun coverage operates effectively with clear escalation paths Producing and ..... full job details .....