IT Service Delivery Manager

Location City of London
Discipline: Technology Management
Job type: Permanent
Salary: 110k per annum

​A Highly-Innovative Global Commercial Bank have a newly created position for a IT Service Delivery Manager with a focus on Applications & Infrastructure to join their team on a permanent basis. The UK office is in the City of London however this will be hybrid working so 1 day a week in the office.


Their clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to the organisation for their expertise, deep network and nearly forty years of experience in the industries they serve, and to partner with diverse teams of passionate, enterprising, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join them and be part of bringing their clients' world-changing ideas to life. They have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities they serve. They pride themselves in having both a diverse client roster and an equally diverse and inclusive organisation. And they work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.


  • Service Delivery Management with a focus on Applications & Infrastructure

  • Ensure that the bank's UK IT function receives and delivers the best possible service levels

  • Monitor and manage the IT services received from the bank and from external vendors

  • Monitor and manage the IT services delivered to internal and external clients

  • Work with the UK vendor management team to ensure that the bank services are delivered in line with the intra-group agreements

  • Monitor performance against existing Service Level Agreements (SLAs), identify any gaps, and develop new SLAs as needed

  • Maintain a UK-centric view of the bank's global service catalogue, including monitoring service lifecycles for significant planned changes or end-of-life

  • Work with the Business Continuity Management team and the Operational Resilience team, to ensure that UK requirements for Applications & Infrastructure are met

  • Monitor the key ITIL processes, particularly Incident management, Problem management, and Change management, to ensure that needs are met

  • Develop and monitor appropriate service delivery metrics, dashboards, and other reports

  • Work with service providers to ensure that systems monitoring tools are in place

  • Foster a culture of continuous improvement by identifying and recommending changes

  • Collaborate with business leadership to develop capacity plans to anticipate business growth

  • Maintain asset inventories and technology roadmaps for key applications and infrastructure

  • Work with the Head of IT and the UK Architecture Director to deliver the UK IT Strategy

  • Ensure compliance with all policies, procedures, standards, and frameworks

  • Work alongside the UK IT Service Delivery Manager (Security & Continuity) to ensure that Service Delivery requirements for Applications & Infrastructure are met

  • Develop and maintain documentation for the Service Delivery function

  • Create and update a local knowledge base for Service Delivery issues and solutions

  • Document service delivery procedures to ensure consistency and repeatability

  • Work with the Controls team to ensure appropriate governance around service delivery

  • Support the Transformation & Change teams to ensure that new and changed systems do not impact service quality, including through involvement in the testing process

  • Provide information to the Second- and Third- Line-of-Defence functions (2LoD/3LoD) and to the UK Regulators as required

  • Gain an understanding of the bank’s applications architecture and of specific applications

  • Gain an understanding of the bank’s infrastructure – networks, data centres, SaaS, Cloud

  • Work with Digital Workplace Services / service desk / internal communications

  • In collaboration with the bank, assist with Service Delivery for other EMEA locations


  • Experience working in a Service Delivery Management role, preferably in banking, financial services, or other regulated industries

  • Deep understanding of ITIL and/or COBIT, preferably with relevant certifications

  • Experience working in a multinational organization, ideally including the US and India

  • Familiar with multiple delivery models, including on-premise, vendor-hosted, and cloud

  • Happy to work in a hybrid team, with “virtual first” as the default, but with the London office available when needed for team collaboration

  • Based within a reasonable travel distance of London office (up to 3 hours travel time)

  • Ability to explain complex ideas in simple terms for all levels of organization

  • A crisp and passionate communicator with the ability to simplify, communicate, and sell your vision/ideas up, down, and across the organization

  • Aware of technology and industry trends

  • Your heart in the right place, with a good sense of humor, able to live their values, and with the ability to form connections with the people you work with


  • Degree-educated, most likely in a numerate or analytical subject

  • Solid experience, preferably in banking, financial services, or other regulated industries

  • Solid experience of Service Delivery Management ideally within banking.

  • ITIL and/or COBIT qualifications would be beneficial

  • Familiarity with the UK/EU banking regulatory landscape would be a plus

  • Experience with interacting with senior leadership

  • Strong communication and presentation skills


  • Private Medical Insurance

  • Telemedicine

  • Health Assessments

  • Dental Insurance

  • Eye Care

  • Holidays

  • Wellness (Employee Assistance Program, Gym Subsidy, and Ride to Work Scheme)

  • Transportation

  • Group Personal Pension Scheme

  • Disability and Life Assurance

  • Employee Stock Purchase Plan (ESPP)

  • Travel Insurance (Business Travel Insurance and Personal Travel Insurance)

  • Employee Referral Program

  • Family Bonding Time (Enhanced Maternity/Adoption Leave, Paternity Leave, Shared Parental Leave, and Special Parental Leave)

  • Developing and Giving Back (Learning Opportunities, Employee Recognition, and Matching Gift and Community Involvement Program)