IT Service Support Manager

<div class="content-intro"><p></p>
<div>Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we’ve grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You’ll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry.</div>
<p></p></div><h3 data-path-to-node="0"><span style="font-size: 10pt;"><strong data-path-to-node="0" data-index-in-node="0">IT Service Support Manager</strong></span></h3>
<p><span style="font-size: 10pt;"><strong>Ebury London Victoria Office - Hybrid: 4 days in the office, 1 day working from home per week</strong></span></p>
<p data-path-to-node="3"><span style="font-size: 10pt;"><strong data-path-to-node="3" data-index-in-node="0">Reporting to:</strong> Director of IT Services</span></p>
<h3 data-path-to-node="7"><span style="font-size: 10pt;"><strong data-path-to-node="7" data-index-in-node="0">The Role</strong></span></h3>
<p data-path-to-node="8"><span style="font-size: 10pt;">As the <strong data-path-to-node="8" data-index-in-node="7">IT Service Support Manager</strong>, you will be a key leader in our IT team, responsible for ensuring the efficient, high-quality delivery of IT support services to all 1,900+ global employees. You will champion the ITIL framework and drive a culture of continuous service improvement, customer focus, and operational rigor in a fast-paced, cloud-first FinTech environment.</span></p>
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<h3 data-path-to-node="10"><span style="font-size: 10pt;"><strong data-path-to-node="10" data-index-in-node="0">Key Responsibilities</strong></span></h3>
<h4 data-path-to-node="11"><span style="font-size: 10pt;"><strong data-path-to-node="11" data-index-in-node="0">Service Delivery &amp; ITIL Management (Essential)</strong></span></h4>
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<p data-path-to-node="12,0,0"><span style="font-size: 10pt;"><strong data-path-to-node="12,0,0" data-index-in-node="0">Process Ownership:</strong> Act as the Process Owner for Incident Management and Request Fulfilment, ensuring all processes strictly adhere to ITIL best practices.</span></p>
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<p data-path-to-node="12,1,0"><span style="font-size: 10pt;"><strong data-path-to-node="12,1,0" data-index-in-node="0">SLA/KPI Management:</strong> Define, monitor, and report on critical metrics (e.g., First Call Resolution, Average Resolution Time, CSAT) and proactively implement measures to exceed targets.</span></p>
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<p data-path-to-node="12,2,0"><span style="font-size: 10pt;"><strong data-path-to-node="12,2,0" data-index-in-node="0">Major Incident Management:</strong> Act as the primary escalation point for high-priority incidents, driving timely resolution in coordination with Application Support, Network, and Telecoms teams.</span></p>
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<p data-path-to-node="12,3,0"><span style="font-size: 10pt;"><strong data-path-to-node="12,3,0" data-index-in-node="0">Continuous Improvement:</strong> Lead the Continual Service Improvement (CSI) program, identifying automation opportunities and driving "shift-left" initiatives.</span></p>
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<h4 data-path-to-node="13"><span style="font-size: 10pt;"><strong data-path-to-node="13" data-index-in-node="0">Team Leadership &amp; Development</strong></span></h4>
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<p data-path-to-node="14,0,0"><span style="font-size: 10pt;"><strong data-path-to-node="14,0,0" data-index-in-node="0">Global Team Management:</strong> Lead, mentor, and develop a multi-site, multi-cultural team of Service Desk Analysts to ensure global coverage and high morale.</span></p>
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<p data-path-to-node="14,1,0"><span style="font-size: 10pt;"><strong data-path-to-node="14,1,0" data-index-in-node="0">Performance Management:</strong> Conduct regular 1:1s, performance reviews, and training needs assessments to foster a high-performing culture.</span></p>
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<p data-path-to-node="14,2,0"><span style="font-size: 10pt;"><strong data-path-to-node="14,2,0" data-index-in-node="0">Knowledge Management:</strong> Own the IT Knowledge Base (KB), ensuring all operational procedures and technical documentation are accurate and accessible.</span></p>
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<h4 data-path-to-node="15"><span style="font-size: 10pt;"><strong data-path-to-node="15" data-index-in-node="0">Technical &amp; Operational Oversight</strong></span></h4>
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<p data-path-to-node="16,0,0"><span style="font-size: 10pt;"><strong data-path-to-node="16,0,0" data-index-in-node="0">Tooling:</strong> Serve as the 'Super User' and administrator for the ITSM platform and remote support tools.</span></p>
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<p data-path-to-node="16,1,0"><span style="font-size: 10pt;"><strong data-path-to-node="16,1,0" data-index-in-node="0">Technology Oversight:</strong> Ensure effective support for Google Workspace, core SaaS platforms, end-user computing (Windows/macOS/ChromeOS/Linux), and collaboration tools.</span></p>
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<p data-path-to-node="16,2,0"><span style="font-size: 10pt;"><strong data-path-to-node="16,2,0" data-index-in-node="0">Asset Management:</strong> Oversee the IT Asset Management (ITAM) process, ensuring accurate inventory and lifecycle control across all offices.</span></p>
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<p data-path-to-node="16,3,0"><span style="font-size: 10pt;"><strong data-path-to-node="16,3,0" data-index-in-node="0">Stakeholder Communication:</strong> Manage all service-related communications, including planned maintenance and outage notifications.</span></p>
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<h4 data-path-to-node="17"><span style="font-size: 10pt;"><strong data-path-to-node="17" data-index-in-node="0">Global Engagement &amp; Project Management</strong></span></h4>
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<p data-path-to-node="18,0,0"><span style="font-size: 10pt;"><strong data-path-to-node="18,0,0" data-index-in-node="0">International Travel:</strong> Occasional travel to remote offices and European hubs to meet with local IT teams and key business stakeholders.</span></p>
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<p data-path-to-node="18,1,0"><span style="font-size: 10pt;"><strong data-path-to-node="18,1,0" data-index-in-node="0">Project Leadership:</strong> Manage the local implementation of global IT projects (e.g., new office setups, security enhancements).</span></p>
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<p data-path-to-node="18,2,0"><span style="font-size: 10pt;"><strong data-path-to-node="18,2,0" data-index-in-node="0">Relationship Building:</strong> Develop strong working relationships with regional business leaders to align Service Desk efforts with local priorities.</span></p>
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<h3 data-path-to-node="20"><span style="font-size: 10pt;"><strong data-path-to-node="20" data-index-in-node="0">Essential Skills &amp; Experience</strong></span></h3>
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<td><span style="font-size: 10pt;"><strong>Requirement</strong></span></td>
<td><span style="font-size: 10pt;"><strong>Description</strong></span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,1,0,0"><strong data-path-to-node="21,1,0,0" data-index-in-node="0">Certifications</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,1,1,0"><strong data-path-to-node="21,1,1,0" data-index-in-node="0">ITIL Foundation is essential</strong>; Intermediate or Expert certifications are preferred.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,2,0,0"><strong data-path-to-node="21,2,0,0" data-index-in-node="0">Experience</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,2,1,0">4+ years managing a Service Desk team, preferably in a global organization.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,3,0,0"><strong data-path-to-node="21,3,0,0" data-index-in-node="0">ITSM Tools</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,3,1,0">Hands-on expertise administering and optimizing modern ITSM platforms.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,4,0,0"><strong data-path-to-node="21,4,0,0" data-index-in-node="0">Global Support</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,4,1,0">Experience managing service delivery across multiple international sites.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,5,0,0"><strong data-path-to-node="21,5,0,0" data-index-in-node="0">Technical Breadth</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,5,1,0">Knowledge of cloud-first environments, identity management (Google Workspace), and endpoint security.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,6,0,0"><strong data-path-to-node="21,6,0,0" data-index-in-node="0">Leadership</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,6,1,0">Exceptional coaching and team-building skills with a focus on customer empathy.</span></td>
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<td><span style="font-size: 10pt;" data-path-to-node="21,7,0,0"><strong data-path-to-node="21,7,0,0" data-index-in-node="0">Communication</strong></span></td>
<td><span style="font-size: 10pt;" data-path-to-node="21,7,1,0">Excellent written and verbal skills; ability to engage with senior stakeholders.</span></td>
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</table>
<p><span style="font-size: 10pt;"><strong>Why Ebury?</strong></span></p>
<ul>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Competitive Starting Salary</strong> with an <strong>annual discretionary bonus</strong><strong>&nbsp;</strong>that truly rewards your performance from day one.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Dedicated Mentorship: </strong>Learn directly from experienced managers who are invested in your success.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Cutting-Edge Technology: </strong>Leverage state-of-the-art tailor made tools and systems that enable you to perform at your best.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Clear, Accelerated Career Progression: </strong>Defined pathways to leadership and specialist roles within Ebury.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Dynamic &amp; Supportive Culture: </strong>Work in a collaborative environment where teamwork and personal growth are prioritized.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Generous Benefits Package: </strong>Access competitive benefits tailored to your location, which typically include health care and social benefits.</span></li>
<li style="font-size: 10pt;"><span style="font-size: 10pt;"><strong>Central</strong><strong>&nbsp;</strong><strong>Office: A fantastic location with excellent transport links.</strong></span></li>
</ul>
<p><span style="font-size: 10pt;"><strong>Ready to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury!</strong></span></p><div class="content-conclusion"><p><strong>About Us</strong></p>
<p><strong>Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.</strong><br><br>Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 29 markets worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Vancouver to Auckland, we enjoy sharing team experiences and celebrating success across the Ebury family.<br><br>Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies.<br><br>None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.&nbsp;<br><br>At Ebury, we’re committed to building a workplace where everyone feels valued, supported, and empowered to thrive. We’re proud to have active employee networks and ESG initiatives that reflect our inclusive culture, including our <strong>Women’s Network</strong>, <strong>LGBTQIA+ Network</strong>, and <strong>Veterans Network</strong>. These communities provide spaces for connection, mentorship, advocacy, and collaboration across our global teams.</p>
<p><em>We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.</em></p>
<p><em>Please submit your application on the careers website directly, uploading your CV / resume in English.</em></p>
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