IT Service Manager

New York

Permanent

$150,000 - $250,000 USD a year

Financial Technology

PR/606445_1787085961

IT Service Manager (Incident & Problem Management)

Location: New York, NY
Industry: Financial Services / Trading Technology

We are partnering with a leading investment management firm seeking an experienced IT Service Manager to join its technology organization. This individual will play a critical role in strengthening and evolving the firm's IT Service Management (ITSM) function, helping ensure the reliability of business-critical services within a fast-paced trading environment.

Working closely with the ITSM Lead, you'll be responsible for driving key service management disciplines including Major Incident Management, Problem Management, Change Management, and IT Service Governance. This is an excellent opportunity for someone who thrives in high-performance environments and enjoys improving operational processes, service quality, and user experience.

What You'll Be Doing

Lead and coordinate Major Incident, Problem, and Change Management activities
Drive adherence to service management standards, controls, and SLA requirements
Oversee incident and service request governance, ensuring consistent triage and operational excellence
Analyze service performance data, identify recurring issues, and recommend process improvements
Produce management reporting on incidents, SLA performance, change success rates, and operational trends
Partner with infrastructure, application, and support teams to improve service maturity and accountability
Maintain and enhance workflows within Jira Service Management (JSM)
Help implement continuous improvement initiatives that increase service reliability and user satisfaction

What We're Looking For

Strong IT Service Management experience within a financial technology, hedge fund, asset management, banking, or trading environment
Hands-on experience managing Major Incidents, Problems, and Changes in mission-critical environments
Knowledge of service governance, SLA management, reporting, and operational improvement
Experience with Jira Service Management (JSM) and broader Atlassian tooling
Excellent communication and stakeholder management skills
Ability to remain calm and effective in high-pressure situations where technology directly impacts the business

Nice to Have

Experience with workflow automation, integrations, or productivity tooling
Interest in leveraging technology and automation to improve service delivery and operational efficiency

Why Join?

Work in a highly visible role supporting business-critical technology platforms
Partner directly with senior technology leadership and key stakeholders
Drive meaningful improvements across service management processes
Join a collaborative, high-performing technology team within a dynamic trading environment

If you're passionate about operational excellence, service improvement, and supporting technology in a fast-moving financial environment, we'd love to hear from you.

FAQs

I have applied for a role, what happens next?

Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your CV and details on file so when we see similar roles or see skillsets that drive growth in organisations, we will always reach out to discuss opportunities.

This role doesn’t 100% suit my next professional move, can you help?

Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.

We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.

That's why we recommend registering your CV so you can be considered for roles that have yet to be created.

Can you help with resume preparation, interviews, and offer negotiation?

Yes, we help with CV and interview preparation. From customised support on how to optimise your CV to interview preparation and compensation negotiations, we advocate for you throughout your next career move.