We can only accept applications from candidates who already have the right to live and work in the UK at the time of their application.

The Opportunity

Dealogic is making a long-term investment to improve the quality and scalability of our follow-the-sun support service in order to achieve the operational excellence required to meet the needs of our rapidly growing business and demanding clients.

The IT Service Manager will be joining a highly visible and growing team and will be at the leading edge of the enterprise-level cultural change that Dealogic needs in order to meet our strategic goals, including world-class customer service, lock-step business alignment, extending our managed service to the cloud, implementing an increasingly mobile client platform, satisfying rigorous audits, attaining external certifications (e.g. SOC2, ISO20k), and more.

The Role

Reporting to the Head of IT Governance, the IT Service Manager will be responsible for leading a long-term organisational transformation program. Key responsibilities include, but are not limited to:

  • Understand business objectives and organizational requirements for Service Management (SM) and assess existing support organization structure, capabilities, processes and tools against them
  • Define the enterprise-level SM strategy and governance model
  • Act as a design authority for SM processes based on industry best practices
  • Drive cultural change/transformation to support adoption of SM policies and processes
  • Lead workshops with key stakeholders across Dealogic in order to document current-state of processes, define future-state requirements, and produce functional specifications
  • Evangelize, lead, mentor, guide, train, and support the teams as resident subject matter expert on SM best practices
  • Identify training needs; provide in-person training and supporting materials as required
  • Act as a Product Manager for the ITSM platform; document and implement enhancements (e.g. requirements, workflows, user experience, SLAs, reporting/metrics, etc.)
  • Ensure that SM policies and processes are documented for distribution to clients

About You

  • Highly capable of delivering presentations, leading workshops, and providing training (i.e. public speaking)
  • Able to understand objectives and perspectives of diverse stakeholders
  • Able to persuade, influence and negotiate to achieve the best result
  • Able to understand problems and determine strategic implications
  • Able to deliver to deadlines
  • Produces well-written and thorough documentation

Skills & Experience


  • Bachelor’s degree (or higher) in related discipline
  • High-level ITSM qualification (e.g. ITIL, ISO20000, COBIT)
  • Related qualification (e.g. ISO38500, DevOps) (desirable)


  • Excellent standard of spoken and written English


  • Positive attitude, committed to delivering great work
  • Navigates difficult and/or complex situations, maintain focus and brings clarity
  • Communicates confidently and effectively at all levels of management, including executives
  • Challenges established thinking and working practices
  • Earns respect and builds trust by demonstrating value
  • Driven to develop and nurture relationships
  • Passionate about providing high quality client service
  • Creative approach to problem-solving
  • Pragmatic approach to achieving results
  • Acts with integrity and accountability
  • Has strong opinions but open mind
  • Has strong attention to detail

Technical Experience

  • Strong proven experience in IT Service Management
  • Managed long-term change program/organizational transformation
  • Designed IT service framework
  • Defined service management strategy
  • Documented policies and processes
  • Thought leadership in ITSM best practices
  • Impremented enterprise ITSM platform(s)
  • Led global teams in multiple geographic regions
  • Managed third-party professional services
  • Familiar with LANDesk ServiceDesk (desirable)
  • Service Desk management (desirable)
  • Project Management (desirable)
  • Business Analysis (desirable)
  • Vendor management (desirable)
  • Contract negotiations (desirable)
  • SOC2 audits (SSAE16/ISAE3402) (desirable)


Apply now