Senior IM Support Specialist

Senior Specialist IM Support | £85K | London | Financial Services

Overview
A leading global business is seeking a Senior IM Support Specialist to lead the support function for a complex Marketing IM software estate.

This leadership role combines hands-on technical expertise with strategic oversight, giving you the opportunity to shape support services, partner with business stakeholders, and ensure the delivery of resilient technology solutions across trading, marketing, and operational processes.

Responsibilities

• Lead and mentor the IM Marketing Support team.
• Define and implement support strategy, policies, and processes.
• Manage ticketing, escalations, and vendor relationships.
• Collaborate on deployments, enhancements, and service introduction.
• Drive proactive monitoring, compliance, and continuous improvement.
• Partner with business stakeholders to align technology with goals.

• 5+ years' experience in IM/software support.
• Proven experience leading technical support teams.
• Strong background in trading, risk, and Back Office/ERP integration systems.
• Hands-on with CTRM/ETRM systems (eg, Aspect) desirable.
• Proficient with data analysis and issue/SDLC tools (DevOps, JIRA, ServiceNow).
• Skilled in building, documenting, and improving support processes (ITIL advantageous).
• Excellent analytical, communication, and problem-solving skills.
• Bachelor's in Computer Science, Engineering, Mathematics, or related field; postgraduate advantageous.

• £85,000 + performance bonus
• Comprehensive benefits including healthcare, retirement, and wellbeing support
• Professional development opportunities
• Hybrid working and flexible travel (3 days in London)