Service Delivery and Support Manager

Service Delivery and Support Manager London

LGT Wealth Management UK LLP is a UK-based partnership, wholly owned by the private banking group LGT, which is in turn owned by the Princely Family of Liechtenstein. When we set up LGT Wealth Management in 2008, our aim was to offer a fresh approach to wealth management. Alongside the LLP we also have two other entities which focus on US and Jersey based clients. Our head office is based in London however we have a presence in Edinburgh, Jersey, Leeds, Birmingham and Bristol. The plan was simple: put our clients first by providing a transparent service, designed around what is right for each of them. By drawing together in-depth knowledge and experience from across the industry, we provide a flexible, bespoke service adapted to each of our clients' needs.
Our mission is to create long-term value for all stakeholders. Our culture encourages individuals to generate, develop and implement ideas which will strengthen our business. Belonging, respect, integrity, conviction and entrepreneurship are our core values. As our brand recognition grows, we are fast becoming an employer of choice in our sector. We have over £29 billion in funds under management and circa 700 staff.

Key Responsibilities

Lead, manage, and develop the Service Centre and Service Delivery team s to ensure high performance and continuous growth.

Allocate resources effectively to meet service demands and requirements , including Tech Bar presence, Client Portal support line and visit s to our UK and Jersey offices .

Service Operations & Incident Management

Oversee the resolution ITSM activi ti es such as incidents, service requests, assignments , problems etc within agreed SLAs.

Respond to escalations and complaints about IT Service, escalating to Head of Service Delivery where appropriate.

Own the Major Incident process, take ownership of major incidents to ensure coordination of resolvers, effective stakeholder communications, and post incident review.

Co-ordinate hardware deployments , including laptops, iPhones, headsets and desk moves .

Accountable for ensuring stock levels of IT consumable items and order replacement items as required.

Service Delivery Focus

Collaborate with development , product and project teams to ensure smooth transitions from items coming in from project s to the support world .

Own Identity Access Management processes; ensuring joiners, leavers, and transfers are completed accurately and in accordance with the relevant processes.

Own the Change Enablement Process and execution of change advisory board (CAB) meetings.

Stakeholder Engagement

Maintain strong relationships with business users, Technology teams, and third-party vendors to ensure service alignment and satisfaction.

Work with internal IT, LGT Group IT, and third-party IT functions to ensure actions are taken and completed to improve services.

Communicate service performance, risks, and improvement plans to stakeholders regularly.

Process Improvement & Governance

Drive continuous improvement initiatives to enhance support processes, tools, and documentation.

Ensure compliance with ITIL practices and internal governance standards.

Ensur e staff understand and apply all policies and procedures , keeping up to date with all internal compliance courses.

Monitoring & Reporting

Monitor performance and support metrics, identifying trends and areas for improvement.

Produce regular reports on service performance, incident trends, and team productivity.

Knowledge Management

Ensure the creation and maintenance of knowledge base articles, runbooks, and support documentation.

Promote knowledge sharing within the team to improve efficiency and reduce resolution times.

Flexibility & Additional Responsibilities

The nature of the role requires some work outside of normal business hours including weekends, evenings and public holidays.

Perform other duties as assigned by Team Head , Service Delivery.

Your profile

Key Skills and Competency Requirements

Leadership & Team Management

Proven experience leading and developing high-performing support teams.

Ability to motivate, coach, and mentor team members to achieve service excellence.

Flexible approach to working hours, to accommodate g lobal IT meetings and managing major incidents that occur outside of business hours.

Technical Expertise

Working knowledge of IT systems including:

Windows 11

MS Teams

SCCM

Active Directory

Group Policy

MS Office

Video and audio-conferencing systems

Experience using endpoint management tools, such as Microsoft SCCM and Microsoft Intune.

Incident & Problem Management

Skilled in managing major incidents, root cause analysis, and overseeing long-term fixes.

Experience in creating and maintaining support documentation and knowledge bases.

Familiarity with ITIL practices and experience with IT Service Management tool s such as Ivanti , Service Now , JIRA etc.

Stakeholder Communication

Excellent communication skills with the ability to translate technical issues into business language.

Strong relationship building skills with internal teams, vendors, and business stakeholders.

Service Delivery & Continuous Improvement

Experience in driving service improvements and optimi s ing support processes.

Ability to monitor KPIs and SLAs and take proactive steps to ensure targets are met.

Understanding of data protection, security standards, cyber security concepts and compliance requirements.

Ability to assess and mitigate risks related to application support and service delivery.

Customer Focus

Strong commitment to delivering high-quality support and enhancing user satisfaction.

Ability to manage expectations and resolve conflicts effectively.

Discover more about LGT Wealth Management
Employee Value Proposition

A place for people from all walks of life: our unique culture and values are what make our company stand out from other firms.

At LGT, we offer more than investment expertise - we bring a legacy of trust and long-term thinking shaped by the values of the Princely Family of Liechtenstein. Discover the people and principles behind our client first approach.

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