AlphaSense · Finance
Manager, IT Service Delivery
- London (Hybrid)
Still open on AlphaSense's site · checked 4 hours ago
- Level
- Lead or manager
- Experience
- 7+ years
- Posted
Requirements
As written by AlphaSense · Read the original
Who You Are Required
- 7+ years in IT operations, service desk, or end-user services, including 3+ years leading teams with direct people-management experience (hiring, coaching, performance management).
- Experience operating in multi-country, multi-time-zone environments.
- Strong understanding of ITIL and ITSM practices: incident, major incident, problem, and change management; SLA management and reporting.
- Proven ability to lead through outages and escalations — calm, decisive, and clear in communication at all levels, including executives.
- Familiarity with data privacy regulations (such as GDPR) and working with Security and compliance partners.
- Ability to explain complex technical topics to non-technical stakeholders; excellent written and verbal communication.
- Hands-on knowledge of the modern corporate IT stack, such as ticketing/ITSM (Jira Service Management, Freshservice, or Zendesk), Okta or Azure AD, Google Workspace, MDM (Kandji, Jamf, or Intune), macOS and Windows administration, and video conferencing/AV (Zoom, Google Meet).
- Project management experience: planning, delivering, and reporting on multi-stakeholder IT projects.
- Business skills: budget and vendor management, change management, process improvement, and stakeholder management.
Nice to Have
- ITIL 4 Foundation or higher; HDI, CSM, or CompTIA A+ certifications; PMP, Prince2, or Agile/Scrum project management certification.
- Experience with AI-assisted service desk tooling and automation.
- Experience supporting a fast-growing, hybrid, or global workforce, including office launches or relocations.
- Experience coordinating hardware procurement and global logistics.
Working Hours
This role provides coverage across EMEA and APAC and requires non-standard hours: typically around 6–7 AM to 2–3 PM UK time. You must be reliably available when Singapore and India teams need escalation decisions, and available for overlap with US leadership (around 3 PM UK / 10 AM ET). Flexibility is available on days when APAC coverage isn't needed; consistent availability for escalations is essential.
Travel
Occasional travel to regional offices is expected, for example for team onboarding, office launches or moves, and leadership meetings.
Success Metrics
- Regional SLA compliance and reduced ticket aging and backlog.
- Regional CSAT and first contact resolution trends.
- Reduced escalation volume to global.
- Effective incident and major-incident management (time to restore, communication quality, and follow-through on post-incident actions).
- Team health: staffing coverage, retention, engagement, and analyst development.
- Projects delivered on time, on scope, and within budget.
- Documentation, audit, and compliance readiness for regional processes.
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Recruiting Scams and Fraud
We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:
- AlphaSense never asks candidates to pay for job applications, equipment, or training.
- All official communications will come from an @alpha-sense.com email address.
- If you’re unsure about a job posting or recruiter, verify it on our Careers page.
If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
Skills
Stack
- Azure
Working languages
English
Company
Last checked . The details above were extracted automatically; the employer's original posting is the authority.
