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.
