Head of Service Management

About:

Step forward into the future of technology with ZILO™.

We’re here to redefine what’s possible in technology. While we’re trusted by the global Transfer Agency sector, our technology is truly flexible and designed to transform any business at scale. We’ve created a unified platform that adapts to diverse needs, offering the scalability and reliability legacy systems simply can’t match.

At ZILO™, our DNA is built on Character, Creativity, and Craftsmanship. We face every challenge with integrity, explore new ideas with a curious mind, and set a high standard in every detail.

We are a team of dedicated professionals where everyone, regardless of their role, drives our progress and creates real impact. If you’re ready to shape the future, let’s talk.

Role Overview

The Head of Service Management will be responsible for managing the Production Support Desk, ensuring efficient incident, problem, and change management, overseeing SLAs, and maintaining high-quality client interactions. The successful candidate will have a strong understanding of IT service management principles while also being capable of engaging in hands-on service operations when necessary. This role requires experience in the transfer agency business, as well as familiarity with AWS microservices architectures.

•Service Management Leadership: Oversee and continuously improve ITSM processes, including incident, problem, and change management, ensuring best practices align with ITIL frameworks.

•Client Engagement: Act as the primary escalation point for clients regarding service delivery, ensuring clear communication and alignment with business needs.

•Service Level & Performance Management: Monitor system performance and enforce SLAs, ensuring prompt resolution of service-impacting issues.

•Defect Tracking & Coordination: Work closely with Development teams to ensure defects are properly logged, prioritized, assigned, and resolved in alignment with business needs.

•Process Optimization & Governance: Define, implement, and oversee ITSM processes to enhance service efficiency and reliability.

•Reporting & Management Information (MI): Implement reporting frameworks to provide meaningful insights into system performance, incident trends, and operational improvements.

•Change & Release Management: Oversee the smooth execution of changes and releases to minimize service disruptions.

•Team Leadership: Manage and mentor the Service Management team, ensuring effective staffing, training, and career development.

•Continuous Improvement: Identify and implement automation and efficiency improvements within service management processes.

•Incident Management: Ensure swift and effective response to critical incidents, coordinating resolution efforts across teams and conducting post-incident reviews to drive continuous improvement.

•Experience in IT Service Management (ITSM) & Production Support within a SaaS or financial services environment.

•Strong background in Transfer Agency operations, understanding key business processes and regulatory requirements.

•Knowledge of AWS microservices architectures and cloud-based infrastructure.

•Experience managing incident, problem, and change management processes in alignment with best practices.

•Strong analytical and problem-solving skills, with the ability to drive root cause analysis.

•Hands-on experience with ITSM tools (e.g., Jira, Zendesk).

•Proven track record in managing SLAs, KPIs, and operational reporting frameworks.

•Excellent communication skills, with the ability to engage both technical teams and business stakeholders.

•Strong leadership experience, with the ability to manage and develop a high-performing team.

Preferred Qualifications:

•ITIL certification or experience implementing ITIL best practices.

•Experience working in a DevOps or SRE environment.

•Familiarity with observability tools such as Datadog.

•Exposure to automation and scripting for operational efficiency.

• Enhanced leave - 38 days inclusive of 8 UK Public Holidays  
• Private Health Care including family cover  
• Life Assurance – 5x salary  
• Flexible working-work from home and/or in our London Office  
• Employee Assistance Program  
• Company Pension (Salary Sacrifice options available)
• Access to training and development  
• Buy and Sell holiday scheme 
• The opportunity for “work from anywhere/global mobility”