IT Service Support Manager, Ebury
Plus an annual discretionary bonus
More information about location
4 days a week in office (Victoria, London)
Helping SMEs to trade internationally
Be an early applicant
Helping SMEs to trade internationally
1001+ employees
Be an early applicant
Plus an annual discretionary bonus
More information about location
4 days a week in office (Victoria, London)
1001+ employees
Company mission
To make the business world more connected by making international finance simple and universally accessible.
Role
Who you are
- Certifications: ITIL Foundation is essential; Intermediate or Expert certifications are preferred
- Experienc: 4+ years managing a Service Desk team, preferably in a global organization
- ITSM Tools: Hands-on expertise administering and optimizing modern ITSM platforms
- Global Support: Experience managing service delivery across multiple international sites
- Technical Breadth: Knowledge of cloud-first environments, identity management (Google Workspace), and endpoint security
- Leadership: Exceptional coaching and team-building skills with a focus on customer empathy
- Communication: Excellent written and verbal skills; ability to engage with senior stakeholders.
What the job involves
- Reporting to: Director of IT Services
- As the IT Service Support Manager, you will be a key leader in our IT team, responsible for ensuring the efficient, high-quality delivery of IT support services to all 1,900+ global employees
- You will champion the ITIL framework and drive a culture of continuous service improvement, customer focus, and operational rigor in a fast-paced, cloud-first FinTech environment
- Process Ownership: Act as the Process Owner for Incident Management and Request Fulfilment, ensuring all processes strictly adhere to ITIL best practices
- SLA/KPI Management: Define, monitor, and report on critical metrics (e.g., First Call Resolution, Average Resolution Time, CSAT) and proactively implement measures to exceed targets
- Major Incident Management: Act as the primary escalation point for high-priority incidents, driving timely resolution in coordination with Application Support, Network, and Telecoms teams
- Continuous Improvement: Lead the Continual Service Improvement (CSI) program, identifying automation opportunities and driving "shift-left" initiatives
- Global Team Management: Lead, mentor, and develop a multi-site, multi-cultural team of Service Desk Analysts to ensure global coverage and high morale
- Performance Management: Conduct regular 1:1s, performance reviews, and training needs assessments to foster a high-performing culture
- Knowledge Management: Own the IT Knowledge Base (KB), ensuring all operational procedures and technical documentation are accurate and accessible
- Tooling: Serve as the 'Super User' and administrator for the ITSM platform and remote support tools
- Technology Oversight: Ensure effective support for Google Workspace, core SaaS platforms, end-user computing (Windows/macOS/ChromeOS/Linux), and collaboration tools
- Asset Management: Oversee the IT Asset Management (ITAM) process, ensuring accurate inventory and lifecycle control across all offices
- Stakeholder Communication: Manage all service-related communications, including planned maintenance and outage notifications
- International Travel: Occasional travel to remote offices and European hubs to meet with local IT teams and key business stakeholders
- Project Leadership: Manage the local implementation of global IT projects (e.g., new office setups, security enhancements)
- Relationship Building: Develop strong working relationships with regional business leaders to align Service Desk efforts with local priorities
Salary benchmarks
Our take
Ebury provides foreign exchange, money transfer and other currency services to small and medium businesses and their banking partners. Demand for its services is increasing in a world that's becoming more globalised, with SMEs trading internationally as well as in their domestic market.
Ebury serves more than 45,000 clients a day and processes over $21 Billion of transactions a year. Investment from Santander in 2020 provided Ebury access to Santander's huge SME customer base, assisting it in a huge period of international growth. This has fuelled the company's global expansion, operating in 21 countries.
There is a lot of competition for these customers, with fast-growing companies like Adyen, Monzo, Revolut and Transferwise going after this market in Europe. Gaining distribution, as it has done in Brazil through a partnership with global payments provider Nium, will give Ebury an edge as it continues to expand.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Nov 2015
$83m
SERIES B
Jun 2014
$24.5m
SERIES A
Total funding: $112.3m
Company benefits
- Day off on your birthday.
- Personal Development Budget
- 25 days holiday (excl. bank holidays).
- 12% total pension contribution (5% from you, 7% from Ebury)
- Full Private Medical Insurance (including Dental)
- Season Ticket Loan
Company HQ
Westminster, London, UK
Articles
Leadership
Juan Lobato
(CEO)Former CEO of BEAM.TV and is an investor in a range of technology start-ups throughout Europe, including Form3, At-Bay, and Basekit.
People progressing
Joined as a Product Manager. Promoted to SVP of Product after 1 year and now Chief Strategy Officer.
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