Manager, IT Service Delivery

The Manager, IT Service Delivery owns the day-to-day technology experience for AlphaSense employees across their region and is the bridge between global strategy and local execution. You will lead the regional service desk teams, own service performance and incident response, and make sure the region runs autonomously — but not independently — within the global IT service delivery framework.

This role is based in London and carries responsibility for EMEA, plus escalation coverage for APAC (Singapore and India) during the overlap between regions. You are the final regional escalation point before the Global Director, and you will partner closely with Security, Information Engineering, Business Applications, and Integrated IT. It is an opportunity to shape how a fast-growing, AI-first company delivers IT support to hundreds of employees across time zones.

What You'll Do

Service Delivery & Operational Ownership

• Own regional service delivery performance, including SLA compliance, ticket queue health, first contact resolution, and ticket aging.
• Monitor and prioritize the service desk queue; reassign work as needed to ensure consistent response and resolution.
• Own regional Incident and Major Incident management: lead response, drive stakeholder communications, run post-incident reviews, and track corrective actions.
• Act as the final escalation point for complex support issues before Global Director involvement, with the goal of reducing escalation volume to global.
• Ensure white-glove support for executives and other high-visibility stakeholders, handling sensitive requests with discretion.

People Leadership & Coverage

• Lead, coach, and mentor regional Team Leads and Support Analysts; set clear goals, run regular 1:1s, and conduct performance reviews and development plans.
• Ensure adequate staffing and follow-the-sun coverage across time zones; manage schedules, capacity planning, and workload balancing.
• Own regional hiring: define role needs, partner with Recruiting and People Ops, interview and select candidates, and recommend regional hiring plans to the Global Director.
• Build a collaborative, inclusive team culture that rewards knowledge sharing and continuous improvement; grow future leaders through the Regional Lead model.

Lifecycle, Hardware & Vendor Management

• Oversee regional employee onboarding and offboarding, including new-hire orientation support and coordination with People Ops.
• Oversee regional hardware lifecycle — procurement, deployment, retrieval and refresh — in line with global hardware and ordering standards, using approved procurement partners and asset-management tooling.
• Manage regional vendor performance (resellers, logistics, and support providers); escalate contract and commercial issues to the Global Director when needed.
• Understand and manage regional service desk costs, and contribute to budget planning, forecasting, and procurement look-ahead.

Policy Translation & Process Excellence

• Translate global IT policies, standards, and tooling into practical regional procedures; implement them locally and keep them documented, audited, and current.
• Ensure compliance with regional labor laws and data privacy regulations (for example UK/EU GDPR and applicable APAC requirements).
• Drive continuous improvement and automation, including AI-assisted triage and self-service, runbooks, and a healthy knowledge base.
• Lead change management for regional rollouts so users and the service desk are prepared before changes go live.

Security, Risk & Compliance

• Ensure adherence to global security policies; support compliance activities for Information Security and Data Privacy (such as SOC 2 and ISO 27001 evidence collection).
• Coordinate the regional response to security or privacy incidents in partnership with Security, Infrastructure, and Application teams.

Reporting & Stakeholder Management

• Develop and report metrics on service performance, customer satisfaction (CSAT), and improvement opportunities; present regional updates and strategy in leadership forums.
• Promote the IT Service Desk with senior management as a core business asset, and coordinate with stakeholders across the business.
• Partner with the APAC and North America regional leaders to maintain clean, documented handoffs and consistent global standards.

Project & Program Delivery

• Own and deliver regional projects end to end — scope, timeline, budget, risks, and status reporting — such as office launches, moves, and closures; tooling and automation rollouts; and hardware refresh cycles.
• Track projects in the team's project tools and present status, blockers, and strategy in global IT leadership forums.
• Coordinate cross-functional partners (Security, Information Engineering, Business Applications, Integrated IT, People Ops, Finance) to keep projects on schedule.

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.