PJT Partners is a global advisory-focused investment bank. Our team of senior professionals delivers a wide array of strategic advisory, shareholder advisory, restructuring and special situations and private fund advisory and placement services to corporations, financial sponsors, institutional investors and governments around the world. We offer a unique portfolio of advisory services designed to help our clients achieve their strategic objectives. We also provide, through PJT Park Hill, private fund advisory and fundraising services for alternative investment managers, including private equity funds, real estate funds and hedge funds.From the beginning, PJT Partners has firmly believed that having the best people is key to building an enduring franchise. Our perspective was, and remains, that a great team brings in both top tier clients and appeals to a wide-range of diverse, talented colleagues. Fostering an inclusive culture, which welcomes differing perspectives and beliefs, enables us to provide the best advice and insights to our clients.To learn more about PJT Partners, please visit our website at . Role OverviewPJT Partners is seeking an experienced IT Service Manager to lead day-to-day IT support operations across our international offices, including London, continental Europe, the Middle East, and APAC. This is a hands-on, technical lead role with direct accountability for solving technical issues, service delivery quality, team performance, and escalation management across time zones.Functionally, the role reports into the Global Support Head based in New York, maintaining close alignment with global standards, tooling, and reporting cadences. Locally, the role reports into the Head of International Technology. The position carries equal weight across two core pillars: operational support leadership and ITSM governance oversightResponsibilitiesOperational Support & Escalation (50%)Lead the international support function, serving as the primary escalation point for complex or high-priority incidents across all international locations.Own the day-to-day performance of the international support team, ensuring SLAs are met and service quality is consistently maintained across London, Europe, Middle East, and APACAct as the escalation point for P1/P2 incidents impacting international offices, driving rapid resolution and coordinating with technology teams including infrastructure, network, and vendors as requiredMaintain oversight of the managed service partner’s performance in-region, holding regular service reviews and addressing delivery gaps promptlyManage and develop local support staff, conducting regular outcome based 1:1s, setting clear expectations, and supporting performance and developmentEnsure weekend, out-of-hours, and follow-the-sun coverage operates effectively, with clear escalation paths in placeTriage and manage escalations from senior stakeholders and Partners across international offices, providing timely and professional communication throughoutProduce and present regional operational reporting – ticket volumes, resolution times, trends, and escalation data – for the Global Support Head and local technology leadershipMaintain close working relationships with office managers and local business contacts to stay ahead of operational and logistical requirementsBuild relationships with business partners and leadershipParticipate in projects, lead new initiatives, and take initiative to further develop existing processes.Provide technical support for senior leaders in the organization, if called upon.ITSM Governance Oversight (50%)Own and evolve the ITSM governance framework across the international organisation, ensuring processes are consistently applied, documented, and improved in line with the Global support team.Maintain and mature Incident, Problem, Change, and Asset Management processes in line with PJT’s ITIL-aligned framework and audit controlsMaintain oversight of the Production Change process with particular focus on international environments and large-scale initiatives; actively participate in CAB meetings to assess risk and coordinate scheduling, and lead end user communications to ensure stakeholders are informed ahead of impactful changesAdminister and continuously improve ServiceNow workflows to support international operations, including automation, routing rules, and reporting configurationMaintain oversight of asset management across international offices, ensuring configuration items and inventory records are accurate, complete, and reflect current state.Monitor and report on Problem Management activity, ensuring root cause analysis is completed and recurring issues are driven to resolutionSupport the transition of new systems and services into production for international offices, acting as the operational acceptance owner and coordinating with project and infrastructure teamsDrive continuous improvement across regional ITSM processes, identifying gaps through trend data, post-incident reviews, and stakeholder feedbackContribute to the development and maintenance of IT policies and procedures relevant to international support operationsDefine and govern the Knowledge Management framework for international support, including article creation, approval, maintenance, and retirement cyclesQualificationsPJT Partners seeks to hire individuals who are highly motivated, intelligent and have demonstrated excellence in prior endeavors. In addition, qualified candidates will possess the following:7+ years in IT support operations, including at least 3 years with demonstrated leadership of international or multi-site support teams.Strong practical knowledge of ITIL practices across Incident, Problem, Change, Configuration, and Knowledge Management; ITIL v4 certification preferredHands-on ServiceNow experience including workflow configuration, automation, and reporting; familiarity with additional ITSM toolsets advantageousProven track record managing high-priority incidents and stakeholder escalations in a fast-paced, senior-stakeholder environmentDemonstrated ability to manage, develop, and hold accountable both direct reports and third-party service partnersConfident communicator, comfortable engaging with Partners, senior leadership, and cross-regional teams; clear and professional under pressureExperience building operational dashboards and performance reports; PowerBI or equivalent proficiency desirableFamiliarity with regulated technology environments and the governance, audit, and controls obligations that accompany themBachelor's degree in computer science, Information Technology, or equivalent practical experienceFinancial or professional services background preferredServiceNow administration or configuration experienceZoom Contact Centre or equivalent telephony/hotline platform experience advantageousSoftware Asset Management (SAM) programme experience desirablePJT is an equal opportunity employer. We do not discriminate on the basis of, and will consider all qualified applicants for employment without regard to race, color, religious creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity expression, disability, medical condition, genetic information or predisposition, veteran or military status, status as a victim of domestic violence, a sex offense or stalking, or any other category protected by law. PJT Partners also complies with all applicable laws with regard to providing reasonable accommodation of disabilities to applicants. For more information or to request an accommodation, please contact Human Resources.California Applicants:PJT Partners will consider for employment qualified applicants with arrest and/or conviction records in a manner consistent with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance and/or Los Angeles Fair Chance Initiative for Hiring Ordinance. Applicant Privacy Notice:View our Applicant Privacy Notice info.pjtpartners.com/PJT_Global_Applicant_Privacy_Notice here. If you are a California resident, please refer to our California Applicant Privacy Notice for further information. *In order to be considered, please ensure your resume/CV is submitted in PDF format.SummaryLocation: LondonType: Full time
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