IT Service Management Analyst

ABOUT IQ-EQ

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. 

We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top 15 private equity firms.

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding. 

We’re driven by our Group purpose, to power people and possibilities.

Role Overview

Own the end‑to‑end Service Transition of new or changed IT services into steady‑state operations, ensuring readiness against Service Acceptance Criteria (SACs), controlled Go/No‑Go decisions, robust early life support, and full alignment to our Group IT Service Transition Standard and SOP. The role bridges Projects, Architecture, Change, Problem, Service Desk, Support teams, and reporting to reduce risk and accelerate value.

Key Responsibilities

1) Plan & Govern Service Transitions

• Lead transitions through the lifecycle (Plan → Support → Release & Handover → Closure), chairing/serving the Service Transition Board; maintain all artefacts in the central repository/SharePoint list.
• Define and maintain Service Transition Plans, milestones (UAT, Go‑Live, Hypercare), risk register, and communications; drive Lessons Learned and continuous improvement after closure.

2) Operational Readiness & Acceptance

• Run the Production Readiness / Service Acceptance process and secure sign‑offs (incl. RACI, infra/application schematics, support contracts/SLAs, KBs, monitoring/alerting, licensing, CMDB updates, training, BCP updates).
• Ensure SACs are met before Go‑Live; manage Go/No‑Go criteria and document residual risks.

3) Cross‑Functional ITSM Collaboration

• Change Management: Plan RFCs ahead of UAT; prepare CAB materials; ensure PIRs captured
• Problem/Incident/Major Incident: Proactively surface known errors; ensure post‑go‑live triage paths and escalation matrix are ready
• Service Desk (Tech Hub): Ensure Service Catalogue entries, Knowledge Articles, request/incident templates, and training are in place pre‑go‑live
• Architecture & Release/Deployment: Validate architecture compliance and rollback plans; align with release window
• Configuration/CMDB: Guarantee complete discovery and CI relationships for all new/changed services.

4) Risk, Compliance & Data Protection

• Ensure DPIA triage/full assessments are triggered where applicable; track data sovereignty obligations; coordinate with Security & Privacy.

5) Reporting & Metrics

• Publish transition status, compliance, and early life incident/error metrics; contribute to monthly reporting to governance forums; maintain the Transition Board status entries

Essential

• 4-7 years in ITSM/IT Operations with hands‑on Service Transition/Introduction or Release & Deployment experience, delivering multiple transitions in parallel.
• Strong working knowledge of Change, Incident, Problem, Knowledge, CMDB, Release/Deployment practices.
• Demonstrable ability to run Readiness/Acceptance processes, coordinate UAT, and manage Hypercare.
• Experience creating Knowledge Articles and onboarding services into the Service Catalogue
• Excellent stakeholder management and communication across Architecture, Projects, Service Desk, App/Infra support, Security & Privacy.

Desired

• ITIL v4 certification (Foundation minimum; higher levels preferred).
• Experience with ManageEngine, ServiceNow (or similar ITSM platforms) for change, knowledge, CMDB, and reporting.
• Exposure to DPIA/data privacy workflows and data sovereignty requirements.
• Familiarity with transition reporting to senior governance forums and managing SharePoint‑based Transition Boards

Key Attributes

• Structured, detail‑oriented, and risk‑aware with a bias for operational readiness.
• Comfortable challenging assumptions; proactive at closing gaps ahead of Go‑Live.
• Strong collaborator across time zones; service excellence mindset.

Reporting & Ways of Working

• Reports to: Global IT Service Manager
• Works closely with: Project Managers, Change Manager, Architecture, Service Desk (Tech Hub), App/Infra Support, Security & Privacy, Service Reporting.
• Governance cadence: Leads/updates the Service Transition Board, provides monthly transition reporting and PIR/lessons learned inputs.

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.