Service Request Manager

Role Overview

We are seeking an experienced Service Request Manager to support a high-performance delivery environment within a Global Markets context. This role functions as the central point between business stakeholders and delivery teams, managing continuous demand flow, coordinating service requests, and ensuring predictable, high-quality delivery in an Agile/Kanban operating model.

The ideal candidate is a structured, analytical professional with strong experience across project delivery, service management, and Global Markets. This role requires someone who can balance stakeholder engagement, operational governance, and flow optimisation while maintaining a sustainable and transparent delivery process.

The role focuses on maintaining healthy flow, aligning demand with delivery capacity, managing portfolio-level epics, and driving continuous improvements in predictability, governance, and service quality.

Key Responsibilities

• Manage demand intake and prioritisation for incoming service requests, features, and portfolio epics.
• Define clear scope, MVP, and business cases for portfolio epics in alignment with strategic objectives.
• Act as the primary liaison between business stakeholders and delivery teams, ensuring expectations, priorities, and commitments are clearly defined.
• Provide regular monthly and quarterly stakeholder updates, including performance reports and service reviews.
• Lead budgeting, financial planning, and resource allocation activities, maintaining and enhancing recharge and cost-recovery models.
• Guide, coach, and support team members to reinforce process adherence, transparency, and continuous improvement.
• Coordinate hand-off of committed work to delivery teams, ensuring clarity, alignment, and readiness for implementation.
• Align incoming demand with team capacity to prevent overload, maintaining sustainable cadence and high-quality outputs.
• Monitor and analyse service health metrics including lead time, demand vs capacity, WIP limits, and work-item ageing.
• Ensure adherence to governance, regulatory requirements, and risk-related processes throughout the request lifecycle.
• Serve as escalation point for service-related issues, ensuring swift resolution and communication.
• Collaborate with Risk and Compliance teams from ideation through delivery to ensure full lifecycle alignment.

Qualifications & Requirements

• Bachelor's degree in Business, IT, or related field.
• 5+ years' experience in project management, IT service delivery, or similar delivery-focused roles.
• Strong background in Agile/Kanban delivery environments.
• 3+ years of experience working in Global Markets with exposure to trading, counterparty risk, capital markets, or equities.
• Experience leading processes, workflows, and team cadences.
• Proven experience managing technical and business stakeholders in high-pressure environments.
• Solid understanding of Kanban principles, flow metrics, and service-level expectations.
• Ability to balance demand and delivery capacity, manage WIP limits, and optimise workflow.
• Strong experience in defining scope, business cases, and portfolio-level planning.
• Proficient in analysing performance metrics and identifying areas of improvement.
• Skilled in stakeholder communication, expectation management, and conflict resolution.
• Familiarity with budgeting, cost allocation, and financial governance processes.
• Experience collaborating with risk, compliance, and oversight functions.
• Structured and analytical with strong problem-solving ability.
• Calm, professional, and effective in high-stakes environments.
• Collaborative and able to engage confidently with senior technical and business stakeholders.
• Process-driven with the ability to coach teams and reinforce delivery discipline.
• Detail-oriented with strong focus on accuracy, governance, and transparency.
• Adaptable and able to navigate complex delivery landscapes with competing priorities.
• Continuous learner with a mindset focused on improvement and operational excellence.

Compensation and Benefits

• Employment Type: 12-month contract.
• Location: Alice Lane (On-site / Hybrid depending on team requirements).
• Remuneration: Competitive, market-aligned senior rate.
• Exposure to a high-performance Global Markets environment.
• Opportunity to lead service flow and delivery governance across a mission-critical portfolio.
• Involvement in enterprise-level Agile/Kanban transformation and flow-based delivery practices.