Senior Manager, IT Service Management (AI)

Location: London office, United Kingdom; oversees IT service delivery across European locations and remote teams. Full-time office work is generally expected, with flexibility when needed. The role is not eligible for immigration sponsorship.

Company

Cybersecurity company focused on protecting customers' digital environments and advancing secure, AI-enabled technology operations.

What you will do

• Lead, mentor, and develop distributed IT engineering and site support teams across European offices and remote teams.
• Own end-to-end regional IT service delivery, service availability, performance, user satisfaction, and operational excellence.
• Act as the senior escalation authority for incidents, business-critical outages, executive and VIP support, and European time-zone operations.
• Drive AI and automation initiatives using Generative AI, AIOps diagnostics, automated troubleshooting, self-healing workflows, and intelligent support processes.
• Oversee workplace technology, collaboration systems, Zoom Rooms, onsite and hybrid events, and executive productions.
• Manage regional budgets, hardware lifecycles, procurement, vendors, facility fit-outs, compliance, and partnerships with Security, Workplace Resources, and Infrastructure teams.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
• 8+ years of progressive technical experience in enterprise IT operations, systems engineering, or infrastructure support within a global technology enterprise.
• 4+ years of direct people-management experience leading distributed, multi-country IT teams across Europe.
• Hands-on experience with macOS, Windows 11, Google Workspace, Microsoft Active Directory, Azure AD/Entra ID, Jamf, Zoom and video conferencing, Microsoft Intune, and SSO/Okta.
• Architectural understanding of enterprise networking and security fundamentals, including TCP/IP, Wi-Fi 6, 802.1X, VPN, next-generation firewalls, and Zero Trust architectures.
• Experience evaluating and adopting applied AI technologies in IT operations, including automated support bots, Generative AI workflow automation, AIOps telemetry, or scripting with Python, PowerShell, and APIs.
• Experience managing IT facility fit-outs, new office expansions, and enterprise AV or event production environments.
• Exceptional interpersonal, communication, executive stakeholder-management, and cross-functional alignment skills in a matrixed environment.
• Fluent written and spoken English.

Nice to have

• Fluency in an additional European language.

Culture & Benefits

• Work in a fast-changing IT environment focused on innovation, collaboration, execution, integrity, and inclusion.
• Generally work full time from the office, with flexibility when needed to support collaboration and problem-solving.
• Access wellbeing spending support, mental and financial health resources, and personalized learning opportunities.
• Join a diverse organization committed to reasonable accommodations and equal employment opportunity.