The Regional Service Manager (RSM) will lead the delivery of onsite and remote desktop support services across multiple UK locations for a major financial services client. This role demands a seasoned IT leader with deep expertise in End User Computing (EUC), desk side support, and device lifecycle management, combined with a strong understanding of financial services operational controls, compliance, and client engagement.

Key ResponsibilitiesService Delivery & OperationsOversee Desk Side Support and Tech Bar operations, ensuring adherence to SLAs, KPI’s and quality standards.Manage Incident Resolution ensuring timely resolution of incidents and IMAC (Install, Move, Add, Change) activities and remote dispatch coordination for non-central sites.Lead end to end management of device lifecycle processes including asset tracking, OS builds, refreshes, and reclamation adhere to stringent control mechanisms in place and mitigate loss of assets.Manage and coordinate Project activities, ensuring alignment with business requirements and timely execution of tasksCompliance & GovernanceEnsure full compliance with the financial institution’s global operational controls, data privacy, and security policies.Maintain audit-ready documentation and support internal/external compliance reviews.Client Relationship ManagementServe as the primary point of contact and  foster strong relationships with client stakeholders, ensuring transparent communication and high satisfaction.Conduct regular service reviews and feedback sessions to identify improvement opportunities.Continuous Improvement & Cost OptimisationIdentify and implement service enhancements to improve efficiency and reduce operational costs.Monitor KPIs and drive performance improvements across regional teams.Team LeadershipRecruit, onboard, and manage a team of support engineers and dispatch personnel.Provide coaching, performance reviews, and ensure certification compliance.Required QualificationsEducation & CertificationsBachelor’s degree in IT, Computer Science, or extensive experience in relavent field.ITIL Foundation certification (minimum); HDI, PMP, or equivalent preferred.ExperienceMinimum of 15 years in IT service management as part of managed services, with at least 10 years supporting financial services clients.Proven track record in managing EUC environments and field service operations.Experience with Active Directory, SCCM, JAMF, CMDB, and ticketing systems (e.g., ServiceNow).Financial Services ExpertiseFamiliarity with banking or financial services regulatory frameworks (e.g., GDPR, SOX, PCI-DSS).Experience working within high-security environments and handling sensitive data.Understanding of financial client expectations around uptime, responsiveness, and auditability.Preferred AttributesStrong analytical and problem-solving skills.Excellent communication and stakeholder engagement abilities.Ability to thrive in a fast-paced, compliance-driven environment.