Manager, IT Service Delivery

<div class="content-intro"><h2><strong>About AlphaSense: </strong></h2> <p style="text-align: justify;"><span style="font-size: 12pt;">AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit <span><a href="http://www.alpha-sense.com" target="_blank">www.alpha-sense.com</a></span>. Come join us.</span></p></div><p>The Manager, IT Service Delivery owns the day-to-day technology experience for AlphaSense employees across their region and is the bridge between global strategy and local execution. You will lead the regional service desk teams, own service performance and incident response, and make sure the region runs autonomously — but not independently — within the global IT service delivery framework.<br><br>This role is based in London and carries responsibility for EMEA, plus escalation coverage for APAC (Singapore and India) during the overlap between regions. You are the final regional escalation point before the Global Director, and you will partner closely with Security, Information Engineering, Business Applications, and Integrated IT. It is an opportunity to shape how a fast-growing, AI-first company delivers IT support to hundreds of employees across time zones.<br><br><strong>What You'll Do</strong><br><br><strong>Service Delivery & Operational Ownership</strong></p> <ul> <li>Own regional service delivery performance, including SLA compliance, ticket queue health, first contact resolution, and ticket aging.</li> <li>Monitor and prioritize the service desk queue; reassign work as needed to ensure consistent response and resolution.</li> <li>Own regional Incident and Major Incident management: lead response, drive stakeholder communications, run post-incident reviews, and track corrective actions.</li> <li>Act as the final escalation point for complex support issues before Global Director involvement, with the goal of reducing escalation volume to global.</li> <li>Ensure white-glove support for executives and other high-visibility stakeholders, handling sensitive requests with discretion.</li> </ul> <p><strong>People Leadership & Coverage</strong></p> <ul> <li>Lead, coach, and mentor regional Team Leads and Support Analysts; set clear goals, run regular 1:1s, and conduct performance reviews and development plans.</li> <li>Ensure adequate staffing and follow-the-sun coverage across time zones; manage schedules, capacity planning, and workload balancing.</li> <li>Own regional hiring: define role needs, partner with Recruiting and People Ops, interview and select candidates, and recommend regional hiring plans to the Global Director.</li> <li>Build a collaborative, inclusive team culture that rewards knowledge sharing and continuous improvement; grow future leaders through the Regional Lead model.</li> </ul> <p><strong>Lifecycle, Hardware & Vendor Management</strong></p> <ul> <li>Oversee regional employee onboarding and offboarding, including new-hire orientation support and coordination with People Ops.</li> <li>Oversee regional hardware lifecycle — procurement, deployment, retrieval and refresh — in line with global hardware and ordering standards, using approved procurement partners and asset-management tooling.</li> <li>Manage regional vendor performance (resellers, logistics, and support providers); escalate contract and commercial issues to the Global Director when needed.</li> <li>Understand and manage regional service desk costs, and contribute to budget planning, forecasting, and procurement look-ahead.</li> </ul> <p><strong>Policy Translation & Process Excellence</strong></p> <ul> <li>Translate global IT policies, standards, and tooling into practical regional procedures; implement them locally and keep them documented, audited, and current.</li> <li>Ensure compliance with regional labor laws and data privacy regulations (for example UK/EU GDPR and applicable APAC requirements).</li> <li>Drive continuous improvement and automation, including AI-assisted triage and self-service, runbooks, and a healthy knowledge base.</li> <li>Lead change management for regional rollouts so users and the service desk are prepared before changes go live.</li> </ul> <p><strong>Security, Risk & Compliance</strong></p> <ul> <li>Ensure adherence to global security policies; support compliance activities for Information Security and Data Privacy (such as SOC 2 and ISO 27001 evidence collection).</li> <li>Coordinate the regional response to security or privacy incidents in partnership with Security, Infrastructure, and Application teams.</li> </ul> <p><strong>Reporting & Stakeholder Management</strong></p> <