London
UK
Job Description (Posting)
About HCLTech
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
No. of Positions
1
Job Description (Posting).
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 Responsibilities
Key Responsibilities
Service Delivery & Operations
- Oversee 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 tasks
Compliance & Governance
- Ensure 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 Management
- Serve 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 Optimisation
- Identify and implement service enhancements to improve efficiency and reduce operational costs.
- Monitor KPIs and drive performance improvements across regional teams.
Team Leadership
- Recruit, onboard, and manage a team of support engineers and dispatch personnel.
- Provide coaching, performance reviews, and ensure certification compliance.
Required Qualifications
Education & Certifications
- Bachelor’s degree in IT, Computer Science, or extensive experience in relavent field.
- ITIL Foundation certification (minimum); HDI, PMP, or equivalent preferred.
Experience
- Minimum 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 Expertise
- Familiarity 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 Attributes
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder engagement abilities.
- Ability to thrive in a fast-paced, compliance-driven environment.
Employee Group
Business Line FT
City
Others
Entity
INFRA
Auto req ID
1606114BR
Expected Date of Closure
01-Sep-2025
Reporting Manager Designation
GROUP MANAGER
Skill (Primary)
DWP-WPE-WORKPLACE VIRTUALIZATION
Skill Level 3 (Secondary Skill 1)
Data Center-Windows-Windows
Skill Level 3 (Secondary Skill 2)
DWP-UCC-Network Voice
Skill Level 3 (Secondary Skill 3)
DWP-FSS-Desk Side Services