Boston Consulting Group
LCW IT Service Manager
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Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation—inspiring complex change, enabling organisations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organisations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting, along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organisation, generating results that allow our clients to thrive.
About the Role
Our mission is to continuously improve our IT systems and services, support the business, and strive to create and innovate with technology. As an IT Service Manager, your role is to help manage the daily IT operations within the London Canary Wharf office.
You will:
- Manage a team of IT Service Specialists.
- Lead local IT projects.
- Provide solutions to issues.
- Manage local stakeholder relationships alongside the LAB IT Director.
- Ensure the team delivers a high level of customer care, including:
- User support, computer setup, maintenance, and service.
- Telecommunications.
- Network and infrastructure maintenance.
- All other technology needs within BCG offices.
You will report directly to the LAB IT Service Director and must be able to perform in a fast-paced, high-performing, service-oriented environment. You will interpret rules and guidelines flexibly to enrich the business while keeping to BCG’s values and culture.
Key Responsibilities
- Leads the IT service operation in the London Canary Wharf office.
- Supports the BCG user community by following best practices on-site in BCG offices, at client locations, and at special events (e.g., executive speeches, press conferences, offsite meetings).
- Prepares and deploys laptops for staff, including:
- User profile configuration.
- Data migration.
- Maintenance of computer systems according to BCG requirements.
- Coordinates local office asset maintenance.
- Manages and coaches all direct reports, including:
- Regular check-ins to assess performance.
- Discussions on professional growth.
- Providing timely and honest feedback when needed.
- Leads on projects in an operational capacity for both global and local initiatives.
- Ensures the completion and resolution of all tickets through the IT service management ticketing system, along with regular checks to meet:
- Agreed SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Assists in managing operational KPI analysis to:
- Facilitate communication.
- Improve quality and performance.
- Delivers regular updates to the LAB IT Service Director, including:
- Team activities.
- Pressure points.
- Upcoming activities.
- Provides mentorship, guidance, and feedback to team members.
- Offers input on the performance of team members to the LAB IT Service Director.
- Takes ownership and management of the local IT budget, including:
- Forecasting.
- Tracking expenditure.
- Reporting variances to the LAB IT Service Director.
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Qualifications
What You’ll Bring
You should take ownership of issues and deliver timely results of the highest standard. Key attributes include:
- Strong analytical thinking and problem-solving, with attention to detail and the ability to identify and perform root cause analysis.
- The ability to articulate technical information to non-technical stakeholders.
- Lateral thinking—potentially using bespoke solutions where required.
- The capability to leverage experience and provide expertise to users, managers, Agile Squads, and IT staff.
- Strong stakeholder management, including interfacing and communicating effectively with:
- Internal staff across all levels.
- The Product and Engineering teams.
- Independent monitoring and driving escalations from initiation to resolution, using both:
- Technical skills.
- Cross-functional coordination of IT team(s).
- Ability to manage expectations through effective communication with customers.
- Initiation and resolution of complex issues to prevent recurring problems.
- advocacy as the focal point of communication for:
- Customers.
- Key stakeholders.
- Senior leadership.
- Advising Senior Leadership on developments and plans of action.
- Flexibility to work outside of business hours to meet deadlines.
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You must bring experience in:
- B.Sc. or equivalent preferred, preferably in:
- Computer science.
- IT, or another technical subject area.
- At least 3 years of IT operations and related experience, preferably in a high-touch environment.
- A minimum of 2 years’ experience managing people, with a proven ability to:
- Develop and coach a team.
- Demonstrated experience managing IT budgets, including:
- Forecasting.
- Cost tracking.
- Financial reporting.
- Excellent knowledge and demonstrable experience of:
- The Microsoft OS (Windows 11).
- The Microsoft 365 (M365) Suite.
- macOS support experience is considered beneficial.
- Familiarity with performance and stability optimisation tools and methods.
- Ability to communicate effectively:
- Verbally and in writing.
- Technical ideas both with customers and internally in IT.
- A very strong customer service orientation.
- Ability to effectively prioritise and execute tasks in a high-pressure environment.
- Capacity to:
- Build relationships.
- Influence stakeholders.
- Capacity to have difficult conversations across organisational levels.
- Ability to:
- Collaborate with peers.
- Work cross-functionally with Product/Engineering teams.
- Proven knowledge of Escalations Management frameworks (e.g., ITIL) and Problem Management.
- Negotiation, mediation, and conflict management skills.
- Experience with office fitouts/buildouts.
Desirable additional attributes:
- Knowledge of imaging software, ideally Intune and JAMF.
- Familiarity with collaboration tools such as:
- Miro, Slack, Trello.
BCG Commitment to Inclusivity and Fairness
Boston Consulting Group (BCG) is an Equal Opportunity Employer. Skilled individuals with the following attributes will receive consideration:
The firm considers all qualified applicants for employment without regard to race, colour, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, wherever applicable.
BCG is an "E-Verify" employer. For more information on E-Verify, click here.
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