{"id":2499250,"url":"https://alion.io/job/alphasense-regional-it-lead","title":"Manager, IT Service Delivery","company":{"id":1557,"name":"AlphaSense","domain":"alpha-sense.com","url":"https://alion.io/company/alphasense","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":32,"ghost_share":0,"stale_share":0.531,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":102000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"GDPR","optional":false},{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Service Desk","optional":false},{"name":"SOC 2","optional":false},{"name":"Windows","optional":false},{"name":"Agile","optional":true},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-09-29T16:09:14Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-06T11:52:20Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"About AlphaSense: \nAlphaSense 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 www.alpha-sense.com. Come join us.\nThe 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.\nThis 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.\nWhat You'll Do\nService Delivery & Operational Ownership\nOwn regional service delivery performance, including SLA compliance, ticket queue health, first contact resolution, and ticket aging.\nMonitor and prioritize the service desk queue; reassign work as needed to ensure consistent response and resolution.\nOwn regional Incident and Major Incident management: lead response, drive stakeholder communications, run post-incident reviews, and track corrective actions.\nAct as the final escalation point for complex support issues before Global Director involvement, with the goal of reducing escalation volume to global.\nEnsure white-glove support for executives and other high-visibility stakeholders, handling sensitive requests with discretion.\nPeople Leadership & Coverage\nLead, coach, and mentor regional Team Leads and Support Analysts; set clear goals, run regular 1:1s, and conduct performance reviews and development plans.\nEnsure adequate staffing and follow-the-sun coverage across time zones; manage schedules, capacity planning, and workload balancing.\nOwn regional hiring: define role needs, partner with Recruiting and People Ops, interview and select candidates, and recommend regional hiring plans to the Global Director.\nBuild a collaborative, inclusive team culture that rewards knowledge sharing and continuous improvement; grow future leaders through the Regional Lead model.\nLifecycle, Hardware & Vendor Management\nOversee regional employee onboarding and offboarding, including new-hire orientation support and coordination with People Ops.\nOversee regional hardware lifecycle - procurement, deployment, retrieval and refresh - in line with global hardware and ordering standards, using approved procurement partners and asset-management tooling.\nManage regional vendor performance (resellers, logistics, and support providers); escalate contract and commercial issues to the Global Director when needed.\nUnderstand and manage regional service desk costs, and contribute to budget planning, forecasting, and procurement look-ahead.\nPolicy Translation & Process Excellence\nTranslate global IT policies, standards, and tooling into practical regional procedures; implement them locally and keep them documented, audited, and current.\nEnsure compliance with regional labor laws and data privacy regulations (for example UK/EU GDPR and applicable APAC requirements).\nDrive continuous improvement and automation, including AI-assisted triage and self-service, runbooks, and a healthy knowledge base.\nLead change management for regional rollouts so users and the service desk are prepared before changes go live.\nSecurity, Risk & Compliance\nEnsure adherence to global security policies; support compliance activities for Information Security and Data Privacy (such as SOC 2 and ISO 27001 evidence collection).\nCoordinate the regional response to security or privacy incidents in partnership with Security, Infrastructure, and Application teams.\nReporting & Stakeholder Management\nDevelop and report metrics on service performance, customer satisfaction (CSAT), and improvement opportunities; present regional updates and strategy in leadership forums.\nPromote the IT Service Desk with senior management as a core business asset, and coordinate with stakeholders across the business.\nPartner with the APAC and North America regional leaders to maintain clean, documented handoffs and consistent global standards.\nProject & Program Delivery\nOwn and deliver regional projects end to end - scope, timeline, budget, risks, and status reporting - such as office launches, moves, and closures; tooling and automation rollouts; and hardware refresh cycles.\nTrack projects in the team's project tools and present status, blockers, and strategy in global IT leadership forums.\nCoordinate cross-functional partners (Security, Information Engineering, Business Applications, Integrated IT, People Ops, Finance) to keep projects on schedule.\nWho You Are\nRequired\n7+ years in IT operations, service desk, or end-user services, including 3+ years leading teams with direct people-management experience (hiring, coaching, performance management).\nExperience operating in multi-country, multi-time-zone environments.\nStrong understanding of ITIL and ITSM practices: incident, major incident, problem, and change management; SLA management and reporting.\nProven ability to lead through outages and escalations - calm, decisive, and clear in communication at all levels, including executives.\nFamiliarity with data privacy regulations (such as GDPR) and working with Security and compliance partners.\nAbility to explain complex technical topics to non-technical stakeholders; excellent written and verbal communication.\nHands-on knowledge of the modern corporate IT stack, such as ticketing/ITSM (Jira Service Management, Freshservice, or Zendesk), Okta or Azure AD, Google Workspace, MDM (Kandji, Jamf, or Intune), macOS and Windows administration, and video conferencing/AV (Zoom, Google Meet).\nProject management experience: planning, delivering, and reporting on multi-stakeholder IT projects.\nBusiness skills: budget and vendor management, change management, process improvement, and stakeholder management.\nNice to Have\nITIL 4 Foundation or higher; HDI, CSM, or CompTIA A+ certifications; PMP, Prince2, or Agile/Scrum project management certification.\nExperience with AI-assisted service desk tooling and automation.\nExperience supporting a fast-growing, hybrid, or global workforce, including office launches or relocations.\nExperience coordinating hardware procurement and global logistics.\nWorking Hours\nThis role provides coverage across EMEA and APAC and requires non-standard hours: typically around 6-7 AM to 2-3 PM UK time. You must be reliably available when Singapore and India teams need escalation decisions, and available for overlap with US leadership (around 3 PM UK / 10 AM ET). Flexibility is available on days when APAC coverage isn't needed; consistent availability for escalations is essential.\nTravel\nOccasional travel to regional offices is expected, for example for team onboarding, office launches or moves, and leadership meetings.\nSuccess Metrics\nRegional SLA compliance and reduced ticket aging and backlog.\nRegional CSAT and first contact resolution trends.\nReduced escalation volume to global.\nEffective incident and major-incident management (time to restore, communication quality, and follow-through on post-incident actions).\nTeam health: staffing coverage, retention, engagement, and analyst development.\nProjects delivered on time, on scope, and within budget.\nDocumentation, audit, and compliance readiness for regional processes.\nAlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.\nIn addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.\nRecruiting Scams and Fraud\nWe at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:\nAlphaSense never asks candidates to pay for job applications, equipment, or training.\nAll official communications will come from an @alpha-sense.com email address.\nIf you’re unsure about a job posting or recruiter, verify it on our Careers page.\nIf you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.","description_format":"text","description_chars":10120,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Market Research","Financial AI","AI Search","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-14T05:30:03Z"},{"event":"close","at":"2026-10-29T20:09:19Z"},{"event":"reopen","at":"2026-10-30T17:52:18Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.614,"p_room":0.9,"age_days":37,"expected_fill_days":60,"reasons":["conf:2","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/alphasense-regional-it-lead","json_url":"https://alion.io/job/alphasense-regional-it-lead.json","meta":{"generated_at":"2026-11-06T11:54:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21710,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1557},"rest":"https://alion.io/mcp/rest/get_company?id=1557"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falphasense-regional-it-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falphasense-regional-it-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falphasense-regional-it-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alphasense-regional-it-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falphasense-regional-it-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2499250}},{"tool":"search_jobs","arguments":{"company":"alpha-sense.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2499250},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}