IT Service Manager (US & Canada)

Nashville, TN

At Bibby Financial Services, Inc., we're a fast-growing company with an exciting opportunity for you to grow with us! As part of the 200-year-old Bibby Line Group, we are an independent international financial services firm with offices in 14 countries. If you are looking for a stable company, that has years of experience in the financial industry sector and sees employees as their biggest asset than you are in the right place. At BFS, we provide our employees with the right environment, role, and tools to deliver excellence and quality in everything we do.  We provide an extensive range of benefits to our employees, including:

  • Vacation, sick and personal days plus 11 paid holidays.
  • Medical, dental and vision insurance.
  • A 401k plan with a company match. 
  • Corporate matching on employee's fundraising for charitable causes through our 'Giving Something Back' program.

We are looking for an enthusiastic, energetic and experiences IT Manager. Excellent communication skills are a must. A commitment to deliver the best service possible to our customers - always putting the customer first. The IT Service Manager needs to be willing to travel to the other BFS offices based in USA (Chicago, LA, Nashville) and Canada (Montreal and Toronto).

Purpose of the role

  • To manage the delivery of high quality service to BFS' internal customers.
  • The IT Service Manager role is a key business facing role and will be required to manage key stakeholder relationships.
  • The IT Service Manager is expected to establish and maintain strong partner relationships to develop trust between out customers and IT Services.

Job Description

The IT Service Manager is to build and maintain relationships with internal customers:

  •  Regularly visit operational teams to spend time with the internal customers and to understand and document how the business operates and where IT services should and can help. To be the voice of the customer.
  • To create and maintain a repository of documents outlining key business processes and their reliance on IT Services.
  • To build knowledge within IT Services on our customer. To ensure IT Services get to know our customer. This will be achieved by briefing sessions or sharing of documentation.
  • To form and manage IT focus groups ensuring that they bring benefit to the customer and to ITS.
  • Responsible for the delivery of management reporting, including key performance metrics, tailored to meet the needs of the business. To host services review meetings with the business.
  • To conduct surveys and use the results and feedback provided to lead the IT Services team to shape and improve the service provided. The main IT Survey will be conducted annually. There will also be other surveys issued tailored to obtain feedback on new services or improvements. Identified improvements to be managed and tracked via the Continual Service Improvement Plan.
  • Responsible for the Continual Service Improvement Plans. To ensure that IT Services deliver improvements to service to completion. 
  • To be the key point of contact for the customer regarding IT Service issues. The face of IT Services.
  • To ensure that the delivery of all aspects of IT support are always delivered with the business in mind.
  • Advise the local business users of current and planned IT initiatives, improvements, challenges and priorities.
  • To provide effective communication to the business on IT matters. To ensure that information share with the customer is timely, useful and easily  understood.

To manage supplier relationships:

  • Responsible for the management of all IT contracts and supplier relationships across BFS US and Canada. 
  • Responsible for the management of all budgets associated with supplier contracts.
  • To build strong relationships across all suppliers and ensure that they meet their contractual obligations and performance targets. 
  • To develop and apply standard supplier management principles thus ensuring suppliers are appropriately managed and engaged with BFS.
  • To manage the service and relationship to ensure they are both effective and where applicable aligned to ITIL principles.
  • To manage the interaction between vendors and internal IT functions.


  • ITIL Foundation v3 qualification
  • Strong background in IT Service Management (minimum of 4 years)
  • Experience in managing 3rd parties and 3rd party delivered services ensuring their compliance against contracts
  • Incident and Problem Management experience
  • Ability to work under pressure and to meet deadlines
  • Excellent written and verbal communication skills
  • The ability to understand the business drivers and express technical issues in everyday language
  • Strong troubleshooting and diagnostic ability
  • ITIL Intermediate/Expert Level
  • ITIL Managing across the lifecycle
  • ITIL Master Qualification

Key Skills

  • Business Relationships: To build and improve the relationships between the business and IT services.
  • Continuous Improvement: Continuously seek to improve the service and performance delivered. Actively seek to improve processes and ways of working to address issues and increase efficiency, effectiveness and the service delivered.
  • Incident Management: Actively follow the incident management process for IT services, ensuring that communication with the business and the suppliers is paramount. To lead major incidents where needed. 
  • Problem Management: Review and troubleshoot technical problem areas to improve security, service and provide continuous service improvements across infrastructure services.
  • Implementation Support: To support project teams with the implementation of IT changes and updates ensuring that this is done in a controlled manner with appropriate communications and risk assessment.
  • Decision Making: Gathers and evaluates relevant information to make well-reasoned and timely decisions. Takes responsibility for decisions and outcomes. Facilitates the resolution of decisions and takes accountability for making decisions even where ambiguity exists.
  • Influencing: Makes a convincing impression to other resulting in positive acceptance, agreement or behavior change. To be comfortable around senior stakeholders.
  • Take initiative: Proactively identify issues or problems, take accountability and seize opportunities - take or initiate appropriate actions unprompted.
  • Customer Focused: You identify, understand and prioritize the needs of our customers, to provide the highest standards of service.
  • Team Player: Contributes to effective team performance 

About you
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