IT Service Operations Senior Manager

Job Description

Leads the IT Service Operations function, accountable for the reliable, secure and efficient day to day running of IT services across HL's technology estate. The role ensures clear ownership of service performance, consistent operational practices across heritage and cloud native platforms, and effective coordination with engineering teams to deliver stable, resilient and scalable services.What you will be doingLead and manage IT Service Operations, setting clear priorities, standards and performance expectations across all teamsOwn end-to-end service stability, availability and operational performance, ensuring services meet agreed SLAs and business expectationsProvide senior leadership during Major Incidents, acting as escalation point and ensuring effective cross-team coordination and communicationEnsure effective L1/L2 operational support capability, delivering consistent incident triage, resolution and service restorationDrive clear accountability and ownership of services, reducing hand-offs and improving speed and quality of responseOversee service performance, capacity and resilience, ensuring risks are identified early and managed appropriatelyEnsure consistent execution of IT Service Management processes (Incident, Problem, Change, Knowledge, SACM)About youExtensive experience leading IT Service Operations or production support functions in complex, business-critical environmentsDemonstrable track record of managing large, multi-disciplinary operational teams and delivering measurable service outcomesProven experience operating across hybrid technology estates (heritage and cloud-native platforms)Strong working knowledge of ITIL / IT Service Management practices and their practical applicationDemonstrated experience leading Major Incident Management, including senior stakeholder engagementProven ability to improve service performance using data, KPIs and operational insightExperience working closely with engineering, platform and DevOps teams in modern delivery environmentsStrong stakeholder management skills, with the ability to influence senior leaders, Risk & Audit and third-party suppliersDemonstrable track record of driving operational transformation, including automation and tooling adoptionClear, confident communicator able to engage both technical and executive stakeholdersInterview process3 stage interview process - Initial call | Competency & Scenario based questions | Leadership & Culture Interview.Working ScheduleThis role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 days a week.Why us Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.What's on offer Discretionary annual bonus* and annual pay review27 days* holiday plus bank holidays and 1-day additional Christmas closureOption to purchase an additional 5 days holiday**Flexible working options available, including hybrid workingEnhanced parental leavePension scheme up to 11% employer contributionIncome Protection and Life insurance (4 x salary core level of cover)Private medical insurance*Health care cash plans - including optical, dental, and out patientcareHealth screening programmeHelp@hand - confidential support including mental health counselling and remote GPWellhub - unlimited access to fitness providers and wellness coach sessionsVariety of travel to work schemes with bike storage and shower facilitiesInhouse barista and deli serving subsidised coffee and sandwichesTwo paid volunteering days per year* dependant on role level** only available to select during our annual benefits window, in November each yearHargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.Please note, we are unable to provide employment sponsorship to candidates.#HLITPBN1_UKTJ