Service Delivery Manager

Job Description

The Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL's technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders.What you'll be doingOwn end-to-end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environmentsLead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are metMaintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needsEnsure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completionManage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third-party suppliers and driving improvement where performance falls shortParticipate in on-call and out-of-hours cover, providing business-facing coordination and communications during Major Incidents and ensuring post-incident learning is embeddedWork closely with Cloud Operations, Application Support, Service Assurance, engineering and security teams to ensure joined-up delivery and effective hand-offs across the full service lifecycleProactively identify and manage service risks, dependencies and improvement opportunities, using insight and data to strengthen service reliability, resilience and stakeholder confidenceAbout youProven experience delivering and managing IT services in a complex, business-critical environmentStrong stakeholder management skills, with the ability to build trusted relationships with business leaders, technical teams and third-party suppliersHands-on experience of Service Introduction, Operational Readiness and transition into live serviceSolid understanding of ITIL / IT Service Management practices, including Service Level, Incident, Problem, Change, Capacity and Continuity ManagementExperience supporting Major Incidents, including out-of-hours participation and senior stakeholder communicationsDemonstrable track record of driving service improvements using performance data, risk insight and post-incident learningInterview process2 stage interview process - Initial call | Competency & Scenario based questions.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 review25 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