IT Service Operations Senior Manager

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 doing

• Lead and manage IT Service Operations, setting clear priorities, standards and performance expectations across all teams
• Own end-to-end service stability, availability and operational performance, ensuring services meet agreed SLAs and business expectations
• Provide senior leadership during Major Incidents, acting as escalation point and ensuring effective cross-team coordination and communication
• Ensure effective L1/L2 operational support capability, delivering consistent incident triage, resolution and service restoration
• Drive clear accountability and ownership of services, reducing hand-offs and improving speed and quality of response
• Oversee service performance, capacity and resilience, ensuring risks are identified early and managed appropriately
• Ensure consistent execution of IT Service Management processes (Incident, Problem, Change, Knowledge, SACM)

• Extensive experience leading IT Service Operations or production support functions in complex, business-critical environments
• Demonstrable track record of managing large, multi-disciplinary operational teams and delivering measurable service outcomes
• Proven experience operating across hybrid technology estates (heritage and cloud-native platforms)
• Strong working knowledge of ITIL / IT Service Management practices and their practical application
• Demonstrated experience leading Major Incident Management, including senior stakeholder engagement
• Proven ability to improve service performance using data, KPIs and operational insight
• Experience working closely with engineering, platform and DevOps teams in modern delivery environments
• Strong stakeholder management skills, with the ability to influence senior leaders, Risk & Audit and third-party suppliers
• Demonstrable track record of driving operational transformation, including automation and tooling adoption
• Clear, confident communicator able to engage both technical and executive stakeholders

This 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., * Discretionary annual bonus* and annual pay review

• 27 days* holiday plus bank holidays and 1-day additional Christmas closure

• Option to purchase an additional 5 days holiday**

• Flexible working options available, including hybrid working

• Enhanced parental leave

• Pension scheme up to 11% employer contribution

• Income Protection and Life insurance (4 x salary core level of cover)

• Private medical insurance*

• Health care cash plans - including optical, dental, and out patientcare

• Health screening programme

• Help@hand - confidential support including mental health counselling and remote GP

• Wellhub - unlimited access to fitness providers and wellness coach sessions

• Variety of travel to work schemes with bike storage and shower facilities

• Inhouse barista and deli serving subsidised coffee and sandwiches

• Two paid volunteering days per year

• dependant on role level

** only available to select during our annual benefits window, in November each year

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.