IT Service Operations Senior Manager

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

Technologies:

• Cloud
• DevOps
• Support
• ITIL

• We require extensive experience leading IT Service Operations or production support functions in complex, business-critical environments.
• We require a demonstrable track record of managing large, multi-disciplinary operational teams and delivering measurable service outcomes.
• We require proven experience operating across hybrid technology estates, including heritage and cloud-native platforms.
• We require strong working knowledge of ITIL and IT Service Management practices and their practical application.
• We require demonstrated experience leading Major Incident Management, including senior stakeholder engagement.
• We require proven ability to improve service performance using data, KPIs and operational insight.
• We require experience working closely with engineering, platform and DevOps teams in modern delivery environments.
• We require strong stakeholder management skills, with the ability to influence senior leaders, Risk & Audit and third-party suppliers.
• We require a demonstrable track record of driving operational transformation, including automation and tooling adoption.
• We require a clear, confident communication style that can engage both technical and executive stakeholders.

We are HL, the UKs number 1 investment platform for private investors, based in Bristol. For more than 40 years we have helped investors save time, tax and money on their investments. Our workplace is built around constant learning, dynamic teams and a strong ethos, guided by core values that promote service, quality, innovation and opportunity. This is a permanent, full-time role based at our Bristol head office (BS1 5HL), with 37.5 hours per week Monday to Friday and three days a week in the office. We offer a strong benefits package, including a discretionary annual bonus and annual pay review, 27 days holiday plus bank holidays and Christmas closure, flexible and hybrid working options, enhanced parental leave, pension contributions up to 11% employer contribution, private medical insurance, income protection and life cover, wellbeing and health support, travel-to-work schemes, subsidised food and drink, and two paid volunteering days each year. We are an inclusive employer