IT Service Management Lead

The IT Service Management Lead owns the IT service management practice across IT Service Operations and must show that it works. The role leads the Service Management team, sets how incident, problem, change and release, knowledge and configuration management are run, and gives risk, audit, and the regulator evidence that service controls are working.

The role owns the processes, and the Service Management team runs them day to day: coordinating major incidents, running change approval, leading problem investigations, and keeping configuration data accurate. Cloud Operations, Application Support, and the engineering teams run and support the services themselves. The job is making that split work in practice across heritage, cloud-native and SaaS platforms.

What you’ll be doing

• The Service Management team. Its capability, performance, and resilience, so the practice holds up reliably.
• Fit-for-purpose ITSM processes. Incident, Problem, Change and Release, Knowledge, and Service Asset and Configuration Management work as designed, apply the same way across heritage, cloud-native and SaaS platforms, and are codified in the ITSM platform. The teams that use them understand why they matter and see regularly how they are performing with this role as the processes’ visible champion and SME
• Major incident response. The business is kept informed during major incidents, and every one leads to a review with actions that get closed.
• Fewer repeat incidents. The causes of recurring incidents are found and removed, and what’s learned is captured as knowledge that support teams reuse.
• Safe change. Change and release risk is understood and controlled before changes go live, and outcomes are reviewed after.
• Trusted configuration data. Configuration and asset data is accurate enough for incident, change and risk decisions to rely on it.
• Evidenced controls. Service management controls can be evidenced to risk, audit and the regulator at any time; audit findings get fixed, and both internal teams and suppliers follow the process.
• A practice that improves. KPIs give leadership an honest view of service stability, and the improvement roadmap delivers measurable progress against the maturity baseline.
• Clear responsibilities. An agreed split of responsibilities with all stakeholders, which everyone works to.

• Has led an ITSM process or service management team in a complex environment with several platforms.
• Has owned major incident management, including keeping the business informed under pressure.
• Knows ITIL 4 practices across Incident, Problem, Change and Release, Knowledge, and Service Configuration Management.
• Has worked in a regulated environment and given control evidence to risk and audit.
• Has defined process requirements for an enterprise ITSM platform, ideally ServiceNow.
• Has held internal teams and third-party and SaaS suppliers to process, including teams outside their line management.
• Uses data and metrics to make decisions.

Desirable

• ITIL 4 Managing Professional or Strategic Leader.
• Working knowledge of ISO/IEC 20000-1 and its audit requirements.
• Experience of operational resilience rules in financial services.

This role is based in Bristol head office, BS2 0PS. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 2 days a week., * Discretionary annual bonus* and annual pay review

• 25 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 outpatient care
• 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.