At a Glance
- Tasks: Lead client relationships and ensure top-notch service performance on the FNZ platform.
- Company: Join a leading tech firm focused on transparency and service excellence.
- Benefits: Competitive salary, career growth, and opportunities to work with cutting-edge technology.
- Other info: Dynamic role with opportunities for continuous improvement and innovation.
- Why this job: Make a real impact by enhancing service quality and client satisfaction.
- Qualifications: Experience in service management and strong communication skills required.
The predicted salary is between 70000 - 90000 £ per year.
Reporting to the Deputy Head of Technology UK & Europe, this role is a client-facing position responsible for the transparency, governance, and communication of FNZ platform service performance. The role ensures clients have a clear, accurate understanding of platform availability, performance trends, incident management, and operational risk, while driving continual service improvement across infrastructure, production support, and vendor ecosystems.
Key Stakeholders
- Client CIO / CTO / Technology teams
- FNZ Production Support & Platform Operations
- Infrastructure & Engineering teams
- Vendor and third‑party service providers
- Risk, Compliance, and Audit stakeholders
Role Responsibilities
- Client Service & Relationship Management
- Act as the primary technology service interface between FNZ and client stakeholders.
- Present and explain platform performance, availability, and service health metrics in a clear, business‑relevant manner.
- Build trusted relationships with client technology and operational teams through regular service reviews.
- Provide leadership during major incidents, ensuring timely and transparent communication.
- Service Performance & Reporting
- Own the production and delivery of monthly and ad‑hoc service reporting packs, including:
- Platform availability and uptime against SLA
- Performance metrics (latency, throughput, capacity utilisation)
- Incident volumes, trends, and resolution times
- Translate complex engineering data into client‑relevant insights and narratives.
- Ensure reporting aligns with FNZ’s capacity and performance management standards, including data‑driven analysis and proactive remediation planning.
- Own the production and delivery of monthly and ad‑hoc service reporting packs, including:
- Incident Management & Production Stability
- Oversee the end‑to‑end incident lifecycle: detection, prioritisation, escalation, and resolution.
- Client communication and coordination during live incidents.
- Manage reporting and analysis of incident volumes and severity trends, MTTR, and root‑cause themes.
- Ensure adherence to FNZ incident management practices focused on rapid restoration of service within SLA targets.
- Drive post‑incident reviews and ensure corrective actions are implemented.
- Production Support & Operational Oversight
- Maintain visibility of open issues, backlog, and production support volumes.
- Identify systemic issues and recurring failure patterns impacting service quality.
- Ensure alignment between production support, engineering, and change teams to improve operational stability.
- Support capacity planning discussions using platform utilisation and demand trends.
- Vendor & Third‑Party Management
- Manage operational relationships with key infrastructure and application vendors.
- Monitor and report vendor performance against SLAs, including:
- Responsiveness
- Resolution effectiveness
- Contribution to incidents
- Escalate vendor issues and ensure accountability for service delivery.
- Technical Debt & Risk Management
- Provide visibility and governance over technical debt impacting platform resilience and performance.
- Track and report backlog of remediation items and risk exposure linked to ageing infrastructure or unsupported components.
- Collaborate with engineering and leadership teams to prioritise remediation activity.
- Ensure technical debt is clearly articulated to clients in terms of risk, impact, and mitigation plans.
- Continuous Service Improvement
- Identify opportunities to enhance platform stability, monitoring and observability, and incident response effectiveness.
- Drive initiatives that reduce incident volumes and improve service quality.
- Support implementation of best practice service management aligned to ITIL principles.
Role Requirements
- Strong understanding of enterprise infrastructure, platform operations, and service management in a regulated environment.
- Proven experience in client‑facing service management or technology operations roles.
- Ability to interpret and present technical metrics (performance, availability, capacity) to non‑technical audiences.
- Experience managing major incidents and crisis communications.
- Strong knowledge of SLA/KPI frameworks, ITIL practices, and service governance.
- Demonstrated ability to manage third‑party vendors and complex service ecosystems.
- Commercial awareness and ability to align technical performance with client outcomes and business impact.
Head of Service Management, UK employer: FNZ
At FNZ, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where every team member is empowered to make a meaningful impact from day one. Our commitment to employee growth is reflected in our global career opportunities and the emphasis we place on individual contributions over tenure, ensuring that your hard work is recognised and rewarded. Located in a vibrant environment, you will collaborate with diverse, expert teams while enjoying flexible working arrangements that cater to both professional and personal needs.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Management, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FNZ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FNZ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Service Management, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FNZ:Your cover letter is your chance to shine! Tell us why you want to work at FNZ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FNZ!
How to prepare for a job interview at FNZ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
