At a Glance
- Tasks: Lead the Service Assurance team and manage IT service processes across diverse technology platforms.
- Company: Join Hargreaves Lansdown, a forward-thinking employer that values diversity and inclusion.
- Benefits: Enjoy flexible working, generous holiday, private medical insurance, and wellness support.
- Other info: Dynamic work environment with opportunities for professional growth and community engagement.
- Why this job: Make a real impact in IT service management while developing your leadership skills.
- Qualifications: Experience in IT Service Management and strong communication skills are essential.
The predicted salary is between 60000 - 75000 £ per year.
About the role
The Service Assurance Manager leads the Service Assurance team and is accountable for the effective governance of IT service management across HL’s dual technology estate, spanning heritage systems, cloud services, and integrated third‑party platforms.
The role ensures consistent execution of service management processes, strong major incident leadership, and effective engagement with Risk and Audit to provide confidence that services are operated safely, compliantly, and within agreed risk appetite.
- What you’ll be doing
- Lead and manage the Service Assurance team, setting clear priorities, standards, and performance expectations.
- Manage IT service management processes (Incident & Problem, Change & Release, Knowledge, and SACM) across IT Service Operations.
- Participate in on‑call and out‑of‑hours cover, providing business‑facing coordination and communications during Major Incidents and ensuring post‑incident learning is embedded.
- Ensure consistent application of service management processes across heritage, cloud‑native and Saa S platforms.
- Drive effective Problem Management, reducing repeat incidents and operational risk.
- Oversee Service Asset & Configuration Management, ensuring accurate configuration data to support incident, change, and risk decisions.
- Partner with Cloud Operations and Application Support Managers to ensure clear separation of process ownership and operational execution.
- Work closely with Tech X, Platform Engineering, Infrastructure Engineering, Product Engineering, Security, Service Delivery Management, Risk and Audit to align service management, controls, and assurance activities.
- Drive continuous improvement of service assurance capability, controls, and reporting to improve stability, predictability, and transparency.
About you
- Proven experience in IT Service Management / Service Assurance within business‑critical, regulated environments.
- Strong working knowledge of Incident & Problem, Change & Release, and Service Asset & Configuration Management processes.
- Demonstrated major incident leadership, including stakeholder coordination and post‑incident learning.
- Experience operating across dual estates (heritage systems and cloud‑native platforms).
- Ability to work effectively with third‑party suppliers, including Saa S and data platform providers.
- Strong collaboration skills with operations, engineering, security, Risk and Audit teams.
- Experience leading and developing specialist service management teams.
- Clear, confident communicator able to engage technical and senior stakeholders.
- Interview process
2‑stage interview process – initial call followed by competency & scenario‑based questions.
Working schedule
This role is based in Bristol head office, BS1 5HL. It is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 days a week.
Benefits
- 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 (available to select during our annual benefits window).
- Flexible working options available, including hybrid working.
- Enhanced parental leave.
- Pension scheme up to 11% employer contribution.
- Income Protection and Life insurance (4× salary core level of cover).
- Private medical insurance, health care cash plans (including optical, dental, and outpatient care), health screening programme.
- Well‑being support (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.
- In‑house barista and deli serving subsidised coffee and sandwiches.
- Two paid volunteering days per year (dependent on role level).
- Equal Opportunity Statement
Hargreaves 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.
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Service Assurance Manager in Bristol employer: Hargreaves Lansdown plc
Hargreaves Lansdown PLC is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Bristol. With a focus on employee growth, we provide opportunities for professional development alongside competitive benefits such as a discretionary annual bonus and flexible working options, making it an ideal place for those looking to make a meaningful impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Assurance Manager in Bristol
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We think you need these skills to ace Service Assurance Manager in Bristol
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Hargreaves Lansdown plc.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Hargreaves Lansdown plc. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
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How to prepare for a job interview at Hargreaves Lansdown plc
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
