At a Glance
- Tasks: Lead IT Service Operations, ensuring reliable and efficient IT services across platforms.
- Company: Join a leading tech firm focused on innovation and service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborate with engineering teams and drive service improvements in a fast-paced setting.
- Why this job: Make a real impact by enhancing IT service performance in a dynamic environment.
- Qualifications: Extensive experience in IT Service Operations and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
About the Role 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).
About you 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 Dev Ops teams in modern delivery environments.
Strong stakeholder management skills, with the ability to influence senior leaders, Risk
IT Service Operations Senior Manager 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.
