Service Co-ordinator / Help Desk in Bath, Somerset

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.

• 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.
• Ensure consistent application of service management processes across heritage, cloud-native and SaaS 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 TechX, 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.

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. Experience operating across dual estates (heritage systems and cloud-native platforms). Ability to work effectively with third-party suppliers, including SaaS and data platform providers. Strong collaboration skills with operations, engineering, security, Risk and Audit teams. Experience leading and developing specialist service management teams.

This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 days a week.

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. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

• 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.
• Variety of travel to work schemes with bike storage and shower facilities.
• Inhouse barista and deli serving subsidised coffee and sandwiches.

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.