At a Glance
- Tasks: Lead IT Service Operations, ensuring reliable and efficient IT services across platforms.
- Company: Join the UK's number 1 investment platform, Hargreaves Lansdown, based in Bristol.
- Benefits: Enjoy a competitive salary, annual bonus, flexible working, and generous holiday allowance.
- Other info: Inclusive workplace with opportunities for continuous learning and career growth.
- Why this job: Make a real impact by driving service performance and operational transformation 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.
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 DevOps teams in modern delivery environments.
- Strong stakeholder management skills, with the ability to influence senior leaders, Risk & Audit and third-party suppliers.
- Demonstrable track record of driving operational transformation, including automation and tooling adoption.
- Clear, confident communicator able to engage both technical and executive stakeholders.
Interview process
3 stage interview process - Initial call | Competency & Scenario based questions | Leadership & Culture Interview.
Working Schedule
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.
Why us?
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.
What’s on offer?
- Discretionary annual bonus* and annual pay review.
- 27 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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Operations Senior Manager in Newport
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hargreaves Lansdown values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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✨Direct Apply to Hargreaves Lansdown
Let's not forget to apply directly through the Hargreaves Lansdown website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Operations Senior Manager in Newport
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.
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. 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.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Hargreaves Lansdown
✨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.
✨Showcase Your Problem-Solving Approach
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.
