Service Delivery Manager in Newport

The Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL's technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders.

What you'll be doing

• Own end-to-end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environments.
• Lead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are met.
• Maintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needs.
• Ensure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completion.
• Manage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third-party suppliers and driving improvement where performance falls short.
• 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.
• Work closely with Cloud Operations, Application Support, Service Assurance, engineering and security teams to ensure joined-up delivery and effective hand-offs across the full service lifecycle.
• Proactively identify and manage service risks, dependencies and improvement opportunities, using insight and data to strengthen service reliability, resilience and stakeholder confidence.

About you

• Proven experience delivering and managing IT services in a complex, business-critical environment.
• Strong stakeholder management skills, with the ability to build trusted relationships with business leaders, technical teams and third-party suppliers.
• Hands-on experience of Service Introduction, Operational Readiness and transition into live service.
• Solid understanding of ITIL / IT Service Management practices, including Service Level, Incident, Problem, Change, Capacity and Continuity Management.
• Experience supporting Major Incidents, including out-of-hours participation and senior stakeholder communications.
• Demonstrable track record of driving service improvements using performance data, risk insight and post-incident learning.

Interview process

2 stage interview process - Initial call | Competency & Scenario based questions.

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.
• 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.
• 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.