Head of Production Management - FinTech Reliability Leader

Behind every investment is a person with ambitions, motivations and values. While we know that every client is unique, they come to J.P. Morgan Personal Investing for the same reason: our straightforward and transparent approach to investing, and the trust that 150 years of J.P. Morgan heritage brings. J.P. Morgan Personal Investing offers award-winning investments, products and digital wealth management services to over 275,000 investors in the UK. We built the business with innovation as a core part of our ethos to give consumers the confidence and clarity to make informed investment decisions and achieve their financial goals.

As an Engineer at J.P. Morgan Personal Investing, you will be part of a team with great ambitions. We aim to build a top-in-market suite of mobile and web apps to provide the best investment experience for our clients. Our team is at the heart of this venture, focused on getting smart ideas into the hands of our customers. We're looking for people who have a curious mindset, thrive in collaborative squads, and are passionate about building quality software that has a big impact in a rapidly changing environment. By their nature, our people are also solution-oriented, commercially savvy and have a head for fintech. We work in tribes and squads that focus on specific products and projects.

About the role: J.P. Morgan Personal Investing is strengthening its production management capability to support a growing portfolio of wealth products built on a common Investment Platform. We are seeking a Head of Production Management to lead and evolve production operations across JPM Personal Investing, taking end-to-end accountability for the stability, resilience, and risk posture of our production and disaster recovery environments. In this role, you will define and govern production management standards across change, incident, capacity, and automation disciplines — driving operational consistency and minimising disruption to our UK customers.

Key Responsibilities:

• Build, fund, and lead a high-performing production management function — owning hiring budgets, headcount forecasting, and team structure to deliver against strategic priorities.
• Define and drive the production management strategy for JPM Personal Investing, setting the standards, frameworks, and governance that enable engineering teams to run their services with confidence under a you-build-it-you-run-it model.
• Partner with Engineering, Product, and Operations leaders to embed production management disciplines — change, incident, capacity, and automation — into team ways of working, ensuring operational excellence is a shared responsibility rather than a centralised function.
• Foster a mature run-the-bank culture of collaboration, accountability, continuous improvement, and operational excellence across JPM Personal Investing.
• Enable cross-functional alignment across JPM PI engineering teams through clear production standards, effective runbooks, decision records, and well-communicated operational roadmaps.
• Own the production risk posture for JPM Personal Investing, ensuring controlled change, rapid incident recovery, and scalable capacity in alignment with business growth and service commitments to firm customers.
• Partner with Risk, Compliance, and Controls to ensure production operations align with the firm's policies, standards, and regulatory requirements, and to support internal and external audits.
• In collaboration with the ICB Incident Management team, own incident management strategy, escalation frameworks, and post-incident reviews, driving a culture of learning that improves reliability and reduces toil across all teams.
• Supervise and govern change management processes, ensuring all production changes are properly assessed, authorised, and validated to minimise disruption and protect environment integrity.
• Drive adoption of AI-powered solutions and intelligent automation to reduce manual intervention, fast-track resolution, and continuously improve operational efficiency.
• Champion an automation-first, shift-left SRE culture leveraging shared tooling and automation to ensure consistency, reduce duplication, and maintain alignment with firmwide standards.
• Oversee capacity management and planning, ensuring infrastructure scales to meet current and future demand while maintaining performance and cost efficiency.
• Manage, mentor, and grow production management professionals, providing career pathways, constructive feedback, and succession planning.
• Drive a continuous improvement loop from production incident data into lower environment practices, test coverage, and shift-left initiatives upstream.
• Oversee vendor relationships and third-party service management within production operations, ensuring appropriate SLAs, ROI, compliance, and contractual performance to support operational resilience.

Required Qualifications:

• 10+ years of experience in production management, site reliability engineering, or IT operations, with 5+ years in senior leadership positions accountable for production stability at scale.
• Strong product and business mindset with experience supporting high-profile consumer-facing digital platforms in financial services, fintech, or similarly regulated environments.
• Demonstrated experience designing and scaling agentic AI-enabled development patterns across teams/functions, including establishing governance for human-in-the-loop validation, traceability/auditability, and secure handling of sensitive inputs/outputs.
• Strong understanding of responsible AI use and control expectations at scale, including security/resiliency implications, data sensitivity, and risk-based governance; ability to advise senior leaders on safe adoption, reuse, and measurable outcomes.
• Exceptional communication and stakeholder management skills, with the ability to influence across technical and non-technical audiences in complex, regulated environments.
• Strong technical background in modern production environments including cloud-native infrastructure, observability, CI/CD pipelines, and automation frameworks.
• Proven track record defining and governing production management standards across multiple engineering teams operating in a you-build-it-you-run-it model, underpinned by SRE principles and disaster recovery planning.
• Composure, decisiveness, and authority during incidents, vendor failure, or regulatory escalation, with a proven ability to protect business lines under operational stress.
• Strategic vision — translates complex problems into compelling, executable multi-year roadmaps with measurable outcomes.
• Transformation leadership — leads operating model redesign and capability uplift through ambiguity and at pace.
• Experience leveraging AI-driven solutions to reduce manual intervention, accelerate incident resolution, and enhance operational efficiency.
• Experience managing strategic vendor relationships and third-party service providers, including SLA negotiation, performance governance, and holding vendors accountable to deliver against operational and contractual commitments.
• Excellent coaching, feedback, and talent development skills, with experience building and scaling production-focused teams and driving workforce transformation.