Service Assurance Manager (IT Service Management)

Location: Bristol head office, BS1 5HL, United Kingdom; hybrid working with office attendance 3 days per week.

Company

hirify.global is a UK investment platform helping private investors save and invest for the future.

What you will do

• Lead the Service Assurance team, setting priorities, standards, and performance expectations.
• Govern Incident and Problem, Change and Release, Knowledge, and Service Asset and Configuration Management processes.
• Coordinate communications and business-facing response during major incidents, including out-of-hours cover and post-incident learning.
• Apply consistent service management practices across heritage systems, cloud-native services, and SaaS platforms.
• Drive problem management, service assurance improvements, controls, reporting, stability, and operational risk reduction.
• Collaborate with Cloud Operations, Engineering, Security, Service Delivery, Risk, Audit, and third-party suppliers.

Requirements

• Proven experience in IT Service Management or Service Assurance within business-critical, regulated environments.
• Strong knowledge of Incident and Problem, Change and Release, and Service Asset and Configuration Management.
• Demonstrated experience leading major incidents and coordinating technical and senior stakeholders.
• Experience working across heritage systems and cloud-native platforms, including SaaS and data platform providers.
• Experience leading and developing specialist service management teams.
• Ability to work from the Bristol head office three days per week; employment sponsorship is not available.

Culture & Benefits

• Permanent full-time schedule of 37.5 hours per week, Monday to Friday.
• Flexible and hybrid working options.
• Annual bonus, annual pay review, 25 days of holiday plus bank holidays, and additional Christmas closure.
• Pension scheme with up to 11% employer contribution, income protection, life insurance, and private medical insurance.
• Enhanced parental leave, health screening, wellbeing support, fitness access, and two paid volunteering days per year.

Hiring process

• Two-stage process: initial call followed by competency- and scenario-based questions.