Service Assurance Manager (Fintech)

TL;DR

Service Assurance Manager (ITSM/Fintech): Leading the Service Assurance team to govern IT service management across heritage and cloud estates with an accent on stability, risk appetite, and governance. Focus on managing Major Incidents, optimizing Problem Management, and ensuring consistent process execution across diverse platforms.

Location: Hybrid (Bristol). Must be based in the UK; employment sponsorship is not provided

Company

The UK's leading investment platform for private investors, helping clients save time, tax, and money on their investments for over 40 years.

What you will do

• Lead and manage the Service Assurance team, establishing clear standards and performance expectations.
• Govern IT service management processes, including Incident, Problem, Change, Release, Knowledge, and SACM.
• Provide business-facing coordination and leadership during Major Incidents, including on-call and out-of-hours support.
• Ensure seamless service management across heritage systems, cloud-native, and SaaS platforms.
• Drive Problem Management to reduce repeat incidents and lower operational risk.
• Collaborate with Engineering, Security, and Risk/Audit teams to align controls and assurance activities.

Requirements

• Proven experience in IT Service Management or Service Assurance within business-critical, regulated environments.
• Deep knowledge of Incident, Problem, Change, Release, and SACM processes.
• Demonstrated success in Major Incident leadership and stakeholder coordination.
• Experience managing dual technology estates (heritage systems and cloud-native platforms).
• Strong communication skills for engaging both technical teams and senior stakeholders.
• Must have the right to work in the UK; the company is unable to provide employment sponsorship

Culture & Benefits

• Discretionary annual bonus and annual pay review.
• 25 days holiday plus bank holidays and an additional Christmas closure.
• Pension scheme with up to 11% employer contribution.
• Private medical insurance, health care cash plans, and health screening.
• Flexible working options, including a hybrid model (3 days in office).
• Wellness support via Wellhub and confidential mental health counselling.

Hiring process

• Two-stage interview process.
• Initial call followed by competency and scenario-based questions.