IT Service Operations Senior Manager (Fintech)

TL;DR

IT Service Operations Senior Manager (Fintech): Leading the IT Service Operations function to ensure the reliable and secure running of IT services across heritage and cloud platforms with an accent on service stability, availability, and operational performance. Focus on managing Major Incidents, driving ITSM process execution, and coordinating with engineering teams to reduce service hand-offs.

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

Company

The UK's leading investment platform for private investors, providing tools for saving and investing for over 40 years.

What you will do

• Lead the IT Service Operations function, setting clear priorities, standards, and performance expectations.
• Own end-to-end service stability, availability, and operational performance to meet agreed SLAs.
• Provide senior leadership during Major Incidents, acting as the primary escalation point.
• Manage L1/L2 operational support capabilities for consistent incident triage and resolution.
• Oversee service performance, capacity, and resilience to identify and manage risks early.
• Ensure consistent execution of ITSM processes, including Incident, Problem, Change, and Knowledge management.

Requirements

• Extensive experience leading IT Service Operations or production support in complex, business-critical environments.
• Track record of managing large, multi-disciplinary operational teams.
• Proven experience operating across hybrid technology estates (heritage and cloud-native platforms).
• Strong working knowledge of ITIL / IT Service Management practices.
• Experience leading Major Incident Management and engaging senior stakeholders.
• Must have the right to work in the UK without sponsorship.

Nice to have

• Track record of driving operational transformation, including automation and tooling adoption.

Culture & Benefits

• Hybrid working model with 3 days a week in the Bristol office.
• Discretionary annual bonus and annual pay review.
• Pension scheme with up to 11% employer contribution.
• Private medical insurance and health care cash plans.
• Comprehensive wellness support including mental health counselling and Wellhub access.
• 25 days holiday plus bank holidays and a Christmas closure day.

Hiring process

• Three-stage process: Initial call, Competency & Scenario-based questions, and a Leadership & Culture interview.