IT Service Management Lead

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We’d love to hear from you!

About the role

What you’ll be doing

• The Service Management team. Its capability, performance, and resilience, so the practice holds up reliably. 
• Fit-for-purpose ITSM processes. Incident, Problem, Change and Release, Knowledge, and Service Asset and Configuration Management work as designed, apply the same way across heritage, cloud-native and SaaS platforms, and are codified in the ITSM platform. The teams that use them understand why they matter and see regularly how they are performing with this role as the processes’ visible champion and SME 
• Major incident response. The business is kept informed during major incidents, and every one leads to a review with actions that get closed. 
• Fewer repeat incidents. The causes of recurring incidents are found and removed, and what's learned is captured as knowledge that support teams reuse. 
• Safe change. Change and release risk is understood and controlled before changes go live, and outcomes are reviewed after. 
• Trusted configuration data. Configuration and asset data is accurate enough for incident, change and risk decisions to rely on it. 
• Evidenced controls. Service management controls can be evidenced to risk, audit and the regulator at any time; audit findings get fixed, and both internal teams and suppliers follow the process. 
• A practice that improves. KPIs give leadership an honest view of service stability, and the improvement roadmap delivers measurable progress against the maturity baseline. 
• Clear responsibilities. An agreed split of responsibilities with all stakeholders, which everyone works to. 

About you

• Has led an ITSM process or service management team in a complex environment with several platforms. 
• Has owned major incident management, including keeping the business informed under pressure. 
• Knows ITIL 4 practices across Incident, Problem, Change and Release, Knowledge, and Service Configuration Management. 
• Has worked in a regulated environment and given control evidence to risk and audit. 
• Has defined process requirements for an enterprise ITSM platform, ideally ServiceNow. 
• Has held internal teams and third-party and SaaS suppliers to process, including teams outside their line management. 
• Uses data and metrics to make decisions. 

Desirable 

• ITIL 4 Managing Professional or Strategic Leader. 
• Working knowledge of ISO/IEC 20000-1 and its audit requirements. 
• Experience of operational resilience rules in financial services. 

Interview process

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

Working Schedule

This role is based in Bristol head office,BS2 0PS. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 2 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-dayadditional Christmas closure 
• Option topurchase anadditional 5days holiday**  
• Flexible working options available, including hybridworking  
• Enhanced parental leave 
• Pension scheme up to 11% employer contribution 
• Income Protectionand 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 supportincluding mental health counselling and remoteGP 
• Wellhub - unlimited access to fitness providersandwellnesscoach sessions 
• Variety of travel to work schemes with bike storage and shower facilities 
• Inhouse baristaand deli serving subsidised coffee andsandwiches 
• Two paid volunteering days per year 

*dependant on role level 

**only available to select during our annual benefits window, in November each year 

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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.