IT Service Operations Senior Manager

Leads the IT Service Operations function, accountable for the reliable, secure and efficient day to day running of IT services across HL's technology estate. The role ensures clear ownership of service performance, consistent operational practices across heritage and cloud native platforms, and effective coordination with engineering teams to deliver stable, resilient and scalable services.

What you will be doing

• Lead and manage IT Service Operations, setting clear priorities, standards and performance expectations across all teams
• Own end-to-end service stability, availability and operational performance, ensuring services meet agreed SLAs and business expectations
• Provide senior leadership during Major Incidents, acting as escalation point and ensuring effective cross-team coordination and communication
• Ensure effective L1/L2 operational support capability, delivering consistent incident triage, resolution and service restoration
• Drive clear accountability and ownership of services, reducing hand-offs and improving speed and quality of response
• Oversee service performance, capacity and resilience, ensuring risks are identified early and managed appropriately
• Ensure consistent execution of IT Service Management processes (Incident, Problem, Change, Knowledge, SACM)

About you

• Extensive experience leading IT Service Operat...