IT Service Management Lead

Location: West of England

## IT Service Management Lead Apply:
Bristol (Harbour side):
Full time:
Posted Today:
End Date:
October 25, 2026 (15 days left to apply):
R9311# 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# The IT Service Management Lead and their team is accountable for the effective governance of IT service management across HL’s dual technology estate, spanning heritage systems, cloud services, and integrated third party platforms.
The role ensures consistent execution of service management processes, strong major incident leadership, and effective engagement with Risk and Audit to provide confidence that services are operated safely, compliantly, and within agreed risk appetite.
** What you’ll be doing*
* * Lead and manage the service management team, setting clear priorities, standards, and performance expectations
* Manage IT service management processes (Incident & Problem, Change & Release, Knowledge, and SACM) across IT Service Operations
* Participate in on‐call and out‐of‐hours cover, providing business‐facing coordination and communications during Major Incidents and ensuring post‐incident learning is embedded
* Ensure consistent application of service management processes across heritage, cloud‐native and SaaS platforms
* Drive effective Problem Management, reducing repeat incidents and operational risk
* Oversee Service Asset & Configuration Management, ensuring accurate configuration data to support incident, change, and risk decisions
* Partner with Cloud Operations and Application Support Managers to ensure clear separation of process ownership and operational execution
* Work closely with TechX, Platform Engineering, Infrastructure Engineering, Product Engineering, Security, Service Delivery Management, Risk and Audit to align service management, controls, and assurance activities
* Drive continuous improvement of service assurance capability, controls, and reporting to improve stability, predictability, and transparency    
** About you*
* * Proven experience in IT Service Management / Service Assurance within business‐critical, regulated environments
* Strong working knowledge of Incident & Problem, Change & Release, and Service Asset & Configuration Management processes
* Demonstrated Major Incident leadership, including stakeholder coordination and post‐incident learning
* Experience operating across dual estates (heritage systems and cloud‐native platforms)
* Ability to work effectively with third‐party suppliers, including SaaS and data platform providers
* Strong collaboration skills with operations, engineering, security, Risk and Audit teams
* Experience leading and developing specialist service management teams
* Clear, confident communicator able to engage technical and senior stakeholders    
** 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.

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