IT Service Manager , Risk, IT & Security

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth, and shaping the future of UK lending. At Finova, our purpose is to make finance work better for everyone by building simple, connected, and intelligent solutions that turn a fragmented market into one customers love. We build careers the same way we build products: with intention, real ownership, and a belief that the best is still ahead.

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences. Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs - all while staying fully compliant in a fast-moving market.

We are seeking an innovative, hands-on IT professional to own and modernize our internal IT operations. Reporting into the business, you will transform traditional IT support into a proactive, Slack-led, and highly automated service that delights colleagues. At Finova, we believe that colleague experience is the primary measure of IT success. In this role, you will balance high-level service management with technical delivery, embedding AI and self-service workflows into everyday processes.

You will partner closely with Security and Engineering to deliver first-class customer service to internal stakeholders, ensuring our teams have the seamless, reliable, and secure technology they need to thrive.

• Regulated Environment
  
  Experience:
  
  Experience operating in financial services, fintech, or another highly regulated environment.
• MDM Expertise: Hands-on experience with Jamf, Intune, or equivalent MDM platforms.
• Service Management: ITIL 4 Foundation or equivalent service-management qualification.
• Modern ITSM: Experience with modern ITSM platforms featuring native Slack integration (e.g., Jira Service Management, Fresh service, or similar).
• Asset Management: Exposure to IT asset lifecycle management and software spend optimization.
• Distributed Support: Experience supporting a distributed or hybrid workforce across multiple sites. Familiarity working within international organizations is essential, as Finova has offices in the UK and India.

• Service Management & Operations: Own the IT service across incident, request, problem, and change management, including SLA definition. Coordinate major incident responses, use telemetry data to eliminate recurring root causes, maintain an accurate view of software entitlements/spend, and hold third-party vendors to their commitments. Partner with Security and Engineering to deliver required capabilities.
• Modern IT Engagement: Run IT support primarily through Slack. Design and maintain workflows, slash commands, and app integrations that connect the service desk with identity and device tooling. Maintain a consistent, human tone in communications (proactive updates, clear outage comms) and continuously measure, publish, and improve the colleague experience.
• Self-Service & Automation: Build and grow the self-service layer, including guided request flows and automated…