Service Assurance Manager

The Service Assurance Manager leads the Service Assurance team and 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 doingLead and manage the Service Assurance team, setting clear priorities, standards, and performance expectationsManage IT service management processes (Incident & Problem, Change & Release, Knowledge, and SACM) across IT Service OperationsParticipate in on-call and out-of-hours cover, providing business-facing coordination and communications during Major Incidents and ensuring post-incident learning is embeddedEnsure consistent application of service management processes across heritage, cloud-native and SaaS platformsDrive effective Problem Management, reducing repeat incidents and operational riskOversee Service Asset & Configuration Management, ensuring accurate configuration data to support incident, change, and risk decisionsPartner with Cloud Operations and Application Support Managers to ensure clear separation of process ownership and operational executionWork closely with TechX, Platform Engineering, Infrastructure Engineering, Product Engineering, Security, Service Delivery Management, Risk and Audit to align service management, controls, and assurance activitiesDrive continuous improvement of service assurance capability, controls, and reporting to improve stability, predictability, and transparencyAbout youProven experience in IT Service Management / Service Assurance within business-critical, regulated environmentsStrong working knowledge of Incident & Problem, Change & Release, and Service Asset & Configuration Management processesDemonstrated Major Incident leadership, including stakeholder coordination and post-incident learningExperience operating across dual estates (heritage systems and cloud-native platforms)Ability to work effectively with third-party suppliers, including SaaS and data platform providersStrong collaboration skills with operations, engineering, security, Risk and Audit teamsExperience leading and developing specialist service management teamsClear, confident communicator able to engage technical and senior stakeholdersInterview process2 stage interview process - Initial call | Competency & Scenario based questions.Working ScheduleThis role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office 3 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 review25 days* holiday plus bank holidays and 1-day additional Christmas closureOption to purchase an additional 5 days holiday**Flexible working options available, including hybrid workingEnhanced parental leavePension scheme up to 11% employer contributionIncome Protection and Life insurance (4 x salary core level of cover)Private medical insurance*Health care cash plans - including optical, dental, and out patientcareHealth screening programmeHelp@hand - confidential support including mental health counselling and remote GPWellhub - unlimited access to fitness providers and wellness coach sessionsVariety of travel to work schemes with bike storage and shower facilitiesInhouse barista and deli serving subsidised coffee and sandwichesTwo paid volunteering days per year* dependant on role level** only available to select during our annual benefits window, in November each yearHargreaves 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.#HLITPBN1_UKTJ