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
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.
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-day additional Christmas closure
Option to purchase an additional 5 days holiday**
Flexible working options available, including hybrid working
Enhanced parental leave
Pension scheme up to 11% employer contribution
Income Protection and 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 support including mental health counselling and remote GP
Wellhub - unlimited access to fitness providers and wellness coach sessions
Variety of travel to work schemes with bike storage and shower facilities
Inhouse barista and deli serving subsidised coffee and sandwiches
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.