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 doing

• Lead and manage the Service Assurance 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
  
  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
  
  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.

This 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.,
• 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