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 Service Delivery Manager is accountable for ensuring IT services are delivered reliably, predictably and in line with business needs across HL’s technology estate. Acting as a key bridge between IT Service Operations and the business, the role ensures services are operationally ready for change and critical events, perform to agreed service levels, and are resilient, scalable and trusted by stakeholders.
What you’ll be doing
Own end‑to‑end service delivery for assigned services, ensuring clear accountability, alignment to business priorities, and effective operation across heritage and cloud environments
Lead Service Introduction and Operational Readiness for new and significantly changed services, ensuring services do not go live until ownership, support models, documentation and resilience requirements are met
Maintain oversight of service capacity management, ensuring current and future demand is understood, risks are identified early, and services are able to scale to meet business needs
Ensure technical resilience and recovery plans are in place for supported services and that disaster recovery and resilience testing is executed to an agreed schedule, with actions tracked to completion
Manage service performance against agreed SLAs, OLAs and KPIs, leading regular service reviews with internal teams and third‑party suppliers and driving improvement where performance falls short
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
Work closely with Cloud Operations, Application Support, Service Assurance, engineering and security teams to ensure joined‑up delivery and effective hand‑offs across the full service lifecycle
Proactively identify and manage service risks, dependencies and improvement opportunities, using insight and data to strengthen service reliability, resilience and stakeholder confidence
About you
Proven experience delivering and managing IT services in a complex, business‑critical environment
Strong stakeholder management skills, with the ability to build trusted relationships with business leaders, technical teams and third‑party suppliers
Hands‑on experience of Service Introduction, Operational Readiness and transition into live service
Solid understanding of ITIL / IT Service Management practices, including Service Level, Incident, Problem, Change, Capacity and Continuity Management
Experience supporting Major Incidents, including out‑of‑hours participation and senior stakeholder communications
Demonstrable track record of driving service improvements using performance data, risk insight and post‑incident learning
Interview process
2 stage interview process – Initial call | Competency & Scenario based questions.
Working Schedule
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.
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?
* dependant on role level
** only available to select during our annual benefits window, in November each year
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.
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. Today we're trusted by over 2 million clients.
Our service allows clients to bring all their ISAs, pensions, SIPPS, and savings into one easy to manage place, allowing them to be in control.
