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

Leads the IT Service Operations function, accountable for the reliable, secure and efficient day to day running of IT services across HL’s technology estate.

The role ensures clear ownership of service performance, consistent operational practices across heritage and cloud native platforms, and effective coordination with engineering teams to deliver stable, resilient and scalable services.

What you will be doing

Lead and manage IT Service Operations, setting clear priorities, standards and performance expectations across all teams
Own end‑to‑end service stability, availability and operational performance, ensuring services meet agreed SLAs and business expectations
Provide senior leadership during Major Incidents, acting as escalation point and ensuring effective cross‑team coordination and communication
Ensure effective L1/L2 operational support capability, delivering consistent incident triage, resolution and service restoration
Drive clear accountability and ownership of services, reducing hand‑offs and improving speed and quality of response
Oversee service performance, capacity and resilience, ensuring risks are identified early and managed appropriately
Ensure consistent execution of IT Service Management processes (Incident, Problem, Change, Knowledge, SACM)

About you

Extensive experience leading IT Service Operations or production support functions in complex, business‑critical environments
Demonstrable track record of managing large, multi‑disciplinary operational teams and delivering measurable service outcomes
Proven experience operating across hybrid technology estates (heritage and cloud‑native platforms)
Strong working knowledge of ITIL / IT Service Management practices and their practical application
Demonstrated experience leading Major Incident Management, including senior stakeholder engagement
Proven ability to improve service performance using data, KPIs and operational insight
Experience working closely with engineering, platform and DevOps teams in modern delivery environments
Strong stakeholder management skills, with the ability to influence senior leaders, Risk & Audit and third‑party suppliers
Demonstrable track record of driving operational transformation, including automation and tooling adoption
Clear, confident communicator able to engage both technical and executive stakeholders

Interview process

3 stage interview process – Initial call | Competency & Scenario based questions | Leadership & Culture Interview.

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?

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

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.

Hargreaves Lansdown

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