Head of Service Management, UK

Reporting to the Deputy Head of Technology UK & Europe, this role is a client-facing position responsible for the transparency, governance, and communication of FNZ platform service performance. The role ensures clients have a clear, accurate understanding of platform availability, performance trends, incident management, and operational risk, while driving continual service improvement across infrastructure, production support, and vendor ecosystems.

Key Stakeholders

• Client CIO / CTO / Technology teams
• FNZ Production Support & Platform Operations
• Infrastructure & Engineering teams
• Vendor and third‑party service providers
• Risk, Compliance, and Audit stakeholders

Role Responsibilities

• Client Service & Relationship Management
  • Act as the primary technology service interface between FNZ and client stakeholders.
  • Present and explain platform performance, availability, and service health metrics in a clear, business‑relevant manner.
  • Build trusted relationships with client technology and operational teams through regular service reviews.
  • Provide leadership during major incidents, ensuring timely and transparent communication.
• Service Performance & Reporting
  • Own the production and delivery of monthly and ad‑hoc service reporting packs, including:
    • Platform availability and uptime against SLA
    • Performance metrics (latency, throughput, capacity utilisation)
    • Incident volumes, trends, and resolution times
  • Translate complex engineering data into client‑relevant insights and narratives.
  • Ensure reporting aligns with FNZ’s capacity and performance management standards, including data‑driven analysis and proactive remediation planning.
• Incident Management & Production Stability
  • Oversee the end‑to‑end incident lifecycle: detection, prioritisation, escalation, and resolution.
  • Client communication and coordination during live incidents.
  • Manage reporting and analysis of incident volumes and severity trends, MTTR, and root‑cause themes.
  • Ensure adherence to FNZ incident management practices focused on rapid restoration of service within SLA targets.
  • Drive post‑incident reviews and ensure corrective actions are implemented.
• Production Support & Operational Oversight
  • Maintain visibility of open issues, backlog, and production support volumes.
  • Identify systemic issues and recurring failure patterns impacting service quality.
  • Ensure alignment between production support, engineering, and change teams to improve operational stability.
  • Support capacity planning discussions using platform utilisation and demand trends.
• Vendor & Third‑Party Management
  • Manage operational relationships with key infrastructure and application vendors.
  • Monitor and report vendor performance against SLAs, including:
    • Responsiveness
    • Resolution effectiveness
    • Contribution to incidents
  • Escalate vendor issues and ensure accountability for service delivery.
• Technical Debt & Risk Management
  • Provide visibility and governance over technical debt impacting platform resilience and performance.
  • Track and report backlog of remediation items and risk exposure linked to ageing infrastructure or unsupported components.
  • Collaborate with engineering and leadership teams to prioritise remediation activity.
  • Ensure technical debt is clearly articulated to clients in terms of risk, impact, and mitigation plans.
• Continuous Service Improvement
  • Identify opportunities to enhance platform stability, monitoring and observability, and incident response effectiveness.
  • Drive initiatives that reduce incident volumes and improve service quality.
  • Support implementation of best practice service management aligned to ITIL principles.

Role Requirements

• Strong understanding of enterprise infrastructure, platform operations, and service management in a regulated environment.
• Proven experience in client‑facing service management or technology operations roles.
• Ability to interpret and present technical metrics (performance, availability, capacity) to non‑technical audiences.
• Experience managing major incidents and crisis communications.
• Strong knowledge of SLA/KPI frameworks, ITIL practices, and service governance.
• Demonstrated ability to manage third‑party vendors and complex service ecosystems.
• Commercial awareness and ability to align technical performance with client outcomes and business impact.

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