IT Service Operations Manager

Job Title

Job Description

So, who are we?

Hello, we're IG Group - FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

Your team

IG’s IT Service Management team are responsible for owning and administering Service Management processes at IG. The goal of the team is to be responsible for the operations that govern our IT estate and support our business, with risk to our environments mitigated through effective management.

Your role in the Team's Success

The successful candidate will be responsible for the leadership of the IT Service Operations function, overseeing the Incident, Problem, Change Asset and Config practices.

Taking ownership and accountability for the relevant policies and processes associated to these practices, they will ensure the continued effectiveness and relevance of the function and its operation, fostering a culture of continuous improvement.

Working closely with other teams within the Risk and Control department to drive strategic change, as well as representing the function to the wider organisation, the successful applicant for this role must have strong stakeholder management skills and comprehensive understanding of IT Service Management Principles.

What you'll do

• Understanding the needs of the function’s key stakeholders, creating client-centric customer journeys and an improved client experience 

  
  

• Driving ongoing iterative Design/Improvement, Implementation and Governance of a strategy for IT Service Operations in IG, setting out a roadmap to achieve it and creating a link between current and future operating models

  
  

• Effective communication of any impactful issues, building strong relationships with all key stakeholders and becoming a focal point for any escalations

  
  

• Driving continual service improvement by establishing a review framework for processes

  
  

• Creation, evaluation, and effective communication of IT Service Management MI/KPI’s to illustrate the current health of IG IT Services to the wider group  

  
  

• Promoting IT Service Management processes across the group encouraging engagement and compliance.

  
  

• Building links between the IT service management teams and other areas of the business, reviewing the possible need for the implementation of other industry standard practises (e.g., service transition) that can augment the IT Service Management function.

  
  

• Effective Management of the teams within the function, ensuring a common strategic direction, setting goals and milestones, measuring performance against them.

  
  

• Employing a 'systems thinking' mentality, understanding the commercial and operational functioning and importance of business functions, their criticality, and their relational connectivity

  
  

• Developing strong relationships with and empowering teams to make effective decisions, collaborate across teams and take personal accountability. Inspiring the team to deliver outstanding performance by helping them to connect to the purpose of work

  
  

• The development of the people within the function, acting as a mentor to encourage and facilitate career and personal development within IG

  
  

• Understand the impact of events and be able to prioritise workloads to meet demand

  
  

• Simplifying complexity and reducing unnecessary bureaucracy in IT Operations processes

  
  

What you'll need for this role

• Excellent written and verbal communication skills, able to keep stakeholders informed of progress and issues, influence where appropriate, and be comfortable in explaining concepts to people with various levels of business & technical knowledge, varying style and content to suit the audience.

  
  

• 12+ Years’ experience working in globally dispersed Service Management teams.

  
  

• 5+ years managing an IT Service Management Team in a fast-moving CI/CD environment (preferably within a financial services environment).

  
  

• Experience of Service Management in both B2B and B2C environments.

  
  

Desirable Skills

• Comprehensive understanding of ITIL methodologies and project delivery frameworks

  
  

• Experience managing across a fast-moving SDLC and CI/CD environment

  
  

• Proficiency with Service Management tools such as ServiceNow, Jira, or SharePoint

  
  

• Background in setting and monitoring performance thresholds

  
  

• Experience working in a global organisation, servicing customers across multiple geographies and cultures

  
  

• Strong vendor relationship management skills, ensuring solutions meet current and future needs

  
  

• Ability to manage a wide spectrum of stakeholders, including managing upwards effectively

  
  

• Confident in creating and presenting compelling business cases and executive-level presentations

  
  

• Strong problem-solving skills with the ability to make complex decisions collaboratively

  
  

• Calm under pressure, takes ownership of issues and drives them through to full resolution

  
  

• Flexible, detail-oriented, and able to adapt to evolving processes and environments

  
  

• Understanding of Financial Derivatives, Asset Management, or broader FinTech landscape is a plus

  
  

• Eager to learn with a growth mindset and genuine interest in financial products

  
  

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm

  
  

• Think Big: Focus on the problems that most impact commercial outcomes

  
  

• Champion the client: Understand and prioritise client's needs

  
  

• Deliver at pace: Push for fast, sustainable growth;

  
  

• Raise the bar: Take ownership, be accountable and share feedback

  
  

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

• Matched giving for your fundraising activity

  
  

• Flexible working hours and work-from-home opportunities

  
  

• Performance-related bonuses

  
  

• Insurance and medical plans

  
  

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

  
  

• Contribution to gym memberships and more

  
  

• Free Lunch/Snacks/Fruits

  
  

• A day off on your birthday

  
  

• Two days’ volunteering leave per year.

  
  

Learn more about the Perks here!

Join us for this exciting journey. Apply now!

Number of openings