Service Management Team Lead

Companyinteractive investor

LocationLeeds, England, United Kingdom

Posted At1/22/2026

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Occupation Type

Ambulance staff (excluding paramedics)

Occupation Code Skill LevelMedium Skilled

Sponsorship EligibilityIneligible for Sponsorship

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Description

Title: Service Management Team Lead

Location: Hybrid - Manchester or Leeds 3 days per week

Salary: From £41,400

Who we are:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We've been helping investors for nearly 30 years. We've seen market highs and lows and been resilient throughout. We're now the UK's number one flat-fee investment platform, with assets under administration approaching £75 billion and over 500,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

Purpose of the Role:

You will be leading our Service Management Analysts, responsible for delivering a high-quality service to our business users and customers, managing daily operations. As a hand on Team Lead, you will be responsible for leading and motivating your team, handling escalations, monitoring performance, ensuring team compliance with service level agreements (SLAs). You will also be required to develop service improvements and maintaining strong relationships to drive successful outcomes.

Leading a diverse team in an ITIL environment, you will have responsibilities for, but not limited to:

Major Incident Planning & Management

Problem & Change Management

Service Transition

Business Continuity Planning& Management

The role will require out-of-hours working which may include evening, late night, weekend and/or bank holiday working to support on-call Duty Manger rota, and/or service implementations, which is renumerated separately.

Key Responsibilities

Building relationships at all levels of the business and with 3rd parties, facilitate meetings as needed with key stakeholders, ensuring all required resources, approvers and decision makers are present and engaged to support activities across the service management function
Ensure effective and timely communication is maintained with key stakeholders, escalating risks, including risks to milestones, as needed
Own and implement the service management processes, ensuring they continue to drive best practice and ITIL standardisation
Assist with the reporting of Key Control and Key Risk Indicators, SLAs and other reporting as needed, ensuring information is recorded accurately and timely, managing risks, actions and events through the firm's risk management platform

To be proactive in identifying areas for improvements, with possible solutions obtained from technical teams for department or business unit

Manage risks across the department, highlighting areas of concern, escalating as needed

Ensure services are planned and implemented safely with issues resolved

Management of the businesses test environments, ensuring they're suitably maintained to support the business's development and testing

Maintain the firms ability to contact colleagues in the event of an emergency

INCIDENT & PROBLEM MANAGEMENT:

Coordination, ownership and management of major incidents, to restore a normal service of operation as quickly as possible and to minimise impact on business operations, ensuring the best possible levels of service quality and availability are maintained, including incidents relating to implementations
Act as duty manager, working with technical specialists to deal with any serious incidents out of hours, escalating as needed
Own the investigation into critical and/or complex incidents, working with key stakeholders to identify the root cause, ensuring suitable fixes have been identified and implemented

Share information on known problems and issues

CHANGE, SERVICE TRANSITION & IMPLEMENTATION MANAGEMENT:

Own the change process from start to finish, ensuring all request meet the required standards, suitable approvals have been obtained and the change has been implemented in line with process, taking an holistic risk view to ensure competing changes do not cause incidents
Own the service transition process to ensure a smooth transition of services deployed into the live environment, ensuring changes are managed effectively and efficiently, confirming all required documentation and training required for successful delivery of the project is agreed and in place, and handed over to BAU in a controlled manner
Work with PMO and other key stakeholders to ensure the service transition process is embedded into their delivery model and culture

PEOPLE MANAGEMENT

Lead a team of professionals, in the delivery of areas of accountability
Ensure team accountability and ownership of tasks, proving support and escalation as needed
Recruit, coach, develop, motivate, and manage the performance of the team to deliver defined objectives

Motivate your team, fostering a sense of collaboration and accountability

Support and guide team members through clear objectives, SLAs, providing development and upskilling opportunitie

Requirements

Essential Requirements

At least 2 years of line management experience
At least 5 years of experience in the ITIL driven service management environment, with specific Major Incident Management experience
Excellent understanding of corporate production IT Environment and IT Operations
Demonstrable experience of effectively communicating at the technical and business management level with a willingness to understand how we work, communicating at all levels of the business including exec
Demonstrable ability to work under pressure, with the ability to prioritise, managing multiple items and stakeholders at the same time to tight timeframes whilst remaining calm in sometimes challenging situations
Strong matrix management leadership skills

Desirable Requirements

ITIL v4 Foundation in Service Management
Experience of working as part of business continuity planning and management

Strong analytical skills

Ability to produce reports and presentations suitable for multi-level audiences and provide updates both formally and informally

Ability to think logically and creatively when addressing a problem

Good judgment in seeking and providing advice and counsel, independent of direct management oversight

Demonstrated ability to effectively coordinate resolution efforts for escalated issues

Understanding the business impacts of critical situations

Benefits

Group Personal Pension Plan - 8% employer contribution and 4% employee contribution
Life Assurance and Group Income Protection
Private Medical Insurance - Provided by Bupa
25 Days Annual Leave, plus bank holidays
Staff Discounts on our investment products
Personal & Well-being Fund - Supporting your physical and mental wellness
Retail Discounts - Savings at a wide range of high street and online retailers
Voluntary Flexible Benefits - Tailor your benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from in

dividuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive