Head of Technology Service Management

We are seeking an experienced Head of IT Service and Performance to lead the definition, governance, and performance management of Technology services across FNZ. You will be accountable for defining the Technology services offered to internal stakeholders, establishing and maintaining a clear service catalogue, and setting measurable service expectations through SLAs, OLAs, and KPIs.

You will own the design and operation of service performance reporting and governance, ensuring that service quality, stability, and customer experience are transparent and well managed. The role provides oversight of core ITIL processes (such as Incident, Problem, Change, and Request Management) which are operated by other Technology teams. You will not directly own or run these processes, but you will set expectations, monitor performance, and work with process and platform owners to drive continuous improvement.

You will play a key role in interfacing with internal service recipients, including Intra-Group Agreement (IGA) Committees and other governance forums, ensuring that service performance, risks, and improvement plans are clearly articulated. You will collaborate closely with Technology leadership, operational teams, and business stakeholders to ensure that services are well defined, well governed, and aligned with FNZ's strategic and regulatory obligations.

Service Definition & Catalogue Management

• Define and maintain the Technology service catalogue, including clear descriptions, ownership, service levels, and support models.

• Work with Technology and business stakeholders to ensure services are aligned to business capabilities and contractual obligations (including IGAs).

• Ensure that new and changed services are defined and documented consistently as they move through the delivery lifecycle.

Service Performance, KPIs & Reporting

• Define the KPI and metric framework for Technology services, covering availability, reliability, responsiveness, quality, and customer experience.

• Design and own mature reporting views (dashboards, scorecards, executive packs) that provide a clear and accurate view of service performance and trends.

• Own and manage the service performance and reporting calendar, including monthly, quarterly, and ad-hoc reporting cycles.

• Produce and coordinate service performance reports for internal stakeholders and governance forums, including Intra-Group Agreement Committees.

• Use data and insight from KPIs and other metrics to identify risks, issues, and opportunities for improvement.

ITIL Process Oversight & Governance

• Provide oversight of core ITIL processes (Incident, Problem, Change, Request, Knowledge, etc.) operated within Technology pillars.

• Define standards, policies, and guardrails for ITSM processes and ensure they are applied consistently across regions and teams.

• Monitor the effectiveness of ITSM processes through agreed KPIs and controls, and work with process owners to address gaps and drive continual improvement.

• Ensure that ITSM processes support contractual and regulatory requirements, including reporting obligations linked to IGAs and other internal agreements.

Service Governance, Risk & Compliance

• Establish and run service governance forums (e.g. service reviews, performance reviews) with Technology and business stakeholders.

• Ensure that service risks, issues, and dependencies are clearly recorded, owned, and addressed, with appropriate escalation where required.

• Contribute to the design and operation of controls related to Technology service performance and reporting, including audit and regulatory responses where relevant.

Stakeholder Management & Internal Customer Engagement

• Act as a primary point of contact for internal service recipients for service performance and reporting topics.

• Support Intra-Group Agreement Committees and other internal governance bodies by providing service information, insight, and recommendations.

• Build strong relationships with senior stakeholders in Technology and the wider business, ensuring clear expectations and constructive dialogue on service performance.

Tooling, Data & Analytics

• Work with platform and data teams to ensure that ITSM tooling, monitoring, and observability platforms provide the data needed for service performance management.

• Drive the quality and integrity of service data (including service catalogue, CMDB, and knowledge base) to support meaningful reporting and decision-making.

• Champion the use of data and analytics to understand service behaviour, anticipate issues, and prioritise improvement activity.

People Leadership & Collaboration

• Lead and develop a team focused on service performance, reporting, and governance.

• Promote collaboration between ITSM process owners, operations, delivery, security, and business teams to ensure end-to-end service focus.

• Act as a visible advocate for service excellence and data-driven decision-making across Technology.

Requirements

• Significant experience in IT service management, service performance, or service governance roles within large, complex organisations, preferably in financial services or other highly regulated industries.

• Demonstrable experience defining and managing Technology service catalogues, SLAs/OLAs, KPIs, and service reporting frameworks.

• Strong understanding of ITIL and ITSM best practices, with experience overseeing (rather than necessarily operating) Incident, Problem, Change, and Request Management processes.

• Proven ability to design and operate service reporting and governance, including dashboards and executive-level packs, and to use data to drive performance improvement.

• Experience working with ITSM and monitoring/observability toolsets and leveraging them for service insight.

• Strong stakeholder management and communication skills, with experience engaging senior technology and business stakeholders and representing service performance in formal governance forums (e.g. committees, boards).

• Experience operating in multi-region or multi-entity environments and coordinating across different teams and operating models.

• Excellent spoken and written English.

FNZ's Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

That's why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.

Customer obsessed for the long-term Think big and make an impact Act now and own it all the way Challenge, commit and win together

Read more about The FNZ Way and our values:

Opportunities

• Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.

• Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies;

• Working in a flexible and agile way that meets the needs of the business and personal circumstances;

• Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority;

• We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

At FNZ, we recognise that diversity, equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender, ethnicity/race, faith, age, nationality, gender identity, sexual orientation, marital status, socio-economic background, disability or military veteran status where all applicants and employees are valued and respected.

In addition, we want to ensure accessibility needs are well supported, if you require specific support please advise us.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. 

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. 

We partner with the world's leading financial institutions, with over US$2.2 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.