• Service Manager

    Job Locations UK-Edinburgh
    # of Openings
    Position Type
    Permanent Full-Time
  • Role Description

    This Incident/Service Manager (Infrastructure) role will require management of delivery of best ITIL best practices as well as managing the Service Desk escalations and taking ownership of all major incidents across the business. This Incident/Service Manager (Infrastructure) will also be responsible for transitioning new services and developing SLAs and KPI performance metrics for the organisation


    • Designing and implementing an ITIL aligned incident management process.
    • Actively looking to minimise the number of incidents, requests & issues.
    • Creation of standard artefacts and communication channels.
    • Managing the response time & fix time for all Incidents within SLAs for each client.
    • Taking ownership of issues and is able to coordinate incidents and issues when they happen from an Infrastructure perspective.
    • Key coordination skills with internal stakeholders in a rapidly moving environment.
    • Support broader team activities such a client due diligence and audit requests in the Incident Management remit.
    • The ability to work across teams and influence outside of your direct remit is key.

    Experience Required

    • 3 or more years’ experience in a Service Management role or equivalent
    • ITIL / ITSM certification
    • Successfully managed project delivery
    • Strategic thinking, independent and delivery-focused working style
    • Superior problem solving capabilities
    • Able to work in a rapidly changing environment
    • Excellent organisational, administration and time-management skills
    • Excellent team communication skills, confident in dealing with internal and external clients

    About FNZ

    FNZ is a global FinTech firm, transforming the way financial institutions serve their wealth management customers.  We partner with banks, insurers and asset managers to help consumers better achieve their financial goals.  The business has grown rapidly in recent years, as its institutional customers have used FNZ’s platform to improve transparency, choice and drive down long-term costs for consumers of wealth management products across all segments: from mass-market workplace pensions to mass-affluent and high-net-worth clients.


    Today, FNZ is responsible for over £330 billion in assets under administration (AuA) held by around 5 million customers of some of the world’s largest financial institutions, including Standard Aberdeen, Santander, Lloyds Bank, Vanguard, Generali, Barclays, Quilter, UOB, Aviva, Zurich, UBS, BNZ, Findex and FNZC. In total, FNZ partners with over 60 financial institutions across the UK, Europe, Australia, New Zealand and South-East Asia.  The company has over 1,400 employees in the UK, Czech Republic, Shanghai, Singapore, Australia and New Zealand.


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