IT Service Manager

IT Service & Operations Manager

About Finova Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth, and shaping the future of UK lending. At Finova, our purpose is to make finance work better for everyone by building simple, connected, and intelligent solutions that turn a fragmented market into one customers love. We build careers the same way we build products: with intention, real ownership, and a belief that the best is still ahead.

For Lenders Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences. Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs - all while staying fully compliant in a fast-moving market.

About the Role: We are seeking an innovative, hands-on IT professional to own and modernize our internal IT operations. Reporting into the business, you will transform traditional IT support into a proactive, Slack-led, and highly automated service that delights colleagues. At Finova, we believe that colleague experience is the primary measure of IT success. In this role, you will balance high-level service management with technical delivery, embedding AI and self-service workflows into everyday processes. You will partner closely with Security and Engineering to deliver first-class customer service to internal stakeholders, ensuring our teams have the seamless, reliable, and secure technology they need to thrive.

About you:

• Regulated Environment Experience: Experience operating in financial services, fintech, or another highly regulated environment.

• MDM Expertise: Hands-on experience with Jamf, Intune, or equivalent MDM platforms.

• Service Management: ITIL 4 Foundation or equivalent service-management qualification.

• Modern ITSM: Experience with modern ITSM platforms featuring native Slack integration (e.g., Jira Service Management, Freshservice, or similar).

• Asset Management: Exposure to IT asset lifecycle management and software spend optimization.

• Distributed Support: Experience supporting a distributed or hybrid workforce across multiple sites. Familiarity working within international organizations is essential, as Finova has offices in the UK and India.

What will you be doing?

• Service Management & Operations: Own the IT service across incident, request, problem, and change management, including SLA definition. Coordinate major incident responses, use telemetry data to eliminate recurring root causes, maintain an accurate view of software entitlements/spend, and hold third-party vendors to their commitments. Partner with Security and Engineering to deliver required capabilities.

• Modern IT Engagement: Run IT support primarily through Slack. Design and maintain workflows, slash commands, and app integrations that connect the service desk with identity and device tooling. Maintain a consistent, human tone in communications (proactive updates, clear outage comms) and continuously measure, publish, and improve the colleague experience.

• Self-Service & Automation: Build and grow the self-service layer, including guided request flows and automated fulfilment for access and provisioning. Automate repetitive IT tasks (onboarding/offboarding, licence assignment, device enrolment) using scripting and APIs. Set and systematically increase a human-touch deflection target, and expertly curate IT documentation.

• AI within the IT Workflow: Embed AI into the service workflow for automated triage, intelligent routing, and incident summarization. Evaluate and pilot AI capabilities in IT tooling, applying the judgment to know when it is not the right answer. Ensure all workflows strictly adhere to Finova’s AI governance and data-handling standards.

• Hands-On Technical Delivery: Lead Mac-first endpoint management (configuration, patching, zero-touch provisioning) while managing Windows to the same standard. Administer the Google Workspace environment and manage identity access (JML, SSO, MFA, least-privilege reviews). Provide escalation support for complex technical issues and contribute to rigorous IT security hygiene.

What We Offer:

• Hybrid working 🕰️ We operate on a hybrid model (requiring 4 days in the office each week for this role).

• Private medical insurance 👩‍⚕️ Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection 💰 We provide life assurance and income protection to give you peace of mind for the future.

• Family friendly policies 👶 Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere 🌴 Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package 🗓️ Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company pension scheme 🏦 With salary exchange, you save on tax and can build a secure future.

• Employee assistance programme 💞 We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.

• Electric car scheme 🚗 Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.

• Health cash plan 🏥 Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.

• Gym discounts 🏋️ Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.

• Perks that matter 🎁 We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.