Head of Service Management

Reporting to the Deputy Head of Technology UK & Europe, this role is a client-facing role responsible for the transparency, governance, and communication of FNZ platform service performance. The role ensures clients have a clear, accurate understanding of platform availability, performance trends, incident management, and operational risk, while driving continual service improvement across infrastructure, production support, and vendor ecosystems.

Key stakeholders:

• Client CIO / CTO / Technology teams

• FNZ Production Support & Platform Operations

• Infrastructure & Engineering teams

• Vendor and third-party service providers

• Risk, Compliance, and Audit stakeholders

Role Responsibilities

1. Client Service & Relationship Management

• Act as the primary technology service interface between FNZ and client stakeholders.

• Present and explain platform performance, availability, and service health metrics in a clear, business-relevant manner.

• Build trusted relationships with client technology and operational teams through regular service reviews.

• Provide leadership during major incidents, ensuring timely and transparent communication.

2. Service Performance & Reporting

• Own the production and delivery of monthly and ad-hoc service reporting packs, including:

  • Platform availability and uptime against SLA

  • Performance metrics (latency, throughput, capacity utilisation)

  • Incident volumes, trends, and resolution times

• Translate complex engineering data into client-relevant insights and narratives.

• Ensure reporting aligns with FNZ’s capacity and performance management standards, including data-driven analysis and proactive remediation planning.

3. Incident Management & Production Stability

• Oversee the end-to-end incident lifecycle:

  • Detection, prioritisation, escalation, and resolution

  • Client communication and coordination during live incidents

• Manage reporting and analysis of:

  • Incident volumes and severity trends

  • Mean time to resolution (MTTR) and root cause themes

• Ensure adherence to FNZ incident management practices focused on rapid restoration of service within SLA targets. 

• Drive post-incident reviews and ensure corrective actions are implemented.

4. Production Support & Operational Oversight

• Maintain visibility of open issues, backlog, and production support volumes.

• Identify systemic issues and recurring failure patterns impacting service quality.

• Ensure alignment between production support, engineering, and change teams to improve operational stability.

• Support capacity planning discussions using platform utilisation and demand trends.

5. Vendor & Third-Party Management

• Manage operational relationships with key infrastructure and application vendors.

• Monitor and report vendor performance against SLAs, including:

  • Responsiveness

  • Resolution effectiveness

  • Contribution to incidents

• Escalate vendor issues and ensure accountability for service delivery.

6. Technical Debt & Risk Management

• Provide visibility and governance over technical debt impacting platform resilience and performance.

• Track and report:

  • Backlog of remediation items

  • Risk exposure linked to ageing infrastructure or unsupported components

• Collaborate with engineering and leadership teams to prioritise remediation activity.

• Ensure technical debt is clearly articulated to clients in terms of risk, impact, and mitigation plans.

7. Continuous Service Improvement

• Identify opportunities to enhance:

  • Platform stability

  • Monitoring and observability

  • Incident response effectiveness

• Drive initiatives that reduce incident volumes and improve service quality.

• Support implementation of best practice service management aligned to ITIL principles.

Role Requirements

• Strong understanding of enterprise infrastructure, platform operations, and service management in a regulated environment.

• Proven experience in client-facing service management or technology operations roles.

• Ability to interpret and present technical metrics (performance, availability, capacity) to non-technical audiences.

• Experience managing major incidents and crisis communications.

• Strong knowledge of SLA/KPI frameworks, ITIL practices, and service governance.

• Demonstrated ability to manage third-party vendors and complex service ecosystems.

• Commercial awareness and ability to align technical performance with client outcomes and business impact.

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 people achieve their financial goals through our unique combination of technology leadership, innovation and asset servicing. 

Our services enable our clients to provide best-in-class wealth management solutions to financial advisers, end-investors and the workplace. We pride ourselves on creating solutions that are flexible, transparent and scalable, reflecting the latest market, demographic and regulatory trends worldwide. 

FNZ has experienced exceptional growth in the past decade, both in terms of assets-under-administration and also through the substantial expansion of our international footprint.

The company is owned by a combination of CDPQ-Generation, Temasek and Generation IM along with FNZ employee shareholders.

Opportunities

Read our Employee Value Proposition.
Find out more about FNZ by following our social channels: Youtube, LinkedIn, Facebook, Twitter, and hear what our staff have to say about working at FNZ on Glassdoor.

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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$2.5 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._