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Service Line Manager

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Service Line Manager

  • Location:

    City of London

  • Sector:


  • Job type:


  • Salary:

    Up to £ 70,000

  • Contact:

    Karen Hope

  • Contact email:

  • Contact phone:

    01784 465341

  • Job ref:


  • Published:

    28 days ago

  • Expiry date:


This is an exciting opportunity to join a fast paced, growing financial services organisation as Service Line Manager.

The Service Line Manager ensures there is a single point of coordination for all stakeholders and plays a key role in ensuring the matrix model efficiently works across the core operations.

The company offers a hybrid working opportunity, two days in the office and three days working from home.


  • As and when relevant acts as a regulatory liaison for a given service line specific issues raised by stakeholders while ensuring alignment

  • Implements a consistent approach, processes and capabilities to ensure a single point of coordination for all stakeholders.

  • Contributes to the successful operation of the matrix model across the core operations.

  • Acts as the stakeholder advocate on operational and service management matters within the organisation for a given service line.

  • Oversees the running of a specific service line from a service provision perspective, including first line risk, organisational and people matters.

  • Defines and oversees the introduction of required measures to ensure the smooth running of a given

  • Oversees key change projects for the given service line.

  • Ensures that the given service line specific deliverables are defined and takes ownership for all service line specific deliverables including as commissioned by the regulators.

  • Works together with department heads/senior management in identifying innovative ways of delivering new services.

  • Ensures the required professional capabilities are represented in the given Service Line team and manages the given Service Line Team performance.

  • Implements and manages Service Level Agreements (SLAs) to ensure service level targets are achieved and customer expectations are met.

  • Documents service performance data against agreed SLAs for a given service line.

  • Builds and maintains strong customer relationships within business, engaging customers where necessary for implementations, liaising during incidents, and acting as an escalation point for issues.

  • Holds service review meetings and operational level agreement reviews focussed on continuous improvement, implementing service improvement plans where appropriate.

  • Works closely with a wide variety of partners and manage relationships including third party suppliers and business stakeholders.

  • Ensures the successful daily Supplier Management including monitoring of KPI’s and adherence to SLA’s as well as Assurance.

  • Manages and maintains Scheme level rules and standards, .

  • Liaises with the Standards Authority when managing Scheme rules and standards updates,.

  • Undertakes Service and Participant performance reviews,

  • Reviews reports of service and participant performance and ensures potential risks are identified

  • Ensures the production of monthly Performance Dashboards.

  • Supervises administrative staff undertaking industry services operational duties

  • Undertakes onboarding activities and query management for several services

  • Maintains participant facing and internal procedural documentation

  • Holds regular participant group meetings to update them on performance and operation of service

  • Manages content of relevant areas of websites

  • Ongoing collation of data and production of performance reports

  • Manges relationship with Regulator in relation to the Code of Conduct for Indirect Access Providers

  • Manages or supports specific projects within the Operations portfolio

Knowledge & Experience:

  • Proven expertise and experience in ensuring complex services in a heavily regulated environment are delivered according to or exceeding the expectations of regulatory stakeholders.

  • Proven experience in ensuring services are delivered with a focussed business mind-set, and experience in aligning various technical teams to deliver in accordance with a common agreed framework

  • Excellent stakeholder skills with the ability to quickly understand stakeholder needs and define and ensure the implementation of corresponding actions.

  • Ability to anticipate and identify potential risks, limitations as well as opportunities related to the operations activities.

  • Solution-oriented with bias for action and a pragmatic attitude in order to work with peers and make the matrix structure

  • Technical and business background

  • Operations experience gained in the Financial Services industry - Essential.