IT Service Manager

IT Service Manager

Location: Norwich, Bristol, York, Eastleigh or Sheffield

Salary: Circa £60k

The IT Service Manager role is accountable for the end‑to‑end health, resilience, and performance of live IT services supporting our Wealth business. The role ensures services are stable, secure, compliant, and continuously improving, while acting as the primary interface between technology teams, suppliers, and business stakeholders to deliver excellent outcomes for Wealth customers and advisers.

A bit about the job:

The role owns operational service performance across a portfolio of business applications and important business services, driving and validating high availability and resilience whilst ensuring services evolve in line with Wealth business priorities, growth ambitions, and regulatory expectations.

You will work closely with Wealth business to anticipate future service needs, understand what is important for our customer, and shape service requirements that support the delivery of market‑leading propositions. This includes proactively managing service risk, owning major incident impact assessment, and driving continuous service improvement aligned to business outcomes.

The role will also manage relationships with internal technology teams and external suppliers, ensuring consistent, high‑quality service delivery across both in‑house and outsourced environments, while using MI and insights to identify trends and opportunities for optimisation.

Skills and experience we’re looking for:

• Strong experience in ITIL / IT Service Management with a solid grasp of service fundamentals and operational delivery
• Proven ability to manage and influence senior stakeholders across technology and business teams, ideally in Financial Services or Wealth
• Knowledge of risk, service fundamentals, and operational resilience, with a proactive approach to identifying and mitigating service risks
• Clear understanding of customer and operational impacts of IT services, with the ability to translate insights into prioritised actions and outcomes
• Track record of improving service performance using MI, SLAs, and service improvement plans, alongside strong communication skills to lead through complex issues and act as an escalation point

What you’ll get for this role: 

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.  

• Starting salary circa £60,000 (depending on location, skills, experience, and qualifications) 
• Bonus opportunity – 10% of annual salary Actual amount depends on your performance and Aviva’s. 
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in. 
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days 
• Aviva-funded Private Medical Benefit to help you get expert support when you need it 
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts 
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme 
• Brilliantly supportive policies including parental and carer’s leave  
• Flexible benefits to suit you, including sustainability options such as cycle to work  
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others 
• We take your wellbeing seriously with lots of support and tools 

Take a look to learn more.  Put a salary into this calculator to see what your total Aviva Reward could be. 

Aviva is for everyone: 

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares. 

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues. 

To find out more about working at Aviva take a look here 

We'd love it if you could submit your application online. If you require an alternative method of applying, or if you have any queries in relation to the vacancy, please give Chloe Nettley a call on 07795207964 or send an email to chloe.nettley@aviva.com