Service Operations Systems and Process Lead

ZipRecruiter; Manchester; Hybrid; GBP 45,000 - 52,000; Full time

Job summary

A leading FinTech organization in Manchester is seeking a Service Operations Systems and Process Lead. This role involves managing ServiceNow, optimizing processes, and enhancing service delivery. The position offers hybrid working with 2 days on-site each week and a competitive salary of up to £52,000 plus benefits.

Qualifications

• Strong experience with ServiceNow in a SaaS or fintech environment.
• Knowledge of service operations and data-driven decision-making.

Responsibilities

• Administer ServiceNow and manage day-to-day use.
• Lead initiatives to optimise service delivery and internal processes.
• Support KPI and performance tracking for operational teams.

Skills

ServiceNow

Process Design

Stakeholder Communication

Performance Optimisation

Job description

Job Description

Service Operations Systems and Process Lead

Manchester

Hybrid (2 days p/w on site)

Up to £52,000 + benefits

Harvey Nash are proud to be partnered with a FinTech organisation based in Manchester; who are going through a largescale transformation, and has big plans to grow further at scale this year.

As such, as we are looking to recruit an experience Service Operations Systems and Process Lead, on a permanent basis. This role will include the flexibility of hybrid working, however to be successful in this role you will be required to be on site in Manchester 2 days per week.

Role Summary:

The Service Operations Systems and Process Lead supports a multi-team operations function by managing the use and development of ServiceNow and other business systems. The role focuses on system administration, process optimisation, performance reporting, and continuous improvement across service desk, invoice reconciliation, and customer onboarding teams.

Key Responsibilities:

• Administer ServiceNow: manage day-to-day use, troubleshoot, support automation, and coordinate with third-party developers.
• Process Documentation & Management: maintain a process library, create and update documentation, and support teams in best practice adoption.
• Performance Reporting: support KPI and performance tracking for operational teams.
• Continuous Improvement: lead initiatives to optimise service delivery and internal processes.
• Stakeholder Engagement: work with internal and external partners to implement improvements.
• Customer Experience: support delivery of high service standards and improve self-service capabilities.

Requirements:

• Strong experience with ServiceNow and operational systems in a SaaS or fintech environment.
• Knowledge of service operations, financial planning, and data-driven decision-making.
• Skilled in process design, stakeholder communication, and performance optimisation.
• Proactive, collaborative, adaptable, and customer-focused mindset.

If you would like to be considered for this opportunity, please apply directly online and if your application is successful; one of the team will be in touch.