IT Service Manager at Zola

London, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Banking, FinanceIndustries

Requirements

Hands-on experience in IT service delivery/operations, with specific responsibility for incident management in a complex, high-availability environment
Proven track record of technical incident management: coordinating major incidents, triaging complex issues across infrastructure, applications, networks, coordinating cross-team responses and driving resolution
Strong experience with incident management tooling and platforms (for example ticket/alerting systems such as Jira Service Management, PagerDuty, Splunk, monitoring/observability)

Responsibilities

Take ownership for the end-to-end incident management lifecycle for technology services - ensuring rapid detection, response, triage, remediation and post-incident reviews, aligned to business needs and SLAs
Lead the major incident / technical incident response process: ensure correct escalation, coordinate multi-discipline teams (infrastructure, applications, security, operations etc), communicate status to stakeholders, restore service with minimal business impact, and ensure root-cause and corrective/preventive actions
Oversee the tooling ecosystem for incident management: ensure that incident management platforms (ticketing, alerting, monitoring dashboards, runbooks) are configured, maintained and optimised for efficiency, automation and metrics
Monitor service performance and incident metrics (mean time to detect, mean time to resolve, recurrence rates, SLA compliance) and present reports to tech teams and senior leadership, using data to drive continual service improvement
Partner with the security operations / cyber incident team to manage security-related incidents (e.g., logging/alerting, log-analysis, triage of suspicious activity, coordinating with SOC, forensic hand-off, lessons-learned)
Own and evolve processes under recognised service-management frameworks (for example ITIL / ISO/IEC 20000) ensuring they reflect Zopa Bank’s environment, governance requirements and regulatory obligations
Work closely with other IT and business stakeholders (operations, risk, compliance, development, infrastructure) to ensure service delivery is aligned to business outcomes, risks are managed and continuous improvement is embedded
Train and mentor colleagues across the business, ensuring they have the right skills, tooling access and processes to deliver excellent service and response to incidents

Skills

IT Service Management

Incident Management

Major Incident Response

SLA Management

ITIL

Risk Management

Change Management

Automation

Triage

Escalation

Post-Incident Review

Zola

Online wedding planning and registry platform

About Zola

Zola.com is an online platform designed for couples planning their weddings. It offers a variety of services including customizable wedding invitations, venue and vendor recommendations, and a gift registry that allows couples to manage gifts, experiences, and cash funds all in one place. The platform simplifies the wedding planning process by providing tools for managing guest lists, tracking RSVPs, and meal selections. Zola stands out from competitors by allowing couples to exchange gifts for credit before they are shipped, enhancing the gift-giving experience. The company generates revenue through commissions from vendors and venues booked through its platform, as well as from the sale of wedding-related products. Zola's goal is to provide a seamless and user-friendly experience for engaged couples, making wedding planning easier and more organized.

New York City, New YorkHeadquarters

2013Year Founded

$164.6MTotal Funding

SERIES_DCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Risks

Emerging platforms offering similar services at lower costs threaten Zola's market share.

Economic downturns may reduce spending on weddings, impacting Zola's revenue.

Expansion into baby registries may dilute Zola's brand focus on weddings.

Differentiation

Zola offers a unique AI tool to balance wedding planning decisions.

Zola's comprehensive platform includes customizable invitations and vendor recommendations.

Zola's guest list management tool streamlines RSVP tracking and meal selections.

Upsides

Zola's AI tool aligns with the trend of integrating AI in wedding planning.

The rise of micro-weddings creates demand for Zola's tailored services.

Zola's digital marketing can leverage increased social media use for wedding planning.

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