Technical Operations Manager

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

We are looking for a dynamic, hands-on and forward-thinking IT Service Manager to join our team. The successful candidate will oversee the service desk and lead our IT service management function, focusing on delivering a best-in-class IT experience for all users. This role requires both management and technical background to lead by example, driving continuous improvement across IT services, and ensuring exceptional service delivery, customer satisfaction, and operational excellence. The role requires a proactive approach, the ability to work autonomously, and strong organisational skills.

Principal Accountabilities

Working very closely with different functions within the company, including Incident Management, Customer Technical Support, Technology, & Delivery Squads to:

• Lead the service desk function, mentor, and manage the team, offering guidance and support to foster high performance and encourage professional growth.

• Full responsibility of IT service desk operations, actively driving resolutions of service desk tickets and requests while ensuring the delivery of exceptional IT service standards across the team.

• Enhance the end-user IT experience by implementing innovative workplace technologies, adopting industry best practices, and collecting regular feedback to understand and address user needs effectively.

• Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high service quality. Collaborate with stakeholders to continuously improve service metrics.

• Leverage extensive technical expertise to lead by example, providing handson troubleshooting support as required and mentoring the IT service desk team members to enhance their technical competencies.

• Set and maintain the standards for the Joiner-Mover-Leaver (JML) process to ensure seamless employee onboarding, internal transitions, and offboarding, while improving the experience through automation.

• Manage IT asset processes to optimize the utilization of hardware and software resources, including lifecycle management.

• Conduct regular weekly team meetings, team performance evaluations, and training sessions to strengthen team capabilities and skills.

• Serve as the final point of escalation and collaborate closely with the Incident Management and Platforms Engineering teams to address and resolve complex issues.

• Utilize metrics and reporting tools to drive performance improvements and demonstrate the value of IT services to the organization.

• Stay informed about industry trends and technological advancements to ensure the organization benefits from cutting-edge solutions and methodologies.

• Proactive approach to identifying potential IT issues and implementing preventative measures to mitigate risks.

• Working independently and autonomously to manage tasks and projects, ensuring their timely and high-quality completion.

Personal Attributes & Experience

• Applicants must have the unrestricted right to work in the UK, as we are unable to provide sponsorship.

• A minimum of 5 years of experience in leading and managing IT Support Engineers, adopting a hands-on approach and serving as a point of escalation when required.

• Strong technical expertise, evidenced by previous experience in technical support roles, including proficiency with ITSM tools such as Jira.

• Prior experience in Service Management within a dynamic IT environment, with a sound understanding of and exposure to the ITIL Service Management Framework to ensure the delivery of high-quality services and continuous i