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.
- ...