IT Service 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 improvement.

• Exceptional attention to detail, coupled with excellent written and verbal communication skills.

• Proven analytical thinking skills, with the ability to prioritize tasks based on severity and urgency.

• Demonstrated experience in developing, implementing, and reporting on SLAs and KPIs to assess team productivity and performance.

• A collaborative approach, with the ability to work effectively across functional boundaries to address customer-related issues and achieve shared objectives.

• A proactive and self-motivated mindset, with the capability to work independently on projects that contribute to the broader objectives of the function.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities

• Options for flexible working

• Regular social activities

• Pension contributions

• Discretionary bonus scheme

• Private health cover

• Life assurance

• Family friendly policies including enhanced Maternity & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.