IT Service Manager

Allica Bank Ltd

Job Overview

Location

Milton Keynes Office

Job Type

Full-time

Full Job Description

📋 Description

• As an IT Service Manager at Allica Bank, you will lead the service desk function and drive continuous improvement across IT services to deliver a best-in-class IT experience for all users, supporting the bank’s mission to serve established SMEs in the UK’s fastest-growing fintech.
• Day to day, you will lead and mentor the IT service desk team, oversee service desk operations, drive ticket resolutions, develop and monitor SLAs and KPIs, provide hands-on troubleshooting, manage the Joiner-Mover-Leaver process and IT asset lifecycle, conduct team meetings and training, serve as the final point of escalation for complex issues, and use metrics to improve service performance.
• You will join a dynamic, fast-growing fintech company that values innovation, collaboration, and employee development, working closely with Technology, Delivery Squads, Incident Management, and Customer Technical Support teams to enhance service delivery and operational excellence.
• In this role, you will develop leadership and technical expertise in IT service management, gain experience in process automation and improvement, strengthen your ability to drive performance through data-driven insights, and grow your impact by shaping IT service standards that support organizational success.

🎯 Requirements

• Minimum of 5 years of experience leading and managing IT Support Engineers with a hands-on approach and serving as a point of escalation
• Strong technical expertise with proficiency in ITSM tools such as Jira and prior experience in Service Management within a dynamic IT environment
• Sound understanding and exposure to the ITIL Service Management Framework to ensure high-quality service delivery and continuous improvement

🏖️ Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Private health cover and life assurance
• Pension contributions and discretionary bonus scheme
• Family friendly policies including enhanced Maternity & Paternity leave

Skills & Technologies

Hybrid

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Allica Bank Ltd

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About Allica Bank Ltd

Allica Bank is a modern digital bank built for established UK businesses with 5-250 employees. They offer business bank accounts with competitive rates, cashback, and no monthly fees for qualifying customers, alongside savings, commercial mortgages, asset finance, and growth finance solutions. Allica emphasizes a return to 'relationship banking,' providing customers with a dedicated relationship manager and UK-based support, a stark contrast to the often impersonal experience with larger banks. Their customer stories highlight successful business growth and streamlined banking processes, underscoring their commitment to serving the vital SME sector.

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