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Allica Bank, the UK's fastest-growing fintech firm, is seeking a Technology Operations Lead to support and enhance its Technology Operations capability. This is a senior technical role with operational leadership responsibilities, providing technical leadership to the Service Desk, owning endpoint management, leading the technology aspects of the Joiners, Movers and Leavers (JML) process, and driving automation to improve operational efficiency and colleague experience.
Key responsibilities include:
SERVICE DESK LEADERSHIP: Provide day-to-day technical leadership, coaching and mentoring to the Service Desk team. Act as the primary escalation point for complex technical incidents and service requests. Support service delivery against agreed SLAs, monitor operational performance and drive continual improvement.
ENDPOINT MANAGEMENT: Manage the lifecycle of macOS and Windows endpoints, including provisioning, configuration, deployment and retirement. Administer and enhance MDM/UEM platforms (such as Microsoft Intune or Jamf) to ensure secure, compliant and standardised device management. Maintain endpoint security through patching, vulnerability remediation, software deployment and configuration management.
JOINERS, MOVERS & LEAVERS: Deliver the technology components of the JML lifecycle, ensuring timely provisioning, access management and deprovisioning. Work closely with People, Security and hiring managers to provide a seamless onboarding and offboarding experience. Maintain accurate audit records and continuously improve JML processes through automation and standardisation.
OFFICE TECHNOLOGY & WORKPLACE SERVICES: Lead technology delivery for new office openings, relocations and workplace expansion projects. Coordinate workplace technology deployments, including end-user devices, meeting room technology and collaboration platforms. Partner with Infrastructure, Facilities and third-party suppliers to deliver reliable workplace technology services.
AUTOMATION & SERVICE IMPROVEMENT: Develop automation using scripting (PowerShell, Bash, Python), workflow tools and self-service capabilities to reduce manual effort and improve operational efficiency. Champion a shift-left approach through knowledge management, self-service and AI-assisted support capabilities. Maintain operational documentation, runbooks and processes.
STAKEHOLDER MANAGEMENT & GOVERNANCE: Build effective relationships across Technology, Security, People, Facilities and business teams. Collaborate with technology suppliers to ensure effective service delivery. Support technology governance, operational reporting, audit activities and service transition for new technologies.
Required experience includes: proven background in senior IT Support, Endpoint Engineering or Technology Operations; technical leadership or mentoring within Service Desk or Technology Operations; hands-on experience managing Windows and macOS endpoints using MDM/UEM platforms; understanding of identity and access management and JML processes; experience developing automation using scripting languages; strong knowledge of ITSM principles and platforms (Jira Service Management, ServiceNow); excellent troubleshooting, analytical, prioritisation and stakeholder management skills.
Desirable qualifications: ITIL v4 Foundation certification or higher; experience in Financial Services, FinTech or regulated environments; experience supporting FCA, PRA and Operational Resilience requirements; experience with workplace technology for office openings; experience with Microsoft Teams Rooms, Zoom Rooms or collaboration technologies; AI-assisted Service Desk or chatbot automation; Microsoft certifications.
Allica Bank offers flexible working options, full onboarding support, continued development opportunities, regular social activities, pension contributions, discretionary bonus scheme, private health cover, life assurance, and family-friendly policies including enhanced Maternity & Paternity leave.
