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. Role Description We are looking for a hands-on and forward-thinking Technology Operations Manager to own and evolve our Technology Operations capability. This is a leadership role with delivery accountability. You will lead our service desk team, drive the Joiners, Movers and Leavers (JML) process through robust endpoint configuration and deployment, and build intelligent automation that reduce toil and elevates the colleague experience. This role suits a technically sharp operator with growth mindset, someone who can define the strategic direction and debug an endpoint script when needed. You will be visible in the office, close to colleagues and stakeholders, and integral to scaling our technology operations as Allica scales. Principal Accountabilities Service Desk Leadership - Lead, coach and develop the service desk team, setting clear objectives, SLAs and quality standards. - Act as escalation point for complex or sensitive issues, ensuring swift and colleague-centric resolution. - Define and report on service KPIs and KRIs - Foster a culture of continuous improvement Endpoint Management - Own the end-to-end configuration, deployment and lifecycle management of macOS and Windows endpoints across the business. - Maintain and evolve MDM/UEM tooling to enforce security policies aligned with regulatory expectations and internal controls. - Ensure device build are consistent, auditable and compliant with Allica’s security standards and data-protection obligations. - Partner with the Security team to embed endpoint hardening, patching cadences and vulnerability remediation into BAU operations Joiner, Movers & Leavers Process - Lead the technology component of the JML lifecycle – provisioning, access management, and deprovisioning – ensuring zero gap coverage. - Work cross-functionally with people and Security to ensure access rights are granted and revoked accurately and on time. - Maintain complete audit trails for all JML activity to support regulatory and audit requirements. - Continuously improve JML workflows to reduce manual effort and time-to-productivity for new joiners. Automation & Service Improvement - Identify and prioritise high-volume, repetitive service desk queries and build automation (e.g. self-service portals, runbooks, scripts, workflow tools) to resolve them at scale. - Champion a shift-left approach – empowering colleagues to self-serve safely and reducing ticket volumes without compromising security. - Evaluate and implement tooling that improves operational efficiency, from TSM platforms to AI-assisted support capabilities. - Document operational processes and ensure knowledge is captured, maintained and accessible to the team. Stakeholder management & Governance - Build trusted relationships with business stakeholders across Operations, Finance, Product and other internal functions. - Manage relationships with technology suppliers and service providers, ensuring effective service delivery and value for money. - Contribute to technology risk and controls framework, support internal and external audits as required Personal Attributes & Experience - Proven experience leading an IT service desk or technology operations team in a regulated environment (financial services or fintech). - Strong hands-on technical expertise in endpoint management using MDM/UEM platforms. - Deep understanding of the JML lifecycle and associated access management controls. - Demonstrable experience building automation or scripting solutions to reduce manual service desk effort. - Strong grasp of ITSM princi…