Allica Bank
FinTech
ITServiceManager
“IT Service Manager at Allica Bank. Skills: IT Service Management, Service desk leadership, Stakeholder collaboration. Lead the service desk function. Mentor and manage the team”
What You'll Achieve.
Deliver best-in-class IT experience; Ensure exceptional service delivery; Achieve operational excellence; Assess team productivity; Assess team performance; Contribute to broader objectives
Industry & Context.
Analytical thinking; Prioritize tasks
Unrestricted right to work in UK
What They're Looking For.
Must Have
5 years experience leading IT Support Engineers, Technical expertise, Experience in Service Management, Experience developing, implementing, and reporting on SLAs and KPIs, Ability to work effectively across functional boundaries, Ability to work independently on projects
Nice to Have
Experience with ITSM tools such as Jira, Sound understanding of ITIL Service Management Framework
What You'll Do.
Lead the service desk function
Mentor and manage the team
Drive resolutions of service desk tickets
Ensure delivery of exceptional IT service standards
Enhance the end-user IT experience
Implement innovative workplace technologies
Adopt industry best practices
Collect regular feedback
Develop SLAs and KPIs
Monitor SLAs and KPIs
Report on SLAs and KPIs
Collaborate with stakeholders to improve service metrics
Provide hands on troubleshooting support
Mentor IT service desk team members
Set standards for JML process
Maintain standards for JML process
Improve JML experience through automation
Manage IT asset processes
Optimize utilization of hardware and software resources
Conduct regular weekly team meetings
Conduct team performance evaluations
Conduct training sessions
Serve as final point of escalation
Address complex issues
Resolve complex issues
Utilize metrics and reporting tools
Drive performance improvements
Demonstrate value of IT services
Stay informed about industry trends
Stay informed about technological advancements
Identify potential IT issues
Implement preventative measures
Manage tasks independently
Manage projects independently
Complete tasks with high quality
Complete projects with high quality
How You'll Work.
Team & Collaboration
Working closely with different functions; Collaborate with Incident Management; Collaborate with Customer Technical Support; Collaborate with Technology; Collaborate with Delivery Squads; Collaborate with stakeholders; Collaborate with Incident Management teams; Collaborate with Platforms Engineering teams; Work effectively across functional boundaries
Communication Scope
Written communication; Verbal communication
Applying for this IT Service Manager role?
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