Head of Technology Operations & Service Delivery

About us

Join one of the UK’s fastest growing and award-winning banks.

We are a team of ambitious, passionate, hardworking, and committed people who have successfully created and launched one of the UK’s newest specialist property finance banks. As we embark on an exciting journey of growth, we are seeking exceptional new team members who possess both the ambition and drive to contribute to our vision. At GB Bank, we believe that career progression should not only be achievable but accelerated, enabling our employees to reach their potential in a supportive and dynamic atmosphere.

Our environment is fast-paced and collaborative, where your efforts are recognised, rewarded, and make a tangible impact. We take pride in fostering and open and inclusive culture that not only embraces change but also encourages continuous learning and professional development.

Job purpose summary

The Head of Technology Operations & Service Delivery is the senior operational technology leader responsible for service performance, operational resilience, supplier governance, cloud and infrastructure operations, end-user technology, service transition and technology recovery. The role works across engineering, cyber and information security, risk, compliance, operations and the wider business to maintain stability while enabling controlled growth and change.

In this role, you will:

Lead the reliable, secure and efficient operation of technology services across the Bank, ensuring the technology estate is resilient, well controlled, scalable and focused on customer, intermediary and colleague outcomes. Forward thinking and driven to embed process automation through AI adoption.

Key areas of responsibility:

IT service management

• Own and continuously improve IT service management policies, standards, controls and tooling.

• Establish effective incident, problem, request, change, release, configuration and knowledge management.

• Define service levels, operational support arrangements and service reporting for all material technology services.

• Lead major incidents, stakeholder communications, post-incident reviews and remediation tracking.

Service ownership & business service management

• Maintain a comprehensive service catalogue with clear owners, support models and criticality classifications.

• Map technology services and third-party dependencies supporting Important Business Services and priority customer journeys.

• Define measures covering availability, customer impact, resilience, risk and cost.

• Give senior stakeholders clear visibility of service health, ownership, dependencies and remediation priorities.

Operational resilience & recovery

• Act as the senior technology lead supporting the Bank’s operational resilience framework.

• Ensure technology services supporting Important Business Services are managed against approved impact tolerances.

• Maintain and test technology recovery, disaster recovery and IT service continuity plans.

• Lead resilience exercises and provide transparent reporting on vulnerabilities and remediation.

Infrastructure, cloud & end-user technology

• Lead cloud infrastructure, networks, end-user computing, identity services, collaboration platforms, monitoring, backup and recovery.

• Maintain appropriate availability, capacity, performance, patching, lifecycle and asset management disciplines.

• Ensure production services have current documentation, monitoring and tested operating procedures.

Cloud governance & FinOps

• Own cloud operational governance and financial management.

• Balance resilience, security, performance and cost in operational decision-making.

• Report transparently on cloud utilisation, demand, optimisation opportunities and cost drivers.

• Work with engineering, architecture, finance and suppliers to improve efficiency without weakening control.

Observability & operational intelligence

• Develop proactive monitoring and end-to-end observability across critical services.

• Use operational data to identify service degradation, capacity constraints and control weaknesses before material impact.

• Implement service health dashboards and meaningful alerting for operational and executive decisions.

• Reduce repeat incidents through automation, trend-led problem management and root-cause elimination.

Customer & colleague technology experience

• Ensure technology enables effective customer, intermediary and colleague journeys.

• Use outcome-focused measures alongside technical metrics, including user satisfaction, productivity and avoidable disruption.

• Use service analytics, stakeholder feedback and demand trends to prioritise improvements.

• Build a responsive culture with clear ownership from first contact through to resolution.

Strategic supplier & outsourcing management

• Lead the multi-vendor technology ecosystem supporting the Bank.

• Set scorecards, governance, escalation routes and continuous improvement plans for material suppliers.

• Monitor contractual commitments, service performance, control requirements and remediation actions.

• Work with Procurement, Risk, Compliance and Legal on outsourcing governance, concentration risk, renewal and exit planning.

Technology risk, controls & assurance

• Operate effective first-line technology controls and retain evidence of performance.

• Identify, assess, report and remediate technology risks, control weaknesses, audit findings and regulatory actions.

• Work with Information Security on vulnerability, access, threat response and security improvement.

• Support executive, Board, risk committee, audit and regulatory engagement as required.

Change, release & service transition

• Lead Change Advisory Board governance and maintain appropriate control over production change.

• Define operational readiness and service acceptance criteria for new or materially changed services.

• Ensure support, monitoring, recovery, capacity, documentation and knowledge transfer are in place before go-live.

• Escalate, pause or reject changes that do not meet agreed standards.

Leadership, budget & governance

• Build and develop a high-performing, customer-focused service delivery team.

• Set clear objectives, accountabilities, development plans and succession arrangements.

• Manage the relevant operating budget and identify opportunities to improve value for money.

• Act as a senior adviser to Executive Committee members and provide evidence-based reporting to executive and Board forums.

• Escalate material weaknesses promptly, with clear business impact, ownership and recovery plans.

Role Requirements

Essential experience

• Senior leadership experience in IT service delivery, technology operations, infrastructure or a comparable function.

• Experience in a UK bank, financial services firm or another highly regulated environment.

• Strong practical knowledge of ITIL-based service management and major incident leadership.

• Experience managing cloud and infrastructure services, end-user technology and material outsourced arrangements.

• Experience supporting operational resilience, service continuity and technology risk frameworks.

• Track record of improving supplier performance through structured governance.

• Strong executive communication, judgement, commercial awareness and people leadership.

Desirable experience & qualifications

• Experience in a PRA- and FCA-regulated bank or financial institution.

• Experience with Microsoft Azure, Microsoft 365 and cloud-first operating environments.

• Experience building service catalogues, service ownership models and observability capabilities.

• ITIL v4 or advanced service management qualification.

What we can offer you:

• 8% company pension contribution and 3% individual contribution (which you can opt to increase)

• 25 days holiday every year plus bank holidays on top

• Private medical cover with BUPA - includes no excess + you can add family through salary sacrifice

• Death in service at 4 x base salary with Aviva

• Mental health support - through a helpline and counselling sessions

• Enhanced maternity, paternity and adoption leave
  

What else do I need to know?

• Location: Mayfair, London (4+ days in the office)

• Salary: Competitive

• Hours: 35 Hours per week

We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates, regardless of their age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity.

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