We have an opportunity for an IT Service Delivery Manager to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

You will play a critical role in delivering high-quality IT services across the organisation via the management of internal support (Desktop and Application Support) teams as well as the oversight and coordination of externally provided IT services, ensuring the needs and expectations of the business are met and service is maintained to the highest standards. In this role you will ensure that services consistently meet agreed Service Level Agreements (SLAs), maintaining operational excellence and reliability by developing new, and evolving existing, ITIL aligned processes and by measuring success using KPI’s. You’ll identify opportunities for continuous improvement, driving initiatives to enhance service efficiency and overall delivery. Key areas of focus include:

• Develop and implement ITSM processes and procedures, track adherence with KPIs.
• Manage significant service outages and perform root cause analyses to minimise incident impact.
• Perform regular performance reviews of internal IT teams and develop performance plans.
• Create and manage a continuous Service Improvement Plan (SIP) for major IT services.
• Develop and publish tailored metrics to highlight service performance and availability for each business area.

The role will be on a hybrid working arrangement, 3 days a week from our Basingstoke office and the rest of the week from home.

What we are looking for in you…

What is important to us is that you have a proven background in an IT Service Delivery Manager role, coming from a technical background (an ITIL v4 Foundation qualification is highly desirable to successful in this role). You will have a robust understanding of Incident, Problem, and Change management, with previous experience in managing and mentoring high-performing technical support teams with strong, demonstrable leadership skills. It would be advantageous if you have a familiarity with various Project Management methodologies. Considering the oversight of externally provided IT services, you will have proven capability in vender relationship management, possessing financial acumen to manage and monitor service budgets effectively.

What is also important is that you have strong interpersonal and communication skills to work effectively with teams and individuals at all levels of the organisation. You will be self-motivated, pragmatic and pro-active with the ability to drive change agendas. Considering the nature of the role, you will need to be competent at managing changing workload and priorities, be highly organised and task driven with strong problem-solving and analytical skills.

What’s in it for you…

As well as a competitive salary, we offer an annual performance related bonus (up to 10% of base salary) based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.

Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to TELUS Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).