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About the Role

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. This role ensures the stability of technology services while enabling controlled growth and change across the bank.

Responsibilities

Lead the reliable, secure, and efficient operation of technology services, ensuring the technology estate is resilient, well-controlled, scalable, and focused on customer, intermediary, and colleague outcomes.
Embed process automation through AI adoption.
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.
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.
Provide senior stakeholders with clear visibility of service health, ownership, dependencies, and remediation priorities.
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.
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.
Own cloud operational governance and financial management.
Balance resilience, security, performance, and cost in operational decision-making.
Report transparently on cloud utilization, demand, optimization opportunities, and cost drivers.
Improve efficiency without weakening control by working with engineering, architecture, finance, and suppliers.
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.
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 prioritize improvements.
Build a responsive culture with clear ownership from first contact through to resolution.
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.
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.
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.
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 advisor 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.

Requirements

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, judgment, commercial awareness, and people leadership.
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.

Skills

ITIL-based service management
Major incident leadership
Cloud infrastructure management
End-user technology management
Outsourced arrangement management
Operational resilience
Service continuity
Technology risk management
Supplier performance improvement
Executive communication
Judgment
Commercial awareness
People leadership
Microsoft Azure
Microsoft 365
Cloud-first operating environments
Service catalogues
Service ownership models
Observability capabilities
Process automation
AI adoption
ITIL v4

Location

Mayfair, London

Work Type

4+ days in the office
35 Hours per week

Experience Level

Senior leadership

Education Level

ITIL v4 or advanced service management qualification

Salary/Compensations

Competitive

Benefits

8% company pension contribution and 3% individual contribution
25 days holiday plus bank holidays
Private medical cover with BUPA
Death in service at 4 x base salary
Mental health support
Enhanced maternity, paternity and adoption leave

About the Company

One of the UK’s fastest growing and award-winning banks.
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.
GB Bank believes that career progression should not only be achievable but accelerated, enabling employees to reach their potential in a supportive and dynamic atmosphere.
The environment is fast-paced and collaborative, where efforts are recognised, rewarded, and make a tangible impact.
Pride in fostering an open and inclusive culture that embraces change and encourages continuous learning and professional development.
Values privacy and data protection rights.
Has a longstanding data protection culture and promotes robust ethical standards in data management.

Equal Opportunity

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.