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.

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.

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.

• 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.

• Give senior stakeholders 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 utilisation, demand, optimisation opportunities and cost drivers.

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

• 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,…