Technology Operations Manager

Description

Hello, we're Starling. We are proud to be the first British bank founded by a woman, Anne Boden. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We're a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We're a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We are deeply committed to closing the gender gap in technology; from our partnership with Code First Girls to our internal 'With Women' and 'Embrace' networks, we actively champion diverse women in tech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

About the role

Our Technology Operations team is the first line of support for Starling, serving both our internal colleagues and our external technology partners. In this role, you will be responsible for leading a high-performing team that supports a primarily Apple Mac estate (with some Windows PCs) and critical infrastructure. You will manage team operations across two offices, ensuring a consistently high standard of support. This role blends hands-on technical support leadership with a drive for operational excellence, continual service improvement, and team performance.

What You'll Do:

• Lead and manage the Technology Operations team across multiple offices, ensuring seamless support for internal users and external partners.

• Drive the best performance and behaviors from your team in line with our company values and performance management framework, coaching and up-skilling colleagues regularly.
• Provide day-to-day oversight for our Mac and Windows environments, ensuring our managed systems and network operate smoothly.
• Collaborate with internal stakeholders to understand operational requirements and integrate effective support processes.
• Assist with escalations to third-party suppliers, triaging and escalating issues as necessary to maintain high service standards.
• Assist in the development of data and metric-driven dashboards to identify opportunities for process improvements and to track team performance.
• Manage incident response and escalation processes to ensure timely and effective resolution of technical issues.
• Support the execution of IT projects related to office infrastructure and hardware lifecycle management.

Requirements

• Proven experience managing a technical support or operations teams in a fast-paced, technically complex environment.

• Strong working knowledge of macOS and Windows support, along with experience using management tools such as Zentral, Intune, and Meraki.
• Demonstrated ability to manage multi-site operations, whilst driving a high-performance culture.
• Experience with incident management, ITSM tools, and continuous improvement processes.
• Excellent written and verbal communication skills with the ability to engage effectively with both internal stakeholders and external partners, whilst balancing multiple priorities.
• A passion for continuous improvement, with a metrics-driven mindset to develop dashboards and track key performance indicators.

We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there. As such, we are looking for people who can commit to 37.5 hours a week between 7am-10pm Monday to Sunday.

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you)

• An extra day's holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can't accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren't sure if you're 100% there yet, get in touch anyway. We're on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we're proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.