(Senior) Manager IT - Operations & ICT Governance (m/w/d)

POSITION DETAILS: Position Title: Service Desk Manager Reports to (position): Head of EUX Location: Leatherhead (Hybrid)* Job Type: Permanent Working Pattern: Monday – Friday (09:00 – 17:30)  *Hybrid working is available upon successful completion of probation, based on a 3 + 2 pattern (3 days in the office, 2 days work from home). BYTES: Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. We work with SMEs, corporates, and public sector organizations to modernize and digitally transform their IT infrastructures. We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey. PURPOSE OF JOB: The Service Desk Manager is responsible for owning the end-to-end delivery and performance of the Service Desk function, ensuring a consistent, high-quality experience for all end users. This role goes beyond day-to-day operations, focusing on service performance, continuous improvement, and stakeholder engagement. The Service Desk Manager will be the service owner for end user support, accountable for service quality, user satisfaction, and operational efficiency. The Service Desk Manager will drive continuous service improvement, using data and user feedback to enhance performance and experience, ensuring the best and fastest possible outcome for the user-base.   KEY RESPONSIBILITIES: Service Ownership & Performance: * Own the end-to-end Service Desk function, including incident, request, escalation, problem, and change management * Establish and maintain clear service standards and governance across the Service Desk * Run Root Cause Analysis on recurring issues/incidents and problems. * Own and report on service performance metrics and KPIs, including SLA, user satisfaction, and operational efficiency * Engage with stakeholders across the business to understand demand and manage expectations * Ensure clear governance and consistency across service desk processes, including escalations and handoffs Leadership & Team Management: * Lead, manage and develop the Service Desk teams, driving a high-performance and customer-focused culture * Set clear objectives and provide regular feedback, coaching, and development opportunities * Ensure appropriate resourcing, working with Team Leads, and ensure that scheduling, and workload balancing to meet business demand Continuous Improvement: * Drive continuous service improvement initiatives, identifying trends and understanding root causes to reduce recurring issues * Use data and user feedback to proactively improve service quality and user experience * Implement and mature ITIL-aligned processes, including incident, request, change, and problem management Stakeholder Management: * Act as the primary point of contact for Service Desk performance, communicating effectively with stakeholders at all levels * Engage with business teams to understand demand and manage expectations * Work closely with EUX, Infrastructure, Security, Business Systems, Development and Project teams to ensure aligned service delivery and minimal user impact Governance & Operational Alignment: * Ensure consistency and control across service processes, including escalations, handoffs, and third-party engagement * Support the delivery of projects and changes by ensuring effective resource alignment and operational readiness * Maintain a structured approach to documentation, reporting, and service reviews   QUALIFICATIONS, EXPERIENCE, & SKILLS: Experience: * Proven experience leading a Service Desk or technical support function within an enterprise environment * Experience managing and developing multi-person teams in a SLA-driven environment (15+ people) * Demonstrated experience delivering service improvements or transformation initiatives * Experience working with and influencing stakeholders across IT and the wider business Technical & Operational Knowledge: * Strong understanding of ITIL principles and service management frameworks * Experience managing service desk tooling and remote support solutions * Good working knowledge of end user technologies (Windows, Microsoft 365, endpoint devices, collaboration tools) * Understanding of cloud-based services and modern workplace technologies Skills & Attributes: * Strong leadership and people management capability * Excellent communication and stakeholder engagement skills * Data-driven mindset with the ability to interpret and act on service metrics * Proactive, accountable, and comfortable operating with a high degree of ownership * Focused on delivering a high-quality end user experience * Firm understanding of service performance metrics (SLA, SLO, CSAT, MTTR, etc.)   Working Hours and Benefits 37.5 hours per week EUX operational coverage: Monday to Friday, 08:00 to 18:00 Weekend work may be required from time-to-time to support with incidents, projects, and business needs.

Trust unlocks our greatest potential. For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution. What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’. What you can expect: ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank. If that excites you, how about joining our IT & Operations team as a Senior Technology Governance Specialist? Reporting to the Head of Technology, you will play a key role in monitoring technology services and maintaining governance, ensuring compliance with outsourcing and regulatory obligations while providing accurate reporting for audits, regulators and senior management. Your role includes: Technology Oversight Support: * Monitor the delivery of technology services to ensure compliance with outsourcing obligations, promptly escalating deviations, and maintain accurate documentation and oversight evidence to meet regulatory requirements. Data and Information Security Governance: * Support development and oversight of Data and Information Security Governance to meet regulatory and internal standards. Overall Governance & Coordination: * Coordinate with internal teams on technology incidents and remediation, providing timely updates to stakeholders. * Maintain and report evidence of compliance with technology-related regulations such as DORA, MiCAR, and cybersecurity obligations. * Support technology risk assessments and contribute inputs for risk reporting. * Support oversight of ICT third-party supply management activities to ensure compliance with contractual and regulatory requirements. * Analyse data from oversight activities to identify trends and provide. actionable insights for governance and strategic decision-making. * Prepare governance reports and maintain oversight logs to meet audit and regulatory requirements. * Assist in closing management actions from second and third line reviews. * Liaise with internal stakeholders to ensure ClearBank Europe requirements are captured and integrated into new initiatives. What you’ll bring To excel in this role, you’ll also need: * Strong knowledge of technology in financial services and fintech. * Strong knowledge of Information Security and Data Governance and Management. * Good knowledge of technology related regulations such as DORA, MiCAR and Cybersecurity obligations; practical experience would be a plus. * Understanding of crypto asset technologies and their regulatory implications would be a plus. * Understanding of Payment Rails (such as SEPA and Target 2) would be a plus * Strong analytical and communication skills, with the ability to interpret data, present actionable insights, and collaborate effectively across teams and geographies. * Proactive and detail-oriented, capable of managing multiple priorities with excellent organizational and stakeholder management skills. What makes a great ClearBank team member? Does this sound like you? * You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank; * You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care; * You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate; * ‘I’ before ’we’, isn’t in your vocabulary If this sounds like you then we encourage you to dust off that CV and apply! What we offer in return * We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance. * Offices – Work in a way that works for you – whether that’s in the Amsterdam office, at home, or hybrid. * Holiday – 27 days of annual leave per year, plus public holidays. * Work abroad – You have the flexibility to work outside of the Netherlands for up to 30 days in a rolling 12-month period. * Socials – Regular social events open to all. * Holiday swap – Option to swap your bank holidays to any other day of your choice. * Wellbeing – long term disability cover and accident cover. * Bigger than ClearBank – Take a couple of days per year to do something that matters to you. * Pension – We offer generous pension contribution without mandatory employee contribution. * Expense coverage – Mobile phone allowance and travel cost reimbursement. * Family – Enhanced family-friendly leave. * Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning. And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future. A little bit more about us!  ClearBank is Where You Can belong:  At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:  * 42% of our senior management roles are held by women  * Our enhanced family leave policies * Launching our partnership with Code First Girls  * Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group  Our hiring process and what you can expect: Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;  Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);  First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.   Second Interview: This will be a competency-based interview with one or more members of our team. Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.   Offer: Congratulations! Get ready to transform banking forever!    Our commitment to you as a candidate:  We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.   We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.   We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!   Equal Opportunities ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.  ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.  As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.  The legal bit By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.