ITAM Manager

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we’ve achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

About the role

The ITAM Manager at Zilch leads the Application Management team, prioritises incoming work, and ensures high‑quality delivery within SLAs. They collaborate closely with Product, Engineering, and Service Operations to improve systems and customer experience, manage tooling and documentation, act as the main escalation point during incidents, and drive continuous process and automation improvements across the function.

Day to day responsibilities:

• Partnering with multiple internal teams to manage and prioritise the demands placed on the Application Management (AM) team.
• Leading and developing the IT Application Management team to ensure work is delivered to a high standard and within agreed SLAs.
• Collaborating with Product and Engineering teams to identify and implement opportunities for product and service improvement.
• Working closely with the Service Operations team to deliver a best‑in‑class support experience for our customers.
• Managing and enhancing team tooling, documentation, and training to enable effective, scalable operations.
• Ensuring adherence to best practices, regulatory requirements, and data security standards in all aspects of day‑to‑day work.
• Acting as the primary stakeholder and escalation point for IT AM during incidents and major service events.
• Driving continuous improvement across the Application Management function by identifying process inefficiencies, implementing automation, and embedding a culture of learning and optimisation.
• Fostering a high‑performance culture built on proactivity, ownership, and technical excellence.
• Championing team wellbeing, maintaining a healthy, supportive, and inclusive environment that enables sustained high performance.

What we’re looking for:

• Background in engineering.
• Strong understanding of application development practices.
• Strong SQL skills with experience managing SQL‑based systems.
• Previous team management experience and recent experience in a similar role.
• Excellent attention to detail.
• Analytical thinker with the ability to quickly identify patterns in systems.
• Proven track record in troubleshooting and problem‑solving.
• Experience working in a support role/team, with solid understanding of SLAs and customer support best practices.
• Able to work under pressure and prioritise workloads effectively.
• Experience working with senior stakeholders, setting appropriate expectations and realistic deadlines.
• Skilled in MS SQL and Aurora querying.
• Experience and understanding of AWS, including its core products and services.
• Experience within fintech or similar industries, particularly in fast paced start‑up or scale‑up setting.
• Strong collaboration experience with Product and Development teams.

Benefits:

• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in‑app purchases.
• £200 for WFH Setup.
• Private Medical Insurance including GP consultations (video, telephone or face‑to‑face), prescribed medication, in‑patient, day‑patient and out‑patient care, mental health support, physiotherapy, and advanced cancer cover.
• Employee Assistance Programme including unlimited mental health sessions, 24/7 remote GP & physiotherapy, and 24/7 helpline for emotional & practical support.
• Savings & discounts on everyday shopping.
• 1:1 personalised well‑being consultations.
• Enhanced maternity, paternity, adoption, and shared parental leave.
• Professional Qualifications and Memberships.
• Learning Suite for e‑courses and Internal Training Programmes.
• FCA & Regulatory training.
• Hybrid Working and Casual dress code.
• Workplace socials.

To apply for this role, please submit your CV along with a cover letter. We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business. We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success. Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.