ITAM Manager

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

Bonus skills

• 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