Overview
The Lead Operations Engineer / Senior Operations Specialist will play a pivotal role in transforming the Service Operations function. This contract position, initially for three months with the potential for extension, requires the individual to stabilize existing team standards and begin a transition towards an engineering-led operations model in a hybrid working environment.
Responsibilities
- Stabilize the operations team by resetting standards for ownership and accountability.
- Directly manage major incidents, ensuring effective communication and coordination.
- Establish clear boundaries between Operations and other teams to improve role clarity.
- Introduce and manage interim KPIs and reporting to enhance visibility of performance and risks.
- Define and enforce ITIL 4-aligned operational standards and controls.
- Support the development of a new offshore/nearshore support capability.
- Present monthly performance reports to senior leadership and stakeholders.
- Lead the team’s transition to a Unified Operations Engineering model if the contract is extended.
Requirements
- Extensive experience in IT/Service Operations leadership during significant change.
- Deep knowledge of ITIL 4, including Incident, Problem, Change and Release Management.
- Familiarity with the SFIA framework for assessing team capabilities and building development plans.
- Experience in advancing traditional IT support to SRE, ARE, or Production Engineering models.
- Strong leadership skills, fostering a positive high-performing team culture.
- Proficient in cloud infrastructure, especially AWS or Azure, and modern software practices.
- Experience in establishing offshore/nearshore delivery capabilities.
- Excellent communicator, able to engage with technical teams and senior management effectively.