Overview
We are seeking a Senior Operations Lead to drive the stabilization and transformation of our Service Operations function within a hybrid working environment. In this role, the contractor will collaborate with internal teams to establish operational standards, manage incidents, and initiate a conversion to an engineering-led operations model. The initial focus will be on reinforcing team accountability and reliability, with the potential to extend the contract for overseeing further transformation activities.
Responsibilities
- Stabilise day-to-day standards for ownership and accountability within the team.
- Manage major incidents effectively, ensuring communication and post-incident reviews are conducted.
- Clarify role boundaries and establish clear escalation paths across support tiers.
- Define and enforce ITIL 4-aligned operational standards and controls.
- Introduce KPIs and management reporting for performance visibility and tracking.
- Support the design and mobilization of offshore/nearshore support capabilities.
- Present monthly status reviews on service performance and transformation progress to leadership.
- Lead the transition to a Unified Operations Engineering model if the contract is extended.
Requirements
- Extensive experience as a senior IT/Service Operations leader, managing significant changes.
- Deep ITIL 4 expertise in Incident, Problem, Change, and Service Level Management.
- Understanding of the SFIA framework for team capability assessment and role definition.
- Direct experience transitioning to SRE, ARE, or Production Engineering models.
- Strong leadership skills, able to foster a positive and accountable team culture.
- Proven track record in managing major incidents and engaging with stakeholders under pressure.
- Familiarity with cloud infrastructure and modern software delivery practices.
- Experience in scaling offshore/nearshore support capabilities is preferred.