01Overview
ResponsibilitiesLead a team of Product Operations Analysts and Engineers.Be responsible for the service delivery of a portfolio of services.Ensure Service Level Agreements (SLAs) and KPIs are met.Be responsible for the support, observability, maintenance, and service provision of defined applications and services.Drive a Shift-Left culture to ensure the Command Centre is capable of first-time resolution for a significant proportion of issues.Ensure that in-scope services are stable, secure, and robust.Ensure alignment with IT strategy and business strategic objectives.Build and enhance application SME knowledge and intellectual property.Be accountable for the accuracy and availability of all service operations documentation.Identify and implement service controls, including proactive alerting, monitoring, and dashboards for relevant systems.Participate in the service introduction process, ensuring acceptance criteria are met.Develop KPIs to effectively measure and optimise service outcomes.Lead and develop a high-performing team of SMEs with a strong service culture.Provide SME guidance for resolution, remediation, root cause analysis, major incidents, complex issues, and escalations.Ensure quality assurance of application incidents by validating analysis and verifying fixes where appropriate.Drive continuous service improvements, including: Automation, System performance optimization, Service KPI improvement, Technical debt reduction, Cost optimization, Application rationalisation, Problem resolution, Incident reduction.Support projects during the Software Development Life Cycle (SDLC) to ensure successful transition into live service.Identify opportunities for SME alignment with Scrum teams and promote DevOps ways of working.Ensure all Problems undergo proper quality analysis and are well defined.Support Scrum teams with relevant operational and technical information.Oversee the Product Operations Scrum to plan, analyse, develop, test, and deliver high-quality defect fixes and service improvements.Manage change management activities for the application/service portfolio where applicable.Ensure applications comply with all security policies and remediate identified deficiencies.Ensure the Product Operations team adheres to governance and information security standards.Ensure application service risks are identified, logged, and mitigated.Work closely with suppliers to ensure compliance with SLAs, contractual obligations, and managed service agreements (operational and financial).Support Operational Resilience by creating, defining, and reporting system interactions, performance, and availability for Important Business Services (IBS).Own external and internal audit engagements, including execution of recommendations and remediation actions.Participate in the 247 on-call support model when required.RequirementsProven experience managing and developing high-performing operations teams.Strong understanding and practical experience with ITIL-based IT Operations.In-depth knowledge of software lifecycle, IT infrastructure, and emerging technologies.Experience managing complex IT service portfolios supporting 247 operations.Experience contributing to IT Service Strategy.Strong track record of continuous service improvement across complex IT environments.Excellent negotiation, stakeholder management, and presentation skills.Strong problem-solving mindset with a focus on practical and effective solutions.Proficiency in risk management, resource management, and cost management.Experience working in a regulated financial services environment (preferred).Ability to adapt quickly to changing priorities with strong resilience.Bachelor\'s degree or equivalent (preferred, not mandatory).Detailed understanding of the organisation\'s application portfolio (desirable but not essential). .
