Head of Service Operations

2 weeks ago

Heathrow, United Kingdom British Airways Full time

A career without limits

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

**The role**:
**Head of Service Operations & Infrastructure, IAG Cargo**

Reporting directly to the Chief Digital & Information Officer, the Head of Service Operations & Infrastructure is responsible for:

- Delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Release, Service Continuity), the IT Risk Framework and the coordination of service continuity
- Ownership of all ITIL processes across service operations delivery including event, incident, problem and change, ensuring flawless service delivery (including the Global IT Operations Centre and associated tooling)
- Service restoration for all incidents and degradations in service, reporting on compliance with SLAs. Deployment of activities and operational procedures required to trap and resolve any event, ensuring timely and effective communications to all relevant stakeholders.
- Operational command and control of Change Management execution, working closely with the Operations Managers, Infrastructure Manager and the Head of Service Delivery, Governance & Assurance
- Ownership of the IAG Cargo IT infrastructure, comprising of both on-premise and Cloud (AWS), including availability and capacity planning, and infrastructure-led projects and initiatives

**What you’ll do**:
**People/Relationship**
- Build, develop and maintain sustainable respectful stakeholder relationships.
- Inspire outcome-based decision making.
- Lead performance reviews with key stakeholder groups

**Governance**

Member/Invitee of the following boards:
IAG Cargo IT Senior Leadership Team

Cargo IT Board

Cargo IT Run Board
- Ensure full adherence to all governance, standards, and processes across the IAG Cargo organisation.
- Conduct internal functional technology satisfaction surveys and drive continual improvement across the team.
- Proactively contribute to continual improvement across IAG Cargo, specifically in relation to the Operating Model and ways of working

**Responsibilities**

Working in partnership with IAG Tech and the business to:

- Define the IT Operation Centre Standards and patterns for managing Events, Incidents, Problems and Change and Release Management. Ensures these standards and patterns are aligned to the framework defined by the Head of O&I Transformation
- Ensure major incident management procedures are ready-to-deploy, and are regularly tested, and are sufficient to maintain a consistent process for all MIs, 24x7, 365 days a year
- Provide insight into Operational Performance at regular reporting points. Drives insights into data, providing analysis to support decision making and identifying service improvement
- Define the Tooling to monitor the Global operational environment, managing all significant events from detection to determination of appropriate control action
- Deploy activities and operational procedures required to trap and resolve any event
- Co-ordinate activities in the event of vendor disaster recovery (including tests) and/or Business Continuity Plan execution
- Deploy and co-ordinate the teams of Operation Centre Agents and handover processes between shifts, driving a flawless service delivery within service operations.
- Active management of the vendors or Service Management Leads responsible for the mitigation of operational risks identified in the Risk Framework.
- Management responsibility for the IT Operations Centre Agents, Incident & Problem Manager, Change and Release Coordinator, IT Risk Assessors and IT Service Continuity Planner.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

**What you’ll bring to IAG Cargo**:
**Skills**
- Strong leadership with a proven ability of influencing and persuading internally and externally. Leadership and motivation of virtual teams across different locations and cultures
- Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
- Understanding and influencing of business strategy, translating this to accelerate the release
- Problem solving & and understanding of the broader business context (business acumen)
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