Digital Services Senior IT Operations Director
4 days ago
A highly skilled Senior Service Delivery Manager is required to lead the operations and maintenance of a global service that operates 24/7. This critical national infrastructure demands the highest levels of availability, security, and performance.
About the Role
The successful candidate will define the strategic vision for the live service and manage a team of approximately 50 IT professionals to ensure seamless operation, compliance with SLAs, and the successful delivery of fixes and small enhancements via Agile teams.
Main Responsibilities:
• Team Leadership: Oversee a global team ensuring 24/7 system operations, maintenance, and monitoring to maintain system availability and performance.
• Incident Management: Lead incident response and troubleshooting for critical system issues.
• System Upgrades: Oversee deployment of software updates, patches, and hardware upgrades with minimal service disruption.
• Collaboration: Work closely with development teams to seamlessly transition major enhancements into the live service.
• Change Management: Maintain a robust and efficient change management process.
• Stakeholder Management: Serve as the primary contact for internal and external stakeholders, ensuring transparent communication on system status.
• Governance: Chair the monthly service board and weekly service meetings with the client, ensuring alignment on priorities.
• Reporting: Produce detailed client reports on a weekly and monthly basis, as well as internal performance reports.
• Financial Management: Manage service budgets effectively to ensure cost efficiency.
Requirements
The ideal candidate will have proven experience in live service delivery management for critical national infrastructure, expertise in incident management, troubleshooting, and operational excellence, familiarity with Agile methodologies, specifically SAFe Agile, for delivering fixes and small enhancements, and exceptional communication and stakeholder management skills, able to operate at a senior level and balance competing demands.
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