Business Operations Compensation Systems Manager

3 hours ago

Hounslow, Greater London, United Kingdom Itechpost Full time
Job Title: Business Operations Compensation Systems Manager

We are seeking an experienced Business Operations Compensation Systems Manager to join our team. As a key member of our operations team, you will be responsible for the deployment, management, monitoring, reporting, troubleshooting, and repair of production systems.

Key Responsibilities:
  • Implement proactive solutions for incident and problem detection, response, and remediation, and continuous improvement.
  • Be the owner of the operational integrity of all production environments.
  • Adopt a "Measure Everything" approach to ensure that internal service level objectives and customer service level agreements are exceeded, including executive-level reporting on operational health metrics such as SLAs, incident resolution, performance, availability, reliability, capacity, etc.
  • Own incident management processes and on-call response.
  • Take ownership of complex issues related to performance, reliability, and scalability and lead the resolution of serious incidents and events, including communications with customers and wider stakeholders.
  • Uphold processes and procedures to manage change across production platforms.
  • Provide insight and expertise on how customers will perceive the changes or impacts to customers to drive customer organization change management and communication.
  • Establish operational practices in conjunction with the Product and Engineering teams (e.g., understanding how product feature development could affect the system's overall reliability and performance).
  • Provide delivery status information on System Reliability initiatives to the IT Leadership Team and additional stakeholders, with a focus on ensuring proper communication concerning changes to agreed milestones or challenges, risks, and blockers that may affect the outcome or agreed completion dates (with proactive suggestions to resolve).
  • Execute Service Management processes, including Change, Config, Service Level, Performance, Incident, and Problem Management, to deliver a high level of support and system availability.
  • Leverage industry standards and best practices for improving service levels and performance.
  • Uphold Customer Support standards in line with Service Level Agreements.
  • Ensure SLAs and KPIs are met to the best of your ability, with particular focus on first-level response times, escalation paths, and resolution times.
  • Responsible for recruitment and professional development of all under the Platform Operations space and owns hiring decisions.
  • Manage and report on business performance; hold direct reports accountable for achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short-term business objectives with the longer-term delivery of stakeholder value.
  • Identify the capabilities needed to meet the current and emerging business needs of a significant function.
  • Define the detailed organization structure to align with corporate principles, define the relationship between elements of the organization, and define the responsibilities of senior leaders, to enable the organization to achieve its business objectives.
  • Discuss and recommend more complex or innovative technical developments to improve the quality of software and supporting infrastructure to better meet users' needs.
  • Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Requirements:
  • Strong people leadership skills with 2+ years leading Operations teams within enterprise environments with knowledge of DevOps, SRE, ITIL, Cloud Services, IT Infrastructure, and Operations supporting and maintaining production and development environments and building cloud services that are secure, reliable, scalable, and observable.
  • Experience implementing and managing Logging, Monitoring, and Alerting frameworks.
  • Knowledge and experience of establishing deployment and automation pipelines.
  • Excellent communications and written skills, and must be able to talk about technology intelligently and passionately to all levels of an organization, including Developers, Architects, and senior management (technical and non-technical).
  • Strong organizational skills, and enjoy a dynamic and agile working environment.
  • Experience in establishing support strategies to support SaaS or Cloud-based backends with a particular focus on APM deployment (such as Dynatrace or other monitoring tools).
  • Experience with establishing Service Delivery strategies that align to new ways of work methods, including Agile.
  • Experience in successfully managing complex stakeholder relations.
  • Experience in leading and driving high-performance technical teams that are disparately located (international IT operations is a must).
  • Experience and understanding of international requirements relating to data/information security.
  • Experience in the design, development, and management of commercial technology contracts, technical service level agreements, and KPIs.
  • Experience of managed/outsourced services, commercial partners that have added intrinsic value to an organization.
  • Extensive experience in the co-development of IT strategy relating to security protocols, processes, policies, and standards relating to information security.
  • Experience in successfully managing and delivery of complex IT service and support projects.
  • Experience in managing strategic change in a dynamic operating environment.
  • Experience of procurement of outsourced technology services and managed technical services working across complex boundaries.
  • Proven experience leading a team of multi-disciplinary IT professionals in Service management within a blended or hybrid delivery model.
  • Demonstrated experience in influencing service partners to adapt and buy into changes for successful implementation and delivery of services.
  • Experience of establishing and delivering IT support services in a high-availability (HA) environment such as 24/7 operations.
Education:
  • Bachelor's degree or equivalent practical experience.
  • Google Cloud Certified Cloud Architect.
  • Google Cloud Certified Cloud Engineer.

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