Operational Standards

Role Introduction:
Our IT Managed Services business delivers enterprise-grade, 24x7x365 technical support to mid-market clients across the public and private sectors. Within our shared services model, standardisation, visibility, and automation are essential to providing resilient and scalable support.

The Operational Standards & Insight Specialist plays a critical role in governing and evolving the operational standards used by resolver squads, particularly in monitoring and automation practices. This role ensures that the standards are practical, applied, and continually improved. The role also provides technical insight to support reporting requirements owned by Business Analysts, enabling better visibility of tooling performance, automation maturity, and operational resilience.

Working closely with the Monitoring & Observability Engineer, Automation & Scripting Engineer, and SACM team, the postholder ensures that build-time standards set by Technical Services Delivery are effectively embedded into operational practice.

What You Will Do:

- Strong working knowledge of ITIL processes and how tooling, configuration and scripting underpin operational outcomes.
- Ability to interpret and improve technical documentation, standards, and knowledge artefacts.
- Clear communication skills and the ability to influence without authority.
- A strong sense of structure, attention to detail, and consistency.
- Confidence working in a shared services model across multiple squads.
- Familiarity with monitoring and automation concepts.
- Ability to translate abstract concepts into practical behaviours and processes.
- Eligibility for UK Government Security Check (SC) clearance.

Experience in several of the following areas is advantageous:

- Technical operations or support background within an MSP or enterprise environment.
- Experience contributing to CMDB, runbook, or operational standards libraries.
- Involvement in post-incident reviews or continuous improvement initiatives.
- Supporting or working alongside Business Analysts to shape meaningful reporting.
- Participation in technical forums or guilds for shared practice improvement.

What You Will Have:

- Govern the use and evolution of operational standards, including alert structuring, scripting quality, escalation practices, and configuration hygiene, ensuring that ownership and RACI clarity is maintained across all tooling-related processes.
- Translate build standards into practical operational conventions and work with engineers to embed these in daily routines.
- Work proactively with squads to ensure standards are understood, adopted, and reviewed.
- Lead and coordinate collaborative sessions—such as technical walkthroughs, guilds, and peer reviews—that help squads understand, apply, and align to operational standards in real-world scenarios.
- Define technical inputs to monthly KPI reporting, ensuring that metrics reflect actual tooling and service maturity.
- Collaborate with Business Analysts to help contextualise dashboards and ensure reporting outputs are technically accurate.
- Perform sample reviews and spot checks to evaluate how standards are applied.
- Capture feedback and usage insights to improve the clarity and relevance of standards over time.
- Feed into post-incident and problem reviews to highlight where gaps in standards or adoption may have contributed to failures.
- Maintain a knowledge base of standards, templates, and patterns that support consistent service delivery.

What We Do For You:
**Wellbeing focused** - Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral
- ** Annual Leave** - 26 days of annual leave, plus public holidays and the ability to buy additional days
- ** Employee Assistance Programme**- Free advice, support, and confidential counselling available 24/7 through Care First

**Personal Growth**:

- Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally
- ** Development Programmes**- From Future Managers to Leadership Training, our development programmes help you get where you need to go
- ** Performance Bonus**- Our Group-wide bonus scheme enables you to reap the rewards of your success

**Financial wellbeing -** We understand as well as your mental wellbeing, your financial wellbeing is really important
- ** Pension Scheme** - Our plan with Scottish Widows offers 5% matched contribution by the company
- ** Income protection insurance**- Providing you with support and assistance when you need it most

**Recognition**- Highlighting and rewarding the great work our people do
- ** Performance & Talent** - Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

**Making a Difference** - we provide opportunities to help our people make a difference to the causes they care about
- ** MatchIt** - Fundraise for a cause close to your h