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Senior Technical Operations Manager
2 months ago
We are seeking a talented and experienced Senior Technical Operations Manager to join our dynamic Service Delivery team. As a Senior Technical Operations Manager, you will play a crucial role in managing and driving the incident, change, and problem processes that support the rapid scaling of a cutting-edge research programme. If you have a passion for continuous improvement, a strong background in total ownership models, and at least 5 years of experience in an Incident Commander role, we want to hear from you.
At Our Future Health, our mission is to transform the prevention, detection and treatment of conditions such as dementia, cancer, diabetes, heart disease and stroke. We’re looking for people to join us on our journey. If you’re looking for a new challenge where you can contribute to helping future generations live in good health for longer, then we’re keen to speak with you.
What you’ll be doing:
- Service Lifecycle: Utilise experience to collaborate with the Service Delivery Manager to ensure Service Lifecycle processes are aligned with industry best practice, whilst ensuring the mechanisms are appropriate for the Our Future Health use case.
- Incident Management: Lead and coordinate the resolution of major incidents, ensuring timely response, escalation, communication, and mitigation to minimise downtime and impact on our services.
- Change Management: Collaborate with cross-functional teams to ensure changes are implemented smoothly and without disruption to business operations, maintaining velocity with rigour.
- Problem Management: Utilise experience of best practice to drive the identification, analysis, and resolution of recurring issues to prevent future incidents and enhance system reliability.
- ISO 27001 Compliance: Work with key stakeholders to ensure our suite of Service Management processes, and their implementation, meet the highest of standards.
- Total Ownership Model: Promote and support the total ownership model, collaborating with Software Engineering teams to help them take full responsibility for the services they manage, including incident response, problem resolution, and change management within the Software Delivery Lifecycle.
- Cloud Environment: Leverage your experience with cloud environments to optimise incident, change, and problem management processes, aligning them with best practices in cloud operations.
- Continuous Improvement: Proactively identify areas for process improvement and implement solutions to enhance the efficiency and effectiveness of incident, change, and problem management.
- Documentation: Establish and maintain processes to support accurate records of incidents, changes, and problems, and produce reports to track performance and trends.
- Team Management: Work with the Head of Service Delivery & Operations to build out the Operations Management function, meeting the operational resiliency needs of Our Future Health as we continue to scale.
What You Won't Be Doing:
- Working in a siloed environment with no freedom to make decisions.
- Working in a place where you can’t see the impact your expertise makes
The environment
We’re an agile team who work in short, product focused development cycles, solving complex technology problems in collaboration with a ground-breaking team of Behavioural Scientists, Epidemiologists, Clinical Operations specialists, and Ethicists. We’ve come from start-ups, tech companies, universities, the NHS and health charities. Together we’re experienced in building and scaling big consumer products, working with different kinds of health data.
Requirements
- Minimum of 5 years experience in an Incident Management role.
- Proficiency in incident, change, and problem management processes.
- Experience working in organisations that follow the total ownership model is highly desirable.
- Experience in implementing governance processes alongside Software Delivery Lifecycles.
- Strong knowledge of cloud environments and cloud operations.
- Excellent communication and interpersonal skills to effectively coordinate and collaborate with cross-functional teams.
- Proven ability to work under pressure and manage high-stress situations during major incidents.
- Exceptional problem-solving and analytical skills.
- ITIL or other relevant certifications are a plus.
- Experience in executing processes in a highly compliant environment.
- Proven experience of line management responsibility.
Highly Advantageous But Not Essential:
- ITIL certification or other relevant certifications in incident, change, and problem management.
- Familiarity with DevOps practices and tools.
- Familiarity of process adherence within NoOps models.
- Experience specifically within Azure environments.
- Knowledge of security best practices in cloud environments.
- Previous experience in a leadership or supervisory role
Benefits
- Salary up to £80,000
- Generous company pension package with employer contributions of up to 12%.
- 30 days annual leave (plus bank holidays.)
- Continuous career development with regular appraisals and learning and development opportunities.
- A lovely new office in Holborn, Central London – we offer flexible and remote working arrangements.
Join us - let’s prevent disease together.
