Important High Level Summary Notes
For this role, you must be able to demonstrate:
• End-to-end ownership of enterprise platform services (not projects or products)
• Accountability for service performance (SLAs, SLOs, KPIs), stability, and lifecycle management
• Experience operating within ITSM frameworks (incident, problem, change, releaseernance)
• Ownership of serviceernance, reporting, and continuous improvement at scale
• Exposure to vendor-managed services and supplierernance
• Experience managing small-scale platform changes (config, workflow, access), not engineering delivery
If your experience does not include the above, this role will not be a match.
The Role
A unique opportunity to join Hays, a FTSE 250 recruitment leader with a global footprint, undertaking a bold technology strategy focused on modernisation, digitalisation and innovation to power progress through people and market-leading technology.
This role is responsible for the end-to-end ownership of a global data/analytics platform service domain, ensuring performance, stability,ernance, and continuous improvement.You will sit between Technology Operations, Architecture, and business stakeholders, ensuring that platform services are wellerned, aligned to enterprise standards, and delivering measurable value. This is a service ownership role, not an engineering or product position.
What You’ll Own
Service Ownership & Performance: Own service performance end-to-end, ensuring availability, reliability, and KPI/SLA achievement across the platform domain.
Platform Change Oversight: Own andern small-scale platform changes including configuration updates, workflows, and access models. Ensure changes are controlled, tested, and aligned with standards.
Vendor & Supplier Management: Manage managed service providers and ensure vendor performance,pliance, and accountability.
Cost & Demand Management: Own budget visibility, cost transparency, and consumption optimisation.
Align demand, capacity, and delivery priorities: Stakeholder & Cross-Functional Alignment Partner with Architecture, Security, PMO, and regional teams to ensure services are aligned with enterprise direction and business needs.
Reporting & Insight: Deliver executive-level reporting, service dashboards, and performance insights to drive informed decision-making.
What We’re Looking For
You will bring experience fromplex, enterprise-scale environments where platform services are globally distributed and business-critical.
Key experience includes:
• Ownership of platform or domain-level services (cloud, data, SaaS, or infrastructure platforms)
• Strong grounding in IT service management (ITIL) and operationalernance
• Experience defining and managing SLAs, SLOs, KPIs, and service performance frameworks
• Exposure to vendor-managed environments and supplierernance • Strong stakeholder management across Technology, Architecture, and business functions
• Ability to operate above delivery, influencing oues rather than executing tasks
Why This Role?
• Ownership: End-to-end accountability for a critical global platform domain
• Visibility: Regular engagement with senior stakeholders and cross-functional leaders
• Impact: Direct influence on service performance, cost, and user experience
•plexity: Operate across multiple regions, vendors, and service layers
Package
#4784700 - Sarah Reising