Job Description
Important High Level Summary Notes
Please read the below high-level overview carefully, and if this position is of interest please contact me directly for a chat - my details are below:Lorenz Pasch - Hays Recruitment. My mobile number and email address are available on my LinkedIn profile.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, release governance)
* Ownership of service governance, reporting, and continuous improvement at scale
* Exposure to vendor-managed services and supplier governance
* 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 RoleA 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, governance, and continuous improvement.You will sit between Technology Operations, Architecture, and business stakeholders, ensuring that platform services are well-governed, aligned to enterprise standards, and delivering measurable value. This is a service ownership role, not an engineering or product position.
What You'll OwnService Ownership & Performance: Own service performance end-to-end, ensuring availability, reliability, and KPI/SLA achievement across the platform domain.Governance & Service Lifecycle: Define and maintain governance frameworks across incidents, problems, changes, and releases. Drive service maturity and consistency globally.Platform Change Oversight: Own and govern 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, compliance, 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 ForYou will bring experience from complex, enterprise-scale environments where platform services are globally distributed and business-critical.Key experience required includes:
* Ownership of platform or domain-level services (cloud, data, SaaS, or infrastructure platforms)
* Strong grounding in IT service management (ITIL) and operational governance
* Experience defining and managing SLAs, SLOs, KPIs, and service performance frameworks
* Exposure to vendor-managed environments and supplier governance
* Strong stakeholder management across Technology, Architecture, and business functions
* Ability to operate above delivery, influencing outcomes 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
* Complexity: Operate across multiple regions, vendors, and service layers
Package
Competitive salary + bonus + benefits aligned to the scope and seniority of the role
Contact
Lorenz Pasch - Hays Recruitment. My mobile number and email address are available on my LinkedIn profile.
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