We’re a mission-driven, remote-first team of 60+ people with a passion for improving the passenger experience of millions of travellers. We are interested in talented, curious people that share our mission and love data as much as we do.
Every day Ito supports millions of passengers around the world as they journey by public transport. Public transit networks are the backbone of zero emission, low congestion mobility. Our world-class intelligent data services and analytics transform transit networks and improve passenger experiences. Our clients include Google, Apple, Microsoft and public sector organisations such as the Department of Transport and Transport for West Midlands.
The role – Data and Digital Operations Lead
As Data and Digital Operations Lead, you will focus on helping our customers achieve their goals and ensure a brilliant level of service from Ito.
Local Authorities and Transport Operators, Journey Planners, such as Apple and Google, and Central Government (DfT)
This role will have overall responsibility for all data operations across these three teams (10-15 FTEs) and ITIL-aligned digital operations 2-4 FTEs (dependent on growth) with a total of 3-5 direct reports
Lead all areas of global customer operations and support services (predominantly monitoring, incident, problem, and change management) ensuring we meet our contractual obligations and deliver on our customers’ expectations, aligned with the ITIL 4 framework
Take ownership of all tracking and reporting for customers based on contract performance, customers’ objectives, SLAs, and KPIs. In addition, refresh our CSAT and NPS monitoring
Serve as the key escalation point for high-level and complex support issues, demonstrating sound judgement in problem-solving and decision-making and data and technology expertise
Build our automation capability and leverage AI to help improve the quality and speed of responses, increasing operational efficiency over time and reducing the overall cost-to-serve
Define operating processes, documentation and best practice - develop and direct best practices across the team that foster agility, innovation, productivity and quality of output.
Ensure the team has appropriate technical competencies, skills, and behaviours and develop the team to support future growth and realisation of our technology and product roadmaps, and territory expansion, including taking ownership of the team’s training, learning, and upskilling (in collaboration with our Head of People Operations)
Technical ability – you understand modern, cloud-native technology platforms, complex data pipelines, and have hands-on experience in automation, preferably in engineering and testing
Cultural Alignment - you’ll have a passion for people and care deeply about our data operations culture and the team’s wellbeing and development.
Experience managing teams, ideally aligned to ITIL 4 service management function
ITIL certified (preferably ITIL 4, although we can sponsor that training on the job if required)
Experience working with complex data platforms, preferably in transit
Hands-on experience working with software (either through technical incident resolution or in build/test)
Experience automating manual operational tasks
Exposure to (and some use of) AI, predominantly LLMs
Experience delivering project-based work and BAU service operations
Python (beginner)
SQL (intermediate)
Exposure to LLMs and AI
Microsoft Suite
Exposure to cloud-native platforms, preferably AWS
Competitive salary
~25 days’ holiday + 1 ‘Value you’ day
~ Remote-first environment
~ Private health insurance
~ Life assurance – 3 x salary
~ Employer pension contribution (enhanced after 2 years’ service)
~ Wellbeing and Employer Assistance programme
~ Option to swap up to 5 UK bank holidays to celebrate a festival of your choice
~ Enhanced parental leave
~1 day off to celebrate your child’s first birthday
~ Summer Fridays early finish
Equity, diversity, and inclusion at Ito
We strongly encourage applications from underrepresented groups and are committed to equality and inclusivity in our hiring processes and company culture.
*Research from Harvard Business Review suggests that women and people from under-represented groups are less likely to apply for a role if they don’t meet 100% of the requirements. By submitting this application, you agree to Ito retaining your personal data on a "legitimate interest" basis.