Job Req ID: 59369
Posting Date: 15/06/2026
Function: Digital
Location: Ipswich
Salary: Competitive + great benefits
About the role
This role is responsible for ensuring the stability, reliability, performance, and governance of OR platforms across CRM, Workflow, Network, and Field Operations.
It combines Site Reliability Engineering (SRE) leadership with operational governance, driving automation, observability and best practices to improve service reliability and operational efficiency. The role acts as a senior point of contact for operational performance, risk, compliance and service health, while partnering with platform teams to deliver resilient, secure and scalable systems. Success requires strong technical expertise, stakeholder management and the ability to foster an engineering‑led culture focused on continuous improvement and business outcomes.
This role may require UK travel, including occasional visits to client sites or other offices (around 3–4 times per quarter), as well as providing out‑of‑hours support during critical releases and incident situations.
What you’ll be doing
- Own the operational reliability, availability and performance of OR platforms across CRM, Workflow, IIP and Field Operations.
- Drive the adoption of Site Reliability Engineering (SRE) practices, including automation, observability, incident management and continuous improvement.
- Monitor service health, identify reliability risks and lead initiatives to improve system resilience and operational efficiency.
- Lead major incident and problem management activities, ensuring root causes are identified and permanently addressed.
- Establish and govern operational standards, service level objectives (SLOs) and best practices across platforms.
- Coordinate proactive patching, vulnerability remediation and compliance with security, privacy, regulatory and IT General Control (ITGC) requirements.
- Partner with engineering, platform and business teams to balance service reliability, operational risk and delivery priorities.
- Provide operational performance reporting and insights to senior stakeholders, translating technical issues into business impact.
- Drive automation and tooling initiatives that reduce manual effort and improve operational effectiveness.
- Coach and mentor teams on SRE principles, fostering a culture of reliability, accountability and engineering excellence.
Essential Skills / Experience
- Strong experience in Site Reliability Engineering (SRE), Production Operations or Platform Engineering.
- Deep understanding of system reliability, availability, performance management and resilience engineering.
- Understanding of ITSM.
- Experience implementing observability solutions (monitoring, logging, tracing, alerting).
- Proven ability to drive automation and self‑healing capabilities to reduce operational toil.
- Experience with incident, problem, change and release management processes.
- Strong stakeholder management skills, confidently engaging senior business and technology leaders, translating complex technical issues into clear business priorities and managing competing demands with effective communication and governance (including executive reporting).
Desirable Skills / Experience
- ITSM Certifications
- Experience with Dynatrace, ServiceNow, Github or any similar platforms/tools.
- Knowledge of cloud, infrastructure, networking, databases and application architectures.
- Proven ability to drive operational excellence by establishing best practices, improving service reliability and SLA/SLO performance, leading incident resolution and coordinating risk, patching and compliance activities across complex platforms.
- Strong understanding of governance, risk and compliance, balancing security and regulatory requirements with business agility, and experienced in managing audits, compliance reviews and risk mitigation initiatives.
- Strong leadership and influencing skills, building an engineering‑led operations culture, coaching teams to embed SRE practices and driving organisational change across matrixed environments.
- Strategic mindset with a focus on long‑term reliability improvements, leveraging data‑driven insights to define roadmaps, enhance operational maturity and deliver measurable business outcomes through technology.
Our Package
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing and everyday life.
Your core benefits include:
- 10% on target annual bonus
- Access to an online private GP 24/7 for you and your immediate family
- Market leading paid carers leave with up to 2 weeks off
- Equalised maternity, paternity and adoption leave – 18 weeks full pay and 8 weeks half pay
- Discounted EE and BT products, including mobile and broadband
- Market leading pension scheme – 5% from you and 10% from us
- Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
