Job Description
About the Company
The Role This role leads multiple BAU operational teams across application, infrastructure, cloud, integration, data, and platform services, ensuring services meet agreed SLA/SLOs, operational standards, and regulatory expectations. The role acts as the single point of accountability for operations, while working closely with Delivery, Product, Architecture, Security, and Vendors to enable smooth transitions, controlled change, and continuous service improvement. The SRE / Operations Manager is accountable for the end‑to‑end stability, availability, and performance of all services.
Responsibilities
* Overall Accountability
* Own end‑to‑end BAU operations across multiple service areas (L1/L2/L3 as applicable).
* Be accountable for availability, reliability, performance, and recoverability of all in‑scope services.
* Act as the final escalation point for Major Incidents, service risks, and operational failures.
* Service Reliability & Operations (SRE Focus)
* Define, own, and govern SLO, service health metrics.
* Ensure proactive monitoring, alerting, and observability across the estate.
* Lead blameless post‑incident reviews, root cause analysis, and preventative actions.
* BAU Team Leadership
* Lead and manage multiple BAU teams, potentially covering:
* Application Support
* Infrastructure & Cloud Operations
* Integration & Data Operations
* Environment & Release Support
* Platform / Database / Middleware Support
* Set clear roles, responsibilities, and ownership boundaries across teams.
* Build a high‑performing, accountable ops culture with clear KPIs.
* Manage on‑call, rota, and support coverage models.
* Incident, Problem & Change Management
* Own major incident management, stakeholder communication, and service recovery.
* Ensure effective problem management with trend analysis and long‑term fixes.
* Govern change and release processes to minimise operational risk.
* Ensure smooth service transitions from delivery into BAU.
* Governance, Compliance & Risk
* Ensure services operate in line with ITIL, SRE, security, and regulatory controls.
* Own operational risk registers, audits, and compliance actions.
* Represent Operations in service reviews, governance forums, and audits.
* Manage third‑party and vendor operational performance.
* Primary ops interface for: Product Owners, Delivery Managers, Architecture & Security, Business and Senior Leadership
* Provide clear, data‑driven service reporting (availability, incidents, risks, improvements).
* Influence roadmaps to ensure operability by design.
Required Skills
* Strong experience leading SRE, Ops, or Service Management teams in complex environments.
* Proven accountability for 24x7 BAU services at scale.
Deep understanding of:
* Incident & problem management
* Monitoring & observability
Change & release control
* Experience working across cloud, applications, data, and integrations.
* Strong stakeholder and escalation management skills.
Preferred Skills
* Background in Site Reliability Engineering or DevOps‑led operations.
* Knowledge of ITIL, SRE principles, Azure/AWS, CI/CD, Infrastructure as Code.
* Vendor and managed service leadership experience.