The Client Technology team own the technology roadmap that supports the Willis Client journey. The team has several inter-related delivery and operations workstreams across client portal capabilities and client records management.
Within this globally distributed team this role will be lead the operational excellence of our Azure-based production platform. This is a key role responsible for ensuring service reliability, secure-by-design practices, and continuous improvement across our DevOps and service management functions. Reporting to the Head of Client Technology within CRB Business Technology you will work closely with cross-functional teams in an Agile environment to accept into production scalable, secure, and high-performing services.
We are seeking a detailed oriented, process minded experienced Platform Operations Manager to lead our service management and DevOps practices to strengthen our production acceptance, proactively monitor and fix, improve customer satisfaction and to drive continuous improvement across our platform operations.
The Role
Service Management & Reliability
1. Own the cost, health and performance of the production environment
2. Lead incident response, root cause analysis, and postmortem processes
3. Monitor SLAs, SLOs, and KPIs for platform services
DevOps & Release Management
4. Oversee CI/CD pipelines and ensure smooth and secure build acceptance into production
5. Collaborate with engineering teams to improve deployment processes
6. Champion automation and infrastructure-as-code practices
7. Partner with security teams to ensure compliance, threat modelling, and secure deployments
8. Drive adoption of secure coding, scanning, and monitoring tools across the platform
Continuous Improvement
9. Identify and implement improvements in operational workflows
10. Drive initiatives to reduce toil and improve system resilience
11. Foster a culture of learning and operational excellence
Reporting & Communication
12. Produce regular reports on KPIs, platform performance, incidents, and improvements
13. Communicate effectively with stakeholders across engineering, product, and leadership
14. Maintain clear documentation of operational procedures and standards
Team Leadership
15. Manage and mentor a cross functional team
16. Support career development and performance management
17. Promote collaboration and knowledge sharing across teams