Company Description The British Airways (BA) IT Operations team is part of BA Digital within the International Airlines Group (IAG), one of the world's leading airline groups and owner of some of the biggest brands in the sky. Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our colleagues, accelerate business performance, increase shareholder value, and protect our business through the innovative and agile use of technology and data. To harness our full potential across our customer, operational and colleague journeys, as well as our enabling domains, platforms and programmes, we are changing our ways of working and transitioning into a product-led organisation at scale. Together, we are building a better BA. As an Operations Analyst, you will be responsible for optimising processes, analysing data, and implementing improvements to ensure the efficient and effective delivery of service. Purpose of the role Supporting delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Request), the IT Risk Framework and service continuity. Providing service restoration for all incidents and degradations in service, focus on compliance with SLAs. Carrying out the activities and operational procedures required to trap and resolve any event, ensuring timely and effective communications to all relevant stakeholders through established channels. Executing operational command and control through compliance and focus on reduced incidents and fast recovery of services. Accountabilities Working in partnership with BA Digital and the business to: Ensure the service delivery remains aligned to business needs as outlined in the business requirements for the short and long term. Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements. Execute strategy to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement Track and report on all services being delivered and align with the Service Management team to assess supplier performance. Support in ensuring all services have the robust support model to be able to provide the business requirement. This role may require some travel and working from multiple sites/locations within UK and internationally. You must be willing and able to travel to participate in meetings, workshops and other related activities. Qualifications Educated to degree level or equivalent experience ITIL Qualification Skills Understanding of service value for customers and driving continuous service improvements. Supports change management to help shape the future direction of BA Digital and the wider organisation. Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation. Demonstrates and applies a understanding of third-party supplier management principles. Strong communication skills with a capacity to present, discuss and disseminate important messages to an executive audience Facility to judge complex situations and assess when to escalate issues Strong data analytical skills using tools such as Excel etc. Fluent written and spoken English Experience Experience of supporting a global 24x7 service offering Experience of executing critical IT services in an operational environment Evidence of working comfortably across all business functions at every level from individual contributor to C-Level executives, deploying strong analytical and problem-solving skills. Proven track record of being professionally persistent, patient, respectful, honest, and strong under pressure, especially during occasional adversarial conversations. Proven experience of dealing with diverse supplier framework Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers. Experience of operating across multiple countries and cultures is desirable, but not essential. Additional Information