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As an operations manager, you will lead the operational support function for a large portfolio of Royal Navy applications. You will ensure that services are delivered consistently, reliably, and securely, following ITIL best practice across incident, problem, change, release, and service-level management. You will work closely with delivery teams, engineering teams, MOD stakeholders, and third‑party suppliers to maintain high service availability and ensure Navy users receive dependable, mission‑critical support. This role requires deep operational leadership in complex defence environments, strong stakeholder management, and a proactive approach to service assurance.
Key Responsibilities
Service Operations & Support
* Own day‑to‑day operational management of a large portfolio of Navy digital services.
* Lead and develop ITIL‑aligned processes including incident, problem, change, and release management.
* Drive proactive service assurance, monitoring and continuous improvement of operational performance.
* Ensure timely resolution of issues affecting service availability, security, or performance.
Stakeholder & Cross-Team Collaboration
* Work closely with Royal Navy (DNA) stakeholders to align operational services with evolving operational needs.
* Collaborate with engineering, delivery, and PMO teams to ensure smooth transition from delivery into live operations, mirroring cross‑team cohesion emphasised in leadership roles at Digi2al.
* Engage and manage external suppliers where required to ensure delivery of contracted service levels.
Governance & Compliance
* Maintain governance frameworks that ensure secure, reliable support for MOD‑hosted systems.
* Ensure all operational processes comply with MOD standards, cyber‑security policies, and accreditation requirements.
* Produce regular service reporting, performance insights, and risk assessments for senior stakeholders.
Continuous Improvement
* Identify opportunities to optimise operational processes, SLAs, and tooling.
* Work with delivery teams to embed service‑readiness considerations into new features or applications.
* Foster a culture of operational excellence, learning, and incremental improvement in line with Digi2al's modern delivery ethos.
Top 3 requirements for this role
1. Strong background in IT Operations, Service Management, or Application Support within complex digital environments.
2. Demonstrable experience applying ITIL best practices across multiple services or applications.
3. Experience supporting large portfolios of live applications, ideally in defence, government, or similarly regulated environments.
Experience and Skills
Must haves
* Excellent communication, stakeholder engagement, and supplier‑management skills.
* Ability to work across multidisciplinary teams and maintain operational stability in high‑stakes environments.
Nice to haves
* Experiences of working in Defence environments.
* Understanding of cloud‑native services, modern DevOps ways of working, and secure‑by‑design principles.
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