Responsibilities:
Delivery and Planning
1. Drive continuous improvement by leading the planning and project management of initiatives - primarily focused on monitoring and observability, while also supporting other operational projects as needed
2. Collaborate with TechOps service domains, application teams, and other business stakeholders to understand and translate business needs into actionable requirements for monitoring, logging, and Digital Employee Experience toolsets.
3. Host day-to-day meetings across the team (planning meetings, stand-ups, backlog reviews, status updates, retrospectives).
4. Manage the creation, review, and approval of project documentation (charters, user stories, designs, plans, communications, release notes, testing).
5. Administer all work within project management tools (currently and ServiceNow) and share best practices to improve delivery.
6. Manage risks, assumptions, issues, and dependencies across the team.
7. Take ownership of issues and work with the right people to resolve them.
8. Facilitate commercial activities (, creating SoWs, change requests).
Stakeholder & Communications Management
9. Communicate effectively to different audiences (immediate team, senior leaders, end users).
10. Collaborate with IT and Business stakeholders to plan activities, changes, and deployments.
11. Represent project status in forums inside and outside of TechOps.
12. Manage requests or escalations related to your projects.
13. Create dashboards, timelines, gantt views, and roadmaps for different stakeholders.
Service Delivery Management
14. Govern external partners to ensure they deliver expected services.
15. Report on partner performance (KPIs, SLAs).
16. Manage escalations with external partners, working with the Vendor Management Office (VMO).
17. Ensure adherence to IT Service Management processes.
Team Management
18. Manage team resourcing and capacity.
19. Share best practices for Agile ways of working.
20. Ensure security, privacy, and quality practices are embedded in everything we do.
21. Continuously improve ways of working and look for opportunities to simplify.
What You Need to Succeed (minimum qualifications):
22. Education: Bachelor’s Degree or equivalent level of experience.
23. Minimum 5 years in project management, service delivery, or IT operations with focus on monitoring, observability, or similar operational services.
24. Experience leading operational improvement projects using project management or scrum master methodologies.
25. Strong communication, facilitation, analytical, and problem-solving skills.
26. Strong organization skills with proven ability to manage complex projects.
27. Ability to influence across all levels of IT and with third parties.
What Will Give You a Competitive Edge (preferred qualifications):
28. Hands-on experience with monitoring and observability tools (, SolarWinds, ThousandEyes, Nexthink, Cribl, Azure Monitor, Grafana).
29. Knowledge of metrics, logs, and tracing frameworks.
30. Experience implementing proactive alerting and automated remediation.
31. Experience in ITIL, Agile, and Waterfall methodologies
32. Strong digital skills with experience using modern project management tools (, ServiceNow,, Jira).
33. Hands-on experience with the integration of monitoring tools into ServiceNow ITOM for event management and service mapping.
34. A strong appreciation for reference architecture and the ability to contribute to design discussions.
Additional Information:
35. Travel:0-10%
36. Location: Hook, UK - Hybrid Work Environment