Workplace: London, White City - expectation is 1-2 days in the office.
The team
The Core Engineering and Operations Manager is a driving force behind the evolution of the Enterprise Platform, ensuring the platform and processes advance in line with business requirements.
This senior role has accountability for the run function of the department, including:
1. Incident
2. Demand
3. Service Request
As well as responsibility for:
* Continuous Improvement
The engineers work within an SRE environment but are governed through ITIL. It is for the Core Engineering and Operations Manager to bridge this gap, which will involve reporting and continuously improving processes.
Whilst this is a fully non-technical role, a familiarity with the technology stack will help the role holder to guide the engineering team, by determining priorities, etc. The core technology stack used by the team includes:
* AWS Infrastructure as a Service (IaaS) for Enterprise
* Azure Infrastructure as a Service (IaaS) for Enterprise
* GCP Infrastructure as a Service (IaaS)
* Windows Server workloads
* Windows VDI
* SQL workloads
* Linux workloads
* Commvault
* Jira
* LogicMonitor
* Puppet
* PowerShell
The role-holder is responsible for the day-to-day management of vendors, attending MSRs, managing contract renewals.
The role-holder will also provide line management of the core engineering squad, a small team of highly skilled site reliability engineers, and the management of the non-technical operations team.
In addition, the role involves managing the backlog of continuous improvement, scheduling this work alongside incident, demand, and service requests.
Main responsibilities
* Provide line management to the Core Engineering Squad and operations team within Enterprise platforms; foster a kind, collaborative culture where individuals are valued and their skills recognized.
* Provide non-technical coaching and guidance to support team career development.
* Manage operational rotas, vendor relationships, contracts, and renewals.
* Define and prioritize continuous improvement backlog and epics.
* Participate in demand prioritization forums and schedule new demand.
* Manage suggestions from the Principal Engineer and escalate non-standard demand as needed.
* Collaborate with Product, Engineering, and Delivery teams on the product roadmap and operational planning.
* Handle operational escalations, compliance, lifecycle, and license management.
* Lead Core Engineering meetings, bridge SRE and ITIL practices, and drive process improvements.
* Prioritize urgent work, manage costs and forecasts, and coordinate with other technology teams.
* Lead demand discovery, manage application relationships, and organize team events and meetings.
Skills you’ll need (minimum criteria)
* Extensive experience in line management roles, preferably as an Operations or SRE manager.
* Proven ability to manage multiple projects within time and budget constraints.
* Strong stakeholder management skills and experience working with cloud-based teams.
* Deep knowledge of SRE and ITIL frameworks.
* Understanding of creative leadership, agile methodologies, and vendor management.
* Non-technical understanding of relevant technologies and contributing to roadmaps.
* Knowledge of lifecycle, demand, audit, compliance, and license management, and FinOps.
Other things we’re looking for (key criteria)
* Leadership that is empathetic, clear, and empowering, with a focus on team and customer feedback.
* Track record of delivering projects using agile and waterfall approaches, across technical and business teams.
* Exceptional organization, attention to detail, and ability to handle multiple issues.
* Passion for emerging Cloud and Automation technologies.
* Effective stakeholder engagement and communication skills.
* Adaptability to fast-paced environments and flexible working hours.
* Ability to balance technical and business considerations, with a proactive approach to improvements.
* Culture of transparency, knowledge sharing, and collective problem-solving.
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