Owning the live service design across the production systems including agreements on support levels, SLAs, escalation paths, classification of services and out of hours arrangements.
Managing relationships between service desk and live service teams across our partners and suppliers as well as our internal teams.
Working with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging, alerting and retrospectives for continuous improvement.
Developing and monitoring appropriate service delivery metrics, dashboards, and other reports, ensuring that teams and suppliers have systems monitoring tools in place.
Owning the technology aspects of the business continuity management / disaster recovery and incident response plans, ensuring roles are clear and activities are regularly tested.
Leading on the process and organisation for incident response, allocation of roles and management of rotas across our development and operations teams.
Maintaining compliance with relevant certifications such as ISO27001 with all required documentation of policies, processes, tests and updates.
ITIL, agile and devops knowledge, including experience of incident management, problem management, and change/release management
Track-record of developing and delivering service improvements.
Experience of service management & application production support.
Experience across knowledge management, communication and workflow tools, such as Jira Service Desk or similar.
Experience working with shared responsibilities across internal software engineering and operations teams with production systems running in a public cloud as well as external suppliers of various kinds, including software-as-a-service or connected through APIs.
Experience with production systems running in at least one of AWS, Azure, GCP, for both B2C and B2B services.
Ability to work with software teams practicing continuous delivery, using infrastructure-as-code and working with modern DevOps techniques.
Experience working in an organisation with security certifications such as ISO27001 and CyberEssentials Plus.
Knowledge of setting up processes and systems for the first time in a growing organisation.