Make incident management fit for purpose:

• Establish proportionate, learning oriented incident management across the Group that respects team level ownership of run and fix, while providing clear coordination for major and cross team incidents.
• Build on existing Incident Management process developed for Engineering and develop the scope of processes to include all other technology incident events (for example cyber security events, power outages, EUC incidents etc.)
• Define severity levels, escalation paths, communications, and on call expectations consistent with SRE practice.
• Embed blameless post incident reviews, and track time to restore, recurrence, and follow up actions so that learning is captured and acted on rather than apportioning blame.

Provide light touch service management:

• Introduce proportionate service management disciplines where they add value, such as clarity of service ownership, a usable service catalogue, sensible request handling, and knowledge management.
• Keep these deliberately lightweight and continually challenge whether each practice is earning its place.

Reporting, leadership, and stakeholder management:

• Provide dashboards and KPIs that give leadership clear visibility of operational health, change performance, incident trends, and vendor performance.
• Work across Group brands and markets, building relationships with engineering, product, security, and commercial stakeholders.
• Act as a thoughtful advocate for proportionate operations, helping the organisation mature without slowing it down.

Essential skills and experience

• Strong, demonstrable ITIL 4 practitioner experience, with a relevant certification (for example ITIL 4 Managing Professional or relevant practice modules), and a clear track record of applying ITIL pragmatically rather than dogmatically.
• Hands on experience modernising change and incident practices within a CI/CD, DevOps, or SRE environment.
• Practical familiarity with DORA metrics, with SLIs, SLOs, and error budgets, and with observability concepts and tooling.
• Experience building or centralising IT vendor and supplier management, including contracts, SLAs, performance reviews, and supplier risk.
• Experience standing up, or significantly reshaping, a technology operations or service operations function.
• Strong stakeholder management, ideally within a multi entity or multi market group.
• A pragmatic, value led mindset, with a genuine appreciation of engineering team autonomy and the “build it, run it, fix it” model.
• Awareness of Team Topologies and platform engineering thinking.

Equal Opportunities Statement

Diversity and inclusion are hugely important to us, and we’re committed to providing equal opportunities for all. We’re actively recruiting for a diverse and inclusive workforce so want to ensure we do everything we can to support your application.

We want you to feel safe and empowered to let us know if you need any adjustments to be made to your application or interview process, so please speak to our recruitment team.