• Own the operational delivery of data platform and reporting support services.
• Act as the primary escalation point for complex data, reporting and analytics issues.
• Ensure incidents and service requests are managed effectively within agreed SLAs.
• Oversee user access management and first-line support processes.
• Drive root-cause analysis and problem management to reduce recurring issues.
• Ensure business users have access to appropriate training, documentation and self-service resources.
• Maintain visibility of critical reports, dashboards, data feeds and associated business dependencies.

Third-Party & Supplier Management

• Act as the primary point of contact for external managed service providers and support partners.
• Oversee ticket management, escalation processes and service delivery performance.
• Lead regular service reviews and monitor supplier performance against agreed SLAs and KPIs.
• Challenge service issues, identify improvement opportunities and ensure accountability for delivery.
• Support contract reviews, service scope discussions and supplier governance.
• Ensure appropriate resilience, documentation and knowledge transfer arrangements are maintained.

Continuous Improvement & Automation

• Drive the implementation of monitoring, alerting and proactive support capabilities across the data estate.
• Identify opportunities to automate repetitive support activities and manual processes.
• Partner with Data Engineering and Analytics teams to prioritise and deliver improvements.
• Establish robust processes for managing change requests, enhancements and minor platform updates.
• Leverage AI-enabled tools to improve troubleshooting, knowledge management and service efficiency.

Governance & Operational Excellence

• Track and report on service performance metrics including ticket volumes, SLA compliance, resolution times and customer satisfaction.
• Maintain accurate records of incidents, known issues, workarounds and improvement initiatives.
• Ensure compliance with information security, data governance and data protection requirements.
• Support resource planning, budgeting and forecasting activities.
• Provide regular operational reporting and recommendations to senior stakeholders.

Skills & Experience Required

• Proven experience managing a Data Support, Application Support, BI Support or Data Operations function.
• Strong experience managing third-party support providers against SLAs and KPIs.
• Good understanding of ITIL or comparable service management frameworks, including Incident, Problem and Change Management.
• Previous people management experience, including coaching, performance management and team development.
• Understanding of modern data platforms, data warehousing and reporting ecosystems.
• Experience supporting BI and analytics platforms such as Power BI, Tableau or Qlik.
• Ability to investigate issues, coordinate technical teams and drive resolution through to completion.
• Strong stakeholder management skills, with the ability to communicate effectively with technical and non-technical audiences.
• Strong organisational, planning and prioritisation skills.
• Excellent written and verbal communication skills, including reporting, governance and meeting facilitation.
• Experience with modern cloud data technologies such as Snowflake, dbt, Prefect or similar would be advantageous.
• Experience implementing automation or AI-enabled support processes would be desirable.
• Knowledge of data governance, data quality and information security frameworks would be beneficial.
• Familiarity with service reporting, budgeting and supplier contract management would be advantageous.

If this opportunity is of interest, please apply with your CV. We will be in touch if your application is successful.

Main point of contact: Kristiyana Raycheva - kristiyana.raycheva@stantonhouse.com