About this role
Role Description
The Business Tooling and Operations Manager has primary responsibility for the support, improvement, and development of business management tools, including BlueOptima, across the Global Technology and Innovation (T\&I) organisation. The role also holds responsibility for the Technology Business Operations (TBO) team, providing leadership for teams accountable for Reporting & Insights and Programme Management Office (PMO) support for T\&I.
The role is accountable for the end-to-end management of critical business tools, ensuring delivery against strategic initiatives and major changes aligned to the Technology Business Management operating model. This includes understanding major strategic programmes, associated delivery methodologies, and how Technology Operations must adapt to support evolving business needs.
Success in the role is enabled through strong partnerships with business units and shared functions to understand business strategy, investment pipelines, and how these translate into tooling demand. The role leads business case development to assess cost-to-serve impacts, propose optimal tooling solutions, and source resources appropriately from across Experian.
The role also leads productivity improvements, supports agile ways of working, identifies delivery gaps early, and implements mitigation actions to ensure business commitments are met.
Key Responsibilities & Activities
Lead a team to deliver service support and maintenance, ensuring business tooling commitments to global and regional customers are met as a minimumDeliver and manage 12‑month roadmap views for Technology Business Operations stakeholders, regional stakeholders, and financial approvers to enable cost planning for major changesOwn and deliver a Continual Improvement Plan, driving maturity and operational enhancements aligned to defined improvement outcomesEnsure effective licence management, including:Forecasting demand from global and regional stakeholdersReporting against actual utilisationImplementing and managing processes to disable users based on adoption and usageRecognise TSSI and regional requirements in major changes, assess impacts appropriately, and engage relevant teams using the correct change methodologyDevelop and maintain strong, influential stakeholder relationships across business functions to understand the change landscapeChallenge effectively and with credibility across all stakeholder levelsMaintain a strong understanding of business strategy to support short-, medium-, and long‑term development initiatives and programmesBuild business cases and engage executive stakeholders for approvalWork with Technology Business Operations partners to track demand and flex capacity using appropriate skillsetsDevelop new approaches to reporting and MI, improve delivery processes, and explore new tools and ways of working to enhance the Business Management Tooling frameworkEnsure accurate demand forecasting and capacity management, supported by an effective sourcing modelManage risks, issues, and ensure audit‑readiness of Business ToolingSuccess Metrics
100% of change activity documented and implemented successfully100% of continual improvement activities delivered on time with forecasted benefits achieved100% of roadmap items documented for prioritisation and approval, including cost and benefit trackingLeadership Responsibilities
Act as a role model for high ethical values and integrity, promoting a customer‑focused, innovative, compliant, and performance‑driven cultureDeliver performance through effective people management, including:Clear objectivesDevelopment plansRegular, constructive feedbackActive recognition of high performanceDrive positive employee engagement through two‑way communication, high visibility, responsiveness to feedback, and protection of employee wellbeingDevelop and implement talent management, succession, and reward plans aligned with wider organisational strategiesDemonstrate executive leadership during periods of organisational change, growth, and transformationGovernance & Control
Proactively identify risks and issues, ensuring timely mitigation and remediationEnsure compliance with governance, risk, compliance, and control frameworks, operating within agreed risk appetiteMaintain appropriate information security, resilience, business continuity, and disaster recovery arrangements in line with established standardsTypical Skills
Strong business acumen, strategic thinking, and operational mindsetProven ability to embed a culture of continuous improvement aligned with business goalsAdvanced communication, interpersonal, negotiation, and presentation skillsCredibility to influence senior stakeholders across functional boundariesExcellent knowledge of business management principlesStrong organisation and time management capabilitiesAbility to establish trusted, collaborative partnerships with peers and executivesConfidence to challenge constructively and crediblyStrong written communication and executive‑level presentation skillsAbility to analyse qualitative and quantitative data and translate insights into actionable recommendationsCapability to operate effectively at both strategic and operational levelsGood knowledge of agile development practicesTypical Experience
Experience leading and building high‑performing teamsExcellent problem‑solving and critical‑thinking skillsExperience building and presenting complex demand and resource management informationProven track record delivering high‑quality outcomes and delighting customersDemonstrated success implementing continuous improvement initiatives from issue identification through resolutionAdvanced communication and influencing skills with senior stakeholdersStrong business management expertiseWell‑developed personal organisation and time management skills
Experience in leading and building high‑performing teams
Excellent problem‑solving and critical thinking ability
Strong credibility to influence and communicate effectively with senior stakeholders across functional lines
Proven ability to implement a culture of continuous improvement, ensuring clear identification of issues through to resolution in line with business goals
Proven results with a strong focus on quality delivery and customer delight, consistently holding self to high standards
Experience in building and presenting complex demand and resource management information
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