About this role
Salary: £61,000 - 101,000 per year
Requirements: Strong, demonstrable ITIL 4 practitioner experience, with a relevant certification such as ITIL 4 Managing Professional or a relevant practice module.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, SLIs, SLOs, error budgets, and 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 experience, 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. Responsibilities: Work with the Group Head of Technology Operations to design and stand up our technology operations operating model, including its scope, charter, interfaces with engineering teams, and ways of working as an enabling and platform-style function.Apply ITIL 4 in a light-touch, value-led way, introducing only the practices that genuinely add value.Build trust and credibility with engineering leaders by aligning to DevOps culture and team ownership, while avoiding heavyweight, ticket-driven service management.Reframe change management as change enablement using lightweight, automated, peer-reviewed changes aligned to CI/CD pipelines.Use automated testing gates, policy as code, and progressive delivery in place of manual approvals and traditional change advisory boards where appropriate.Identify, establish, baseline, and track change SLOs and KPIs using DORA metrics and SRE constructs.Use performance data to drive continual improvement of delivery flow and stability across teams, and to give leadership a comparable view of change performance group-wide.Establish proportionate, learning-oriented incident management across the Group, including clear coordination for major and cross-team incidents.Develop incident management scope to cover all technology incident events, including cyber security events, power outages, and EUC incidents.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.Introduce lightweight service management disciplines where they add value, such as service ownership, a usable service catalogue, request handling, and knowledge 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 an advocate for proportionate operations, helping the organisation mature without slowing it down. Technologies: AICI/CDDevOpsFlowIncident ManagementITILSecuritySupport More:
We help organisations navigate the future of technology by combining human expertise, emerging tech, and AI to deliver better outcomes faster. Since 2014, we have worked side by side with clients to solve complex challenges, build high-performing teams, and create lasting capability. This is a technical operations leadership role based with some travel to Edinburgh. We value high-quality work, collaborative problem-solving, clear communication, pragmatic delivery, and low-ego teamwork across multidisciplinary teams. We are committed to diversity, inclusion, and equal opportunities, and we encourage applicants to ask for any adjustments they may need during the application or interview process.
last updated 31 week of 2026