About this role
This is a senior individual contributor role reporting to the Head of Service Governance, EMEA & APAC. You will provide hands-on leadership across service design, transition and continuous improvement, influencing outcomes through expertise and collaboration rather than direct people management. Working across teams, you will help create scalable, supportable and commercially viable services, contribute to strategic programmes such as service pack upgrades and SaaS transformation, and build trusted relationships across EMEA and APAC.
Service Design and SLA Governance
You will shape scalable, supportable services that meet customer, commercial and operational needs across EMEA and APAC.
Define service models, support frameworks, SLAs, OLAs and governance standards.Partner with Commercial, Sales, Product, Operations and Client teams on service design, bids, RFPs and proposals.Align contractual commitments with operational capabilities, addressing gaps and risks before launch.Influence service requirements and go-to-market plans to ensure customer commitments are supportable from day one.Service Transition and Operational Readiness
Lead the transition of new services, clients, products and major enhancements into business-as-usual support.Define readiness plans and acceptance criteria while managing risks, dependencies and operational impacts.Prepare support teams through training, knowledge transfer, documentation, monitoring and clear procedures.Secure service acceptance and a smooth operational handover.Service Governance and Improvement
Strengthen service governance, management practices and operational processes.Analyse recurring issues and customer feedback, turning insights into measurable improvements.Identify automation opportunities that improve efficiency, reduce risk and increase service maturity.Lead governance forums and service reviews, providing clear reporting, recommendations and decision support.Track service performance, readiness and improvement outcomes through meaningful dashboards.Release and Upgrade Coordination
Coordinate service upgrades, software releases and transformation initiatives across EMEA and APAC.Manage scope, timelines, dependencies, risks, security remediation and stakeholder communications.Drive release readiness, support-team preparation and operational acceptance.Keep customers and internal teams informed of changes, upgrade plans and operational impacts.Technical Knowledge
Apply knowledge of software delivery, cloud and platform operations, release governance and security vulnerability management to assess readiness and operational risk.Understand deployment approaches such as blue-green and canary releases.Knowledge of Experian Decision Analytics products is beneficial but not essential. What We're Looking For:
Bachelor's degree in computer science, engineering, information technology, business, or a related discipline.Bring at least eight years of experience in service design, transition, delivery, or governance within a SaaS, cloud, platform, managed services, or technology environment.Experience designing and governing service models, support frameworks, Service Level Agreements (SLAs), and operational service commitments.Experience leading operational readiness and service transition activities for new products, services, clients, major enhancements, or transformation programs.Experience assessing service requirements, identify operational gaps, evaluate supportability risks, and lead remediation actions before service acceptance.Stakeholder management, communication, and influencing skills, with the ability to collaborate across multiple countries, cultures, functions, and time zones.Experience working across EMEA, APAC, and global teams within a matrix organisation.Leadership capability, and influence stakeholders without direct authority.Experience with software architecture, deployment processes, infrastructure, and operational support considerations.Experience with release management practices, service management tooling, and automation initiatives.ITIL certification; Lean Six Sigma, Project Management, or other service management certifications would be advantageous.. Benefits & Perks:
Hybrid work arrangement: home and officeInclusive paid leavePeople-first and inclusive workplaceCareer growth opportunitiesExposure to diverse, global teamsExperianCares flexible benefits#LI-Hybrid
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Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here