Head of Delivery Excellence – Platform Operations and Service Assurance

Overview

As Head of Platform Operations & Service Assurance, you will drive the health, reliability, and supportability of the customer platform. You will transform the function from reactive support to a proactive, mature service organisation, reducing customer impact through early issue detection. You’ll enable engineering teams to innovate while ensuring governance and risk management. This is a chance to shape platform performance at a global software and services leader embracing AI-enabled operations.

Responsibilities

• Own platform reliability, availability and service performance across production environments
• Lead major incident management, service restoration and escalation activities
• Drive monitoring, observability and alerting strategies using tools such as Dynatrace and Davis AI
• Lead problem management and continuous service improvement activities
• Develop operational capability across AWS, databases, Java services, infrastructure and service management
• Partner with internal teams, customers and third-party vendors to ensure service excellence, compliance and risk management
• Lead Service Desk, Monitoring Analysts, Incident Management and Production Support functions

Key requirements

• Proven experience in platform operations, service assurance, systems operations and reliability management
• Experience leading major incident response and operational support teams
• Knowledge of monitoring and observability platforms, including Dynatrace
• Strong stakeholder management, leadership and coaching skills
• Understanding of AWS operations, databases, infrastructure services, networking fundamentals and enterprise applications
• Experience managing service governance, audits, business continuity and disaster recovery initiatives

• stakeholder management
• leadership and coaching
• collaboration across cross-functional teams
• Dynatrace
• Davis AI
• AWS operations

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