Description
The Associate Director, Service Ops Lead - Corporate, Legal and WREF is responsible for ensuring the stable, compliant, and reliable operation of core systems and platforms within the Corporate, Legal & Compliance and WREF Digital & Tech domain.
This role oversees day-to-day platform operations and ensures that processes are followed, risks are managed, and changes are delivered safely. It maintains the operational performance of multiple platforms, ensuring they meet agreed service levels and adhere to security and compliance expectations.
The role provides leadership across operational teams, acts as the primary escalation point for platform issues, and partners with Product/Platform Owners, architects, engineering teams, and IT service functions to maintain platform stability and drive continuous improvement.
Key Responsibilities:
- Provide operational leadership across core platforms, ensuring system stability, availability, and adherence to service levels.
- Govern incident, problem, change, configuration, and release processes for domain platforms.
- Define and maintain service readiness and runbook quality standards.
- Create and oversee service plans for new and enhanced products.
- Monitor platform performance, proactively identifying risks, trends, and recurring issues.
- Coordinate with Platform Owners, engineering teams, solution architects, and service teams to ensure changes, integrations, upgrades, and releases are deployed safely.
- Lead operational readiness assessments.
- Own operational dashboards, KPIs, and reporting for the platforms.
- Oversee root cause analysis for major incidents.
- Maintain and continuously improve operational documentation.
- Manage relationships with third-party vendors and managed service providers.
Required Skills & Qualification:
- Bachelor's or Master's degree in a relevant field.
- 15 to 19 years of experience in platform operations.
- Industry certifications highly desirable (e.g., ITIL, Agile/Scrum, Service Management, DevOps Foundations).
- Platform operations, service management, ITSM processes, cloud technologies, and core enterprise system administration.
- Understanding of system integration, monitoring, and operational control frameworks.
Preferred Skills:
- Strong analytical and problem-solving capability.
- Excellent communication and stakeholder management skills.
- Strong understanding of security, compliance, and operational risk controls.
- Ability to lead cross-functional teams, influence without direct authority, and promote operational discipline.
- Effective organisational skills, able to balance multiple priorities and manage time-sensitive escalations.