Description:
The Delivery & Engineering Operations Lead is responsible for the operational leadership and support of applications across IT Delivery & Software Engineer group including order, asset and workforce management platforms. The role is accountable for managing the daily operations of the applications through ITIL and ITSM practices with a focus on continuous improvement. You will be coordinating a blended software engineering team that are made up of internal, contractor and vendor resources ensuring service levels are met and positive customer outcomes are achieved.
Key Responsibilities
- Manage the daily operations (request, incident, change, problem), prioritisation, and work allocation of an operational focused blended software engineering team
- Define and implement operational processes of logging, prioritising, and resolving incidents and service requests to meet service levelsDefine and maintain service level agreements (SLAs) to measure against availability, reliability and quality of the platforms
- Develop principles, standards, templates, and processes to support the platforms such as release management, controls, knowledge management and maintenance plans
- Generate regular dashboards to monitor operational health and service levels while also identifying trends and opportunities for improvement
- Ensure continuous improvement and problem management is at the forefront of the engineering teams
About You
- Demonstrated experience in leading an operations team in a geo-diverse enterprise
- Industry Certified in ITIL and demonstrated skills in IT Service Management
- Customer focused with experience leading and promoting a culture that fosters collaboration and communication within the team and key internal / external stakeholders.
- Experience using or configuring ServiceNow or similar ITSM platforms.
- Capable of creating and maintaining operational procedures and service level metrics.
- Experience in the Information Technology domain with strong technical and management skills across database and integration technologies such as Oracle.
- Experience in cloud platforms and services including Oracle Cloud and AWS