Head of Operational Excellence
Licensed sponsor Peterborough Contract Posted 5 hours ago
Job Title: Head of Operational Excellence
Location: London/Peterborough (Hybrid)
Contract: Permanent, Full Time
We're seeking an experienced Head of Operational Excellence to lead the evolution of service management, support operations and reliability practices across BTS. This role will play a critical part in ensuring our technology services are resilient, scalable and focused on delivering an outstanding user experience. You'll drive modern operational practices and help shape a culture of continuous improvement across the organisation.
What You'll Be Doing
- Define and deliver the Operational Excellence strategy across BTS.
- Lead service management, support operations and reliability engineering capabilities.
- Modernise support services through automation, self-service and AI-enabled solutions.
- Transform the User Support Centre to improve service quality and user experience.
- Establish and lead Command Centre and major incident management capabilities.
- Drive operational readiness, resilience and service reliability improvements.
- Lead post-incident reviews and continuous improvement initiatives.
- Develop high-performing teams and strategic service partnerships.
What You'll Bring
- Significant experience leading service management and operational teams in large global organisations.
- Expertise in ITSM, operational governance and service lifecycle management.
- Experience modernising service desk functions through automation, AI and self-service capabilities.
- Knowledge of Site Reliability Engineering (SRE) and reliability-focused operating models.
- Strong stakeholder engagement and influencing skills.
- Experience driving operational transformation and cultural change.
- A passion for service excellence, simplification, automation and continuous improvement.
Location
Hybrid, a mix of office and homeworking with regular presence in our Peterborough and London locations.
