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Randstad Digital is partnering with our client to recruit an Operations Lead for their Corporate Services division. This is a Group 3 Technical Leader position responsible for the governance of service management practices and ensuring the high availability of all IT systems. The successful candidate will lead the implementation of ITIL frameworks with the support of third-party managed service providers and internal professional service teams.
Job Responsibility:
Service Governance: Provide end-to-end ownership and governance of ITIL services, including incident, problem, and change management across all applications and infrastructure
Major Incident Management: Act as the primary contact for major incident response and escalations
Vendor Management: Govern the performance of managed service providers and vendors against established Service Level Agreements (SLAs)
Disaster Recovery: Maintain accountability for disaster recovery and business continuity management services
Operational Leadership: Deliver day-to-day support services to the business, including executive-level VIP service and the management of client-facing service hubs
Requirements:
Minimum of 5 years of experience in a similar Operations Lead or Technical Lead capacity
Significant experience managing major incidents and performing under pressure is a mandatory requirement
Proven previous experience working on-call is essential
Strong capability as a team collaborator with the ability to maintain high levels of customer trust
A tertiary qualification in technology (or equivalent) and an ITIL Foundation or Practitioner certification
Extensive experience with service management tools (e.g., ServiceNow) and CMDB/asset inventory management