Digital Operations Lead - Technology Operations

1 day left

Location
England, London
Salary
£65,000 - £75,000 per Annum + Holidays, Pension, Healthcare
Posted
16 Sep 2020
Closes
30 Sep 2020
Ref
JN -092020-1229089
Contact
Norman Areh
Position/Level
Professional / Specialist
Sector
Technology
Contract Type
Permanent
Language
English

Digital Operations Lead - Technology Operations

The individual will lead the technical delivery and operational model for all workstreams owned by Digital Hub which includes: CMS and websites; Data Analytics, Attribution model and reporting; CRM solution and integrations across various applications/platforms.

Client Details

Digital Operations Lead - Technology Operations

The client is a global FTSE 250 professional services organisation with a presence across 40 countries, with circa 10,000 employees currently going through a global tech transformation strategy.

Description

Digital Operations Lead - Technology Operations

Responsibilities:

  • Take ownership of the definition, implementation, and maintenance of Digital systems - feeding into end-to-end processes beyond the team - including, but not limited to:
    • Release Management
    • Application Support
    • Environment Management
    • Change Management
  • Regularly provide a trend analysis of tickets to Hub leadership, to enable the management team to stay up to date with issues & problems and to take action where necessary
  • Engage/drive Hub delivery activities that are BAU in nature to keep systems aligned, up to date, and regularly maintained.
  • Monitor ticket queues (both internal and MSP) on a daily basis ensuring that tickets are validated for content and correct prioritisation, based on standardised work processes.
  • Work in line with agreed SLAs/OLAs. Initiate the escalation process when tickets have breached or are about to breach.
  • Technical contact point for team and vendors.
  • Establish Manage and improve the technical processes to enable both internal developers and vendor developers to collaborate on the same project.
  • Support the Head of Digital Delivery as necessary in implementing roadmaps.
  • Problem Management contributor
  • Creating and providing KPIs
  • Ensuring compliance of previously agreed audit controls and measures (internal and external)

Profile

Digital Operations Lead - Technology Operations

  • Ability to define and manage repeatable standard processes along with an ability to find, own and resolve ad-hoc issues
  • Able to prioritise a high and varied workload, finding an appropriate balance between BAU delivery and support activities while showing a sense of urgency
  • Ability to manage key vendor relationship on a daily basis, challenging where necessary.
  • Must have the ability to adapt and learn, by additionally demonstrating an analytical and problem-solving ability
  • Ability to forge strong relationships with external and internal stakeholders, influencing and persuading where appropriate and resolving any conflicts which arise.
  • Act as an escalation point for all business-impacting issues (Major Incident Management). Develop and define phone/ticket escalation processes to ensure a free-flowing escalation process and passage of information
  • Experienced in service delivery or leading an operational support team.
  • Working knowledge of Website hosting, caching, optimizing, and of the Amazon Web Services Platform
  • Understanding of cloud technologies - IaaS vs. PaaS vs. SaaS - Azure, AWS, Google Cloud
  • Experience with Online Analytics data collection and interpretation (in particular with the Google Analytics family of tools)

Job Offer

  • Digital Operations Lead - Technology Operations
  • £65,000 -£75,000 + Benefits.