Description

Key Areas of Responsibility

1. Service Delivery & Operations

• Take ownership of daily service delivery across the ESP portfolio, including patch management, technical debt reduction, capacity planning, CLM, and CNP activities.
• Ensure services are delivered consistently, efficiently, and in accordance with agreed operational standards.
• Coordinate across service teams to establish consistent processes, measurements, and reporting.
• Promote adherence to ITIL service management practices across global operations and support teams.
• Manage portfolio-level KPIs, SLAs, operational metrics, and governance activities.
• Analyze service data and provide clear visibility into performance, risks, issues, dependencies, and required actions.

2. Service Reviews & Operational Improvement

• Establish and manage a regular service review process covering performance, availability, SLA compliance, risks, issues, and outstanding actions.
• Ensure all action items have clear ownership, timelines, and follow-through until completion.
• Apply technical knowledge to challenge cloud, automation, and AI teams and ensure operational outcomes meet business expectations.
• Identify service gaps, inefficiencies, and improvement opportunities.
• Partner with accountable teams to implement corrective and preventive actions.

3. Cloud Engineering & Operations

• Leverage hands-on experience with cloud platforms such as Microsoft Azure and/or AWS to support informed operational decisions.
• Understand cloud infrastructure operations, monitoring, patching, security, capacity, availability, and recovery processes.
• Support engineering change management and product/service enhancements.
• Work closely with cloud engineering teams to ensure operational changes are introduced effectively and with minimal disruption.

4. Automation, AI & GenAI Enablement

• Identify opportunities to improve services through automation, artificial intelligence, and GenAI.
• Recognize repetitive, manual, inefficient, or high-risk operational activities that could benefit from automation.
• Convert operational challenges into well-defined requirements for automation and AI engineering teams.
• Clearly communicate the business problem, expected outcome, operational requirements, and success criteria.
• Collaborate with delivery teams throughout implementation and validate that solutions address the intended operational needs.
• Apply AI tools such as GenAI and ChatGPT to improve analysis, reporting, documentation, service reviews, and day-to-day productivity.
• Track the impact of automation and AI initiatives on service quality, operational effort, efficiency, and risk.

5. New Service & AI Readiness

• Lead operational readiness activities for new technology services, particularly solutions incorporating automation, AI, and agentic capabilities.
• Define appropriate operating models, support processes, runbooks, SLAs, escalation procedures, and customer engagement models.
• Establish the transition from traditional human-driven operational processes toward AI-assisted and autonomous workflows.
• Define appropriate guardrails, human oversight, approval points, and human-in-the-loop controls for agentic services.
• Develop monitoring, measurement, support, and review mechanisms before new services move into steady-state operations.
• Translate business, operational, regulatory, and compliance requirements into scalable service delivery models.

6. Stakeholder Management & Communication

• Coordinate execution across engineering, application, operations, account management, and business teams without direct reporting authority.
• Influence teams and drive accountability through effective communication, collaboration, and relationship management.
• Manage structured escalation processes to ensure issues are visible, assigned, and resolved.
• Represent service delivery during operational reviews, Change Advisory Board (CAB) meetings, governance sessions, and audits.
• Build strong customer relationships and communicate effectively with clients and business stakeholders.
• Adjust communication style based on the audience, from detailed technical discussions to concise executive-level summaries.

7. Reporting & Governance

• Develop and maintain executive-level service delivery reports covering:
  • Service performance
  • SLA/KPI achievement
  • Risks and issues
  • Dependencies
  • Capacity and availability
  • Open actions
  • Automation and AI initiatives
  • Continuous improvement activities
• Provide monthly, operational, and governance reporting to appropriate stakeholders.
• Convert complex operational data into clear insights, recommendations, and actionable decisions.

Required Qualifications & Experience

• Typically 10+ years of experience in IT operations and service delivery, with demonstrated ownership of multiple technology service lines.
• Strong experience managing ITIL-based service delivery within large, complex enterprise environments.
• Practical experience supporting Azure and/or AWS cloud environments.
• Strong understanding of cloud operations, monitoring, patching, security, recovery, capacity, and change management.
• Proven experience delivering or supporting automation initiatives.
• Practical experience with AI/GenAI technologies, including familiarity with agentic AI concepts and applications.
• Experience translating operational needs into requirements for engineering, automation, or AI development teams.
• Demonstrated ownership of service-level outcomes across multiple teams.
• Proven ability to influence and drive execution across teams without direct authority.
• Experience with Jira, Confluence, ServiceNow, or comparable service management and collaboration platforms.
• Strong customer-facing and stakeholder communication experience.
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.

Preferred Qualifications

• Azure and/or AWS certification
• ITIL Foundation or higher
• Working knowledge of:
  • Terraform
  • PowerShell
  • Python
  • Ansible
  • GitHub / GitHub Actions
  • Azure DevOps
• Familiarity with cloud automation, DevOps practices, AI-enabled operations, and agentic workflows

Key Skills

Education

Bachelor’s degree