Circular Economy Systems (CES)

Operations

• Own the end‑to‑end Client Operations model across Contact Centre and Technical Support services
• Translate CES strategy, growth plans, and technology roadmap into effective operational outcomes
• Act as the senior operational escalation point for high‑impact issues and risk‑based decisions
• Ensure service performance, SLAs, quality standards and operational controls are consistently met
• Lead Contact Centre service performance, quality and customer experience outcomes
• Embed process and technology improvements to drive efficiency, consistency and reliability
• Maintain service stability and client confidence during periods of operational or technology change
• Own client operational engagement, governance, performance reporting and executive communications
• Ensure clear accountability, escalation pathways and service transparency
• Maintain enterprise‑grade SLAs for client‑facing IT Support services
• Lead uplift of support practices in line with evolving CES technology platforms
• Strengthen knowledge management, documentation, tooling and team capability
• Ensure support models are scalable, resilient and aligned to future platform needs
• Lead operational engagement with enterprise‑level clients, including SLA and performance reviews, incident, service and release communications, executive‑level briefings and updates
• Uplift management processes, governance and communications
• Ensure consistent incident handling across client‑facing and internal services
• Embed post‑incident learning and continuous improvement practices
• Maintain clear traceability between incidents, fixes and releases
• Provide senior leadership and oversight to Contact Centre and Support teams
• Coach and support experienced team leaders to drive strong day‑to‑day performance
• Remove blockers, uplift operational discipline and build leadership capability
• Step in operationally when required during critical service periods
• Maintain SLA performance for CES internal IT Support services
• Improve onboarding, offboarding and day‑to‑day support experiences
• Strengthen vendor coordination and service quality outcomes

Senior Client Operations Manager

Platform Engineer

• Lead the design and implementation of Microsoft Azure cloud infrastructure to support business applications and services.
• Ensure systems meet high standards of security, availability, scalability, and performance.
• Provide technical leadership, mentoring, and coaching to Platform engineers.
• Oversee and shape the data migration from AWS to Azure, ensuring minimal disruption and maximum optimisation.
• Implement and maintain Infrastructure as Code (IaC) using tools such as Terraform, Bicep, or ARM templates.
• Develop and enhance CI/CD pipelines to enable continuous integration, automated testing, and secure deployments.
• Monitor and troubleshoot production systems, ensuring high availability and performance.
• Establish best practice monitoring, logging, and alerting frameworks across Azure environments.
• Collaborate with development, security, and product teams to align infrastructure with application needs.
• Design, implement, and maintain automated processes for software delivery and infrastructure management.
• Collaborate with other Engineering teams to ensure software delivery meets business requirements.
• Maintain strong documentation of systems, processes, and procedures.
• Stay up to date with emerging cloud and Platform technologies, recommending improvements where relevant.

Circular Economy Systems (CES)

Senior Client Operations Manager

Platform Engineering Lead

Platform Engineering Lead