Managing end-to-end SaaS service delivery to meet SLAs and OLAs, maintain high availability, performance, and reliability, and ensure compliance with security, risk, and regulatory standards while overseeing incident, major incident, and problem management plus post-incident reviews with root cause analysis
Partnering across Customer Success, Support, Engineering, Product and Cloud Operations to coordinate service reviews, support renewals and expansions, translate customer needs into actionable improvements and build trusted relationships with enterprise customers and internal stakeholders
Defining, implementing, and continuously improving ITIL‑aligned service management processes, KPIs, dashboards, and service reporting while ensuring operational readiness for new product releases and demonstrating operational maturity to customers
Managing and coaching specialist teams to deliver operational services, acting as an escalation point for complex or high‑impact issues and mentoring service managers or operational teams as required
Identifying and delivering opportunities to enhance resilience, automation, monitoring, and operational efficiency, and coordinating cross‑divisional service improvements that uplift digital delivery and operational capability
Providing out‑of‑hours operational support as part of the on‑call rota, ensuring proactive monitoring, rapid incident response and continuous service stability across SaaS platforms

Requirements

Experience leading operational teams and delivering strategic initiatives that produce measurable improvements in service quality, performance and cross‑functional alignment
Previous experience guiding business change and tech‑enabled transformation efforts, overseeing adoption, process improvements, and measurement of performance against set metrics
Demonstrated experience implementing and overseeing operational frameworks like risk management, workforce and resource planning, ITIL‑aligned service management practices and financial management while delivering support services
Skilled at negotiating and persuading others to balance internal priorities with business needs, securing sufficient attention and resources to continually improve and develop services
Able to build and maintain a broad range of relationships across the organisation, collaborating with corporate function teams and the DTI Leadership team to ensure effective completion and governance of corporate activities
Strategic and pragmatic thinker, able to solve strategic delivery problems through the development of initiatives to improve the long-term service provision of DTI, including innovation and applying recognised best practices to overcome operational challenges, whilst ensuring that the day-to-day operational issues are managed effectively.

Benefits

28 days annual leave plus bank holidays
Hybrid model where employees work a minimum of 40% in the office each month (expectation of 50% for senior leaders).
Changing from September to a minimum of 50% in the office each month (expectation of 60% for Directors and Executive Directors)
Non-contributory pension (8–12% depending on age) and life assurance at eight times your salary
Private healthcare with Bupa, income protection, and 24/7 Employee Assistance
35 hours of paid volunteering annually
A flexible benefits scheme designed around your lifestyle

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SaaS service deliveryITIL service managementincident managementproblem managementroot cause analysisKPI developmentservice reportingoperational efficiencyrisk managementfinancial management

Soft Skills

leadershipcoachingnegotiationpersuasionrelationship buildingcollaborationstrategic thinkingpragmatic problem solvingmentoringchange management