Team Leadership & Development
- Lead, coach, and develop a global team responsible for:
- Bridge call facilitation
- Major incident coordination
- Operational project readiness support
- Establish clear performance expectations, accountability standards, and development plans.
- Create a culture of discipline, ownership, and service excellence.
- Ensure appropriate staffing coverage for 24x7 operations where applicable.
Bridge & Major Incident Oversight
- Provide leadership oversight of high-severity incidents and critical bridge calls.
- Ensure structured execution, clear role assignment, and timely escalation.
- Step in to command critical incidents when necessary.
- Review incident quality, documentation, and communication standards.
- Ensure reduction of MTTR through consistent execution and governance.
Operational Project Coordination Governance
- Oversee the team's coordination of operational readiness activities for projects, releases, and major changes.
- Ensure risks, dependencies, and impacts are identified and mitigated.
- Partner with PMO, engineering, and service delivery leadership to align operational execution with business priorities.
- Validate that operational controls are in place prior to go-live activities.
Process & Quality Management
- Own adherence to ITIL-based Incident, Major Incident, Problem, and Change processes.
- Establish KPIs, SLAs, and operational performance metrics.
- Conduct quality reviews of bridge facilitation, incident handling, and project coordination.
- Drive post-incident reviews and ensure corrective actions are implemented.
- Lead continuous improvement initiatives to enhance service reliability and maturity.
AI & Continuous Improvement
- Identify opportunities to leverage AI and automation to:
- Improve incident trend analysis
- Reduce manual coordination tasks
- Enhance reporting and operational insights
- Promote data-driven decision making across the team.
- Reduce recurring incidents through proactive operational improvements.
Executive & Customer Engagement
- Represent Service Operations leadership on high-visibility customer and executive calls.
- Provide concise operational reporting and performance insights.
- Demonstrate strong executive presence during crisis communications.
- Build trusted relationships with internal stakeholders and external customers.
,
- 7+ years of experience in IT Operations, Service Operations, or Managed Services.
- 3+ years of direct people leadership experience.
- Proven experience overseeing Major Incident and Bridge coordination functions.
- Strong knowledge of ITIL frameworks (ITIL certification preferred).
- Experience leading global or multi-regional teams.
- Demonstrated ability to drive process improvement and operational discipline.
- Strong executive communication skills and command presence.
Preferred Qualifications
- Experience in Managed and Shared Services environments.
- Experience in 24x7 global service operations.
