and drive end-to-end service performance for a critical engineering/technology service (or set of services). You’ll be accountable for service reliability, resilience, risk and control compliance, lifecycle management, and continuous improvement—working across engineering, operations, security, architecture, vendors, and business stakeholders to keep the service safe, stable, and fit for purpose. 4.2 Key responsibilities Service ownership & governance • Act as the single point of accountability for the assigned service(s) across the full lifecycle (strategy, design, transition, run, and retirement). • Define and maintain the service model service scope, boundaries, dependencies, criticality, and service catalogue entries. • Establish and run service governance (service reviews, KPI/KRI reporting, risk and issue management, decision logs). Reliability, availability & resilience • Own service reliability targets (availability, latency, error rates, capacity) and drive measurable improvements. • Ensure resilience engineering practices are in place (DR, failover, backup/restore) • Lead service readiness for peak events and major change (capacity planning, performance testing, operational acceptance). Incident, problem & major event leadership • Lead/coordinate Major Incidents ensuring timely recovery, clear comms, and stakeholder management. • Drive Problem Management root cause analysis, corrective/preventative actions, and elimination of recurring issues. • Ensure post-incident reviews are completed with actions tracked to closure. Maintain service documentation support procedures, known errors, architecture/service maps. Risk, controls & compliance • Own service-level risk posture identify, assess, mitigate, and report risks and control gaps. • Ensure compliance with relevant policies/standards (security, data, audit, regulatory, operational risk). • Support audits and control testing with evidence and remediation plans. Observability & service performance • Define and maintain monitoring/alerting standards, dashboards • Track and improve KPIs/KRIs (availability, MTTR, change failure rate, incident volume, capacity headroom). • Drive automation and self-healing where feasible. Stakeholder & vendor management • Manage relationships with internal stakeholders (Product, Ops, Security, Architecture, CIO/CTO orgs).
