Director of Service Operations

Job Summary : Head of Service & Operations (BCP, Compliance and Risk)

About the role

This role is crucial to make sure Infrastructure meets Business continuity and regulatory requirements and stays secure at all times, enhanced availability and lowered restoration times. You will work with different Service and Operations leaders, Security and other Technology teams for being successful in this role.

The role also brings in thought leadership and contribution panning across wider Tech organization. The role also is positioned well towards Director succession and hence has a significant potential to grow in the organization.

You will be responsible for

This role has three main responsibilities, ensuring the continuity of the business, complying with security controls for infrastructure, and managing risk.

Business Continuity : You will be responsible to strategize and execute business continuity exercise for Technology and constantly improve the resiliency of our Infrastructure and overall business systems. You would also be required to think beyond BCP and execute on the wider total loss scenarios involving Infrastructure components.

Security controls : You will be responsible for owning end to end compliance to security controls and audit requirements like ICFR etc. which are shared by security time to time. You will be front ending the assessment and audits, working closely with wider infrastructure teams to ensure we are always compliant with the controls and providing sufficient evidence in required reporting requirements. You will also ensure that Infrastructure components are always patched regularly, and vulnerabilities maintained within the governing control limits as advised by Security.

Risk management : You will be responsible to constantly manage the infrastructure risks associated with Infrastructure components like obsolescence / single point of failures, etc. and work with broader Infrastructure teams. You will also be required to maintain a constant communication with the service assurance team and help prioritize the risk related deliverables and making way into the roadmap actions if needed.

While delivering all the above, you will ensure that we measure and improve our compliance continuously with focus on stability, aligned with Tesco priorities and driven by value.

You will need.

• Ability to define a Service Strategy towards the compliance related activities a communicate it efficiently and achieve buy-in with various stakeholders across all levels of
• Service Management leadership history in a global, distributed environment.
• Proven experience to define and drive BCP and compliance end to end in a Service & Operations environment.
• Deep knowledge in ITIL or Lean Six Sigma in an Agile / Devops environment, Design Thinking desirable
• Proficiencies in using Data Science and Analytics for Service Management
• Track record for driving Automation, utilising classical and AI based approach.
• Capability to build and manage a multinational team of direct and indirect contributors.
• Excellent communication and influencing skills on all levels.
• Broad technical knowledge in a variety of platforms and systems relating to Service Management in a large-scale, international environments.
• Infrastructure security certification will be desirable.