Tech Ops Lead (Contract)

Join our team as a Tech Ops Lead (Contract) and play a crucial role in establishing and shaping the technology operations function. You will work closely with the Group Head of Technology Operations to design and implement the operating model, apply ITIL 4 principles, modernize change management, and establish effective incident management practices. You will also provide light touch service management, reporting, and stakeholder management. This is an exciting opportunity to make a significant impact in a fast-paced and dynamic environment.

• Establish and shape the technology operations operating model, including its scope, charter, interfaces with engineering teams, and ways of working.
• Apply ITIL 4 in a light touch, value led way, using the guiding principles to introduce only the practices that genuinely add value.
• Build trust and credibility with engineering leaders by aligning to DevOps culture and team ownership, and by explicitly avoiding the reintroduction of heavyweight, ticket driven service management.
• You care deeply about producing high-quality work that delivers real value
• You value low-ego collaboration and enjoy working as part of multidisciplinary teams
• You bring strong expertise in your craft, alongside a willingness to keep learning
• You’re comfortable navigating ambiguity and solving complex problems collaboratively
• You’re pragmatic, adaptable and outcome-focused
• You communicate clearly and build trust quickly with clients and teammates
• Strong, demonstrable ITIL 4 practitioner experience, with a relevant certification (for example ITIL 4 Managing Professional or relevant practice modules), and a clear track record of applying ITIL pragmatically rather than dogmatically
• Hands on experience modernising change and incident practices within a CI/CD, DevOps, or SRE environment
• Experience standing up, or significantly reshaping, a technology operations or service operations function
• Practical familiarity with DORA metrics, with SLIs, SLOs, and error budgets, and with observability concepts and tooling
• Awareness of Team Topologies and platform engineering thinking
• A pragmatic, value led mindset, with a genuine appreciation of engineering team autonomy and the “build it, run it, fix it” model
• Experience building or centralising IT vendor and supplier management, including contracts, SLAs, performance reviews, and supplier risk
• Strong stakeholder management, ideally within a multi entity or multi market group