Head of Operational Excellence

Job Title: Head of Operational Excellence

Location: London/Peterborough (Hybrid)

Contract: Permanent, Full Time

We're seeking an experienced Head of Operational Excellence to lead the evolution of service management, support operations and reliability practices across BTS. This role will play a critical part in ensuring our technology services are resilient, scalable and focused on delivering an outstanding user experience. You'll drive modern operational practices and help shape a culture of continuous improvement across the organisation.

What you'll be doing

• Define and deliver the Operational Excellence strategy across BTS.
• Lead service management, support operations and reliability engineering capabilities.
• Modernise support services through automation, self-service and AI-enabled solutions.
• Transform the User Support Centre to improve service quality and user experience.
• Establish and lead Command Centre and major incident management capabilities.
• Drive operational readiness, resilience and service reliability improvements.
• Lead post-incident reviews and continuous improvement initiatives.
• Develop high-performing teams and strategic service partnerships.

What you'll bring

• Significant experience leading service management and operational teams in large global organisations.
• Expertise in ITSM, operational governance and service lifecycle management.
• Experience modernising service desk functions through automation, AI and self-service capabilities.
• Knowledge of Site Reliability Engineering (SRE) and reliability-focused operating models.
• Strong stakeholder engagement and influencing skills.
• Experience driving operational transformation and cultural change.
• A passion for service excellence, simplification, automation and continuous improvement.

Location

Hybrid, a mix of office and homeworking with regular presence in our Peterborough and London locations.