Operations Support Lead

Permanent - Remote (UK), Leeds, London and Uppingham

Over the past 2 years, we have been building a strong and trusted partnership with one of our well-known multinational clients. We are supporting the development and operations for some of their biggest global products and services, providing multiple roles across their digital landscape.

The Operations Support Lead role is key within the MMT Digital account team and provides a single point of contact for a set of services. Reporting to senior stakeholders whilst leading a multi-vendor support team ensuring reliable digital services to our client's customers.

This role brings an opportunity to work in a fast-paced global brand, supporting a business-critical digital payments service. The responsibilities include:

  • Leading a team of 3-5 engineers, managing team capacity and capability.
  • Managing the demand on the ops support team,
  • Managing risk within service operations,
  • Service incident management and leading root cause analysis,
  • Owning the delivery process for the Ops Team and protecting the Agile culture,
  • Interfacing and onboarding Agile program delivery teams,
  • Keeping the lights on through application performance monitoring, service domain records and SSL certificates.
  • Weekly service performance reporting to senior stakeholders within the client organisation.

You will be working within and have the full support of an established MMT Digital account team. You’ll also have the chance to build trusted relationships with the client.

What you’ll bring

We are looking for a friendly, confident and attentive individual that flourishes in a team environment and faces up to challenges. We are particularly interested in leadership qualities as well as the ability to stay cool under pressure.

In order to flourish in this role, you’ll need the following:

  • Very strong communication skills; face to face, video conferencing and written.
  • Experience managing demand and support tickets through a workflow.
  • Ability to manage team capacity, capabilities and budgets
  • Strong interpersonal skills and getting the best from your team.
  • Experience and Practical experience of identifying and managing risk.
  • Experience working in an international environment and with multiple vendors/suppliers.
  • Tenacious self-starter, someone who brings ideas and processes into the business
  • High-level technical understanding of digital systems.

It would also be great (but not essential as we can provide training) if you have:

  • Experience in Agile practices; Scrum, Kanban and SAFe Or ITIL Certification.
  • Experience with demand management applications such as : Service Now, JIRA or Azure Dev Ops.
  • Experience working with digital payment systems and good technical knowledge of application architecture, data and networks.
  • A good user experience background, ensuring the customer voice is at the forefront.

Our offices in London, Leeds and Uppingham have reopened fully, but should you prefer to work from home or combine remote and office work, you are welcome to! We just ask that you’re flexible to travel to the office or client sites as required. You will be able to confirm your preferences in the application form.


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