Head of Service- Enterprise Tools and Automation

JOB PURPOSE:

The Head of Enterprise Tools and Automation is a key leadership role responsible for the management support and strategic development of enterprise tools including observability platforms (e.g. AppDynamics), IT infrastructure and network monitoring solutions (primarily OpenText), IT Service Management (ServiceNow), and AIOps tooling. This role is critical to ensuring operational efficiency, enhancing service quality, and driving continuous improvement and innovation across the organisation.

KEY ACCOUNTABILITIES:

The Head of Enterprise Tools and Automation is accountable for the support, maintenance, and strategic development of key enterprise tools including observability monitoring, ITSM, and AIOps solutions. The role ensures optimal tool performance, leads upgrades, resolves incidents and service requests, and manages outsourced support services. Additionally, the role drives continuous service improvement (CSI) initiatives, identifies automation opportunities, and implements solutions to enhance operational efficiency and reduce costs.

JOB CONTEXT

Specific Accountability

Continuous Service Improvement (CSI)

1. Recognize and execute opportunities for Continuous Service Improvement (CSI) to boost operational efficiency and service delivery.
2. Create and sustain a CSI roadmap that aligns with business goals ensuring a clear path for ongoing enhancements.
3. Work with stakeholders to assess and enhance key performance indicators (KPIs) for IT service quality ensuring that improvements are measurable and impactful.
4. Foster a culture of continuous improvement by encouraging feedback and suggestions from all levels of the organization promoting innovation and proactive problem-solving.
5. Provide training and development for staff on new automation tools and CSI practices ensuring they have the skills and knowledge to effectively implement and manage improvements.
6. Collaborate with cross-functional teams to identify areas where automation can be applied to improve service delivery and operational performance.
7. Benchmark against industry standards and best practices to ensure that CSI efforts are aligned with the latest trends and technologies.

Automation/AI

1. Lead a team of automation engineers and specialists to develop and implement automation solutions that enhance operational efficiency and reduce costs.
2. Drive the adoption of automation technologies including AIOps to improve proactive incident resolution and reduce manual interventions.
3. Oversee the development of scripts, bots, and workflows to streamline processes across IT operations.
4. Integrate automation tools and technologies to streamline processes, reduce manual intervention, and increase efficiency.
5. Implement automated monitoring and reporting systems to quickly identify and address service issues ensuring minimal downtime and rapid response.
6. Leverage AI and machine learning to predict and prevent potential service disruptions enhancing the reliability and stability of services.
7. Automate routine tasks and workflows to free up resources for more strategic initiatives allowing teams to focus on high-value activities.
8. Conduct regular reviews and audits of automated systems to ensure they are functioning optimally and delivering the expected benefits.

Enterprise Tools Management

1. Oversee the support, maintenance, and upgrades of enterprise tools ensuring maximum availability and reliability.
2. Lead end-to-end lifecycle management of observability monitoring and ITSM platforms ensuring alignment with organisational needs.
3. Manage incidents, service requests, and change requests for all tools within the suite ensuring SLA adherence and timely resolution.
4. Oversee outsourced managed services for tooling support ensuring vendor compliance with performance and contractual agreements.
5. Key support tools include: MicroFocus/OpenText, AppDynamics, PagerDuty, ThousandEyes, Cloud Native Monitoring, Continuity Patrol, and Clarity PPM.

Project Management

1. Lead key projects related to enterprise tool implementation, upgrades, and integration.
2. Develop and manage comprehensive RFPs to engage partners for services and projects.
3. Operate within Agile methodology driving sprints for tool enhancements and automation initiatives.

Financial Management

1. Manage OPEX and CAPEX budgets with a strong focus on cost optimisation and value realisation.
2. Identify opportunities for cost savings and operational efficiencies in tooling and automation investments.

Team Leadership

1. Manage a cross-functional team of Site Reliability Engineers (SREs), analysts, and engineers.
2. Foster a culture of innovation, collaboration, and continuous learning.
3. Provide leadership and mentoring to develop technical and professional capabilities within the team.

Qualifications :

1. Bachelor's degree in Computer Science, Information Technology, or a related field (Masters preferred).
2. 10 years of experience in IT operations, enterprise tools management, and automation.
3. Proven experience leading teams and managing enterprise tools in a large-scale organization.
4. ITIL Foundation certification is mandatory, V4 preferred.
5. Experience with RFP creation and vendor engagement.
6. Strong knowledge of IT budgeting including OPEX and CAPEX management.

Skills Required

1. Experience on GenAI and customizing large language models (LLMs) involves several techniques to tailor them to specific tasks or domains.
2. Strong expertise in enterprise observability and logging tools (e.g., AppDynamics, ELK), IT infrastructure and network monitoring (e.g., OpenText), and ITSM platforms (e.g., ServiceNow).
3. In-depth understanding of AIOps tooling and its application to IT operations.
4. Proficiency in automation technologies including scripting (e.g., Python, PowerShell) and workflow orchestration tools.
5. Experience in Agile project management and sprint planning.
6. Knowledge of RFP creation and vendor management processes.
7. Budget management experience with a proven ability to manage OPEX and CAPEX efficiently.
8. Excellent leadership and team management skills with experience managing cross-functional teams.
9. Strong analytical and problem-solving skills with a CSI mindset.
10. Effective communication skills to interact with technical teams, senior stakeholders, and external vendors.
11. Ability to manage multiple priorities and work under pressure in a dynamic environment.
12. Proactive strategic thinker with a focus on innovation and operational excellence.

Key Success Indicators

1. Enhanced reliability and performance of enterprise tools.
2. Measurable improvements in operational efficiency and service quality.
3. Successful implementation of automation solutions delivering cost and time savings.
4. Effective management of vendors and outsourced services ensuring SLAs are met.
5. High levels of employee engagement and team performance.

Remote Work :

No

Employment Type :

Full-time