Purpose of the role

• Delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Request), the IT Risk Framework and service continuity.
• Service restoration for all incidents and degradations in service, focus on compliance with SLAs.
• Lead the activities and operational procedures required to trap and resolve any event/incident ensuring timely and effective communications to all relevant stakeholders through established channels.
• Operational command and control through compliance and focus on reduced incidents and fast recovery of services including operational management of vendors, incl. agency managed vendors

Accountabilities

Working in partnership with IAG Tech and the business to:

• Ensure the service delivery remains aligned to business needs through engaging with key stakeholders to understand and shape business requirements for the short and long term
• Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements
• Continuously monitor and maintain systems and networks in accordance with required
  accreditations
• Take a strategic angle to ensure that the approach to delivering services takes the best
  advantage of market capability, driving efficiency and continual service improvement
• Track and report on all services being delivered and align with the Service Management team to
  assess supplier performance
• Take the lead in ensuring all services have the robust support model to be able to provide the
  business requirement
• Deliver effective escalation, command and control, and resolution for significantly impacting
  incidents
• Deputise for Head of Service Operations where appropriate

We are looking for individuals able to navigate through uncertainty, with high agility and adaptability
that work smarter not harder. The role will require flexibility at times of operational disruption,
including leading on Major Incident Mgt on behalf of the Director of IT Operations, which may require
adaptability in terms of occasional long and unsocial hours – specifically the role requires ability to
obtain an airside pass and to be a trained IT member of the BA Crisis Management Team

This role may require travel and working from multiple sites/locations. Willing and able to travel to
participate in meetings, workshops, and other related activities