The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines
Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the
sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our
colleagues, accelerate business performance, increase shareholder value, and protect our business
through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our
enabling domains, platforms and programmes, we are changing our ways of working and transitioning
into a product-led organization at scale.

Together, we are building a better BA.

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

• Educated to degree level or equivalent experience
• ITIL qualification

Skills

• Deep understanding of service value for customers and driving continuous service improvements.
• Initiates and manages change to help shape the future direction of IAG Tech and organisation.
• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Demonstrates and applies a deep understanding of third-party supplier management principles.
• Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
• Fluent written and spoken English

Experience

• Experience of leading a global 24x7 service offering
• Strong experience of delivering critical IT services in an operational environment
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Proven experience of dealing with diverse supplier framework
• Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
• Experience of operating across multiple countries and cultures is desirable, but not essential