Operations Excellence & Reliability Lead

Agri-Web Limited; Peterborough; Hybrid; GBP 100,000 - 140,000; Full time

Benefits offered by this job

Pension up to 10%

Up to 10% bonus

Holiday purchase up to 5 days

Product discounts

EAP access

Job summary

Associated British Foods Business Technology Services seeks a Head of Operational Excellence to lead service management, support operations and reliability across BTS. The role focuses on resilient, scalable technology services and a culture of continuous improvement.

You will drive modern operational practices, lead incident management, and transform the User Support Centre, with hybrid working in London and Peterborough and regular collaboration with ABF global teams.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service management leadership

ITSM expertise

SRE knowledge

Stakeholder engagement

Operational transformation

Tools

Automation tools

AI platforms

Job description

Associated British Foods Business Technology Services seeks a Head of Operational Excellence to lead service management, support operations and reliability across BTS. The role focuses on resilient, scalable technology services and a culture of continuous improvement.

You will drive modern operational practices, lead incident management, and transform the User Support Centre, with hybrid working in London and Peterborough and regular collaboration with ABF global teams.