Service Operations Lead — Incident Management & Coaching

Leeds Building Society; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Bonus up to 12%

Pension matched up to 10%

26 days holiday

Volunteer days

Mortgage and Saver products

Job summary

Leeds Building Society seeks a Service Operations Lead to guide 6 analysts in alerting, monitoring, and maintaining service health. You will drive incident management using Dynatrace, coordinating cross-team responses and communications during outages.

The role offers hybrid working with two days in the office and a chance to shape IT service excellence. We value strong leadership, cloud experience, ITIL familiarity, and stakeholder engagement to deliver reliable services and improve our

Qualifications

• Strong, visible people leadership guiding performance and coaching across teams.
• Experience leading alerts/monitoring for multiple services using Dynatrace.
• Experience deploying, monitoring, and troubleshooting large-scale distributed and cloud solutions.

Responsibilities

• Lead 6 Service Operations Analysts to alert, monitor and maintain service health.
• Drive incident management with clear leadership and communication during outages.
• Coach and develop talent while maintaining high performance and stakeholder engagement.

Skills

People leadership

Incident management

Stakeholder management

Tools

Dynatrace

ITIL

Job description

Leeds Building Society seeks a Service Operations Lead to guide 6 analysts in alerting, monitoring, and maintaining service health. You will drive incident management using Dynatrace, coordinating cross-team responses and communications during outages.

The role offers hybrid working with two days in the office and a chance to shape IT service excellence. We value strong leadership, cloud experience, ITIL familiarity, and stakeholder engagement to deliver reliable services and improve our