Service Reliability Lead

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IT Digital Transformation (DT) is establishing Service Reliability as a strategic capability across its global delivery organization. As Service Reliability Lead, you will define, drive, and continuously improve reliability practices across six Agile Release Trains (ARTs), enabling teams to build and operate resilient, observable, and business-critical services.
Reporting to the Head of Shared Delivery & Services, you will serve as the central point of contact for Service Reliability across DT and partner closely with ARTs, Operations, Engineering, Product Management, Risk & Compliance, and senior leadership. Your mission is to establish a reliability-first culture by combining Site Reliability Engineering (SRE) principles, IT Service Management (ITSM) practices, observability, end-to-end monitoring, and operational
governance.
This is a highly visible role requiring a combination of technical expertise, operational excellence, stakeholder management, and organizational leadership. You will define and co-establish reliability standards, enable teams to adopt them, and build a Service Reliability practice that scales across the DT organization.

YOUR CHALLENGE

Service Reliability Strategy & Framework

• Establish and continuously evolve the Service Reliability framework across DT

• Define reliability principles, standards, governance, and best practices in alignment with SRE and ITSM methodologies

• Drive adoption of reliability practices across six global ARTs while ensuring clear ownership remains within the delivery teams

• Act as DT's central authority and subject matter expert for Service Reliability Reliability Engineering & Operational Excellence

• Define and drive practices for service resilience, availability, recoverability, and operational readiness

• Co-establish and continuously improve Service Level Indicators (SLIs), Service Level Objectives (SLOs), Service Level Agreements (SLAs), and error budget frameworks in alignment with business needs

• Facilitate operational readiness reviews and production acceptance assessments for existing, new and changed services

• Analyze production incidents, service disruptions, and telemetry data to identify reliability improvement opportunities

• Promote a proactive reliability culture focused on preventing operational issues before they impact clients or business processes

Observability & End-to-End Monitoring

• Co-create DT's observability and end-to-end monitoring strategy

• Enable monitoring standards, instrumentation approaches, alerting concepts, and service health management across the DT organization

• Design, build, and maintain executive and operational dashboards providing transparency into service health, reliability trends, and operational performance

• Leverage telemetry, metrics, logs, traces, and business transaction monitoring to improve service reliability Cross-Functional Enablement

• Enable and support ARTs in implementing reliability engineering practices and operational excellence standards

• Coach ARTs, Engineering Leads, ITSOs, and Product Managers on Service Reliability concepts, methodologies, and tooling

• Collaborate with global Incident & Problem Management functions to strengthen reliability outcomes

• Establish knowledge-sharing mechanisms across DT (e.g. via CoP) Stakeholder Management & Leadership

• Act as trusted advisor to senior stakeholders across Digital Transformation and Operations

• Provide regular insights on service reliability performance, risk areas, trends, and improvement initiatives

• Build strong partnerships with Operations teams, ART Leads, Engineering Leads, Product Management, Risk & Compliance, and senior leadership

• Enable decision-making through data-driven recommendations and measurable outcomes

Continuous Improvement

• Evolve existing and add new production KPIs, while tracking the progress across the organization

• Drive initiatives to reduce production incidents, improve service availability, and increase operational efficiency

• Identify automation and optimization opportunities across monitoring, observability, and operational processes

• Contribute to the future vision, growth, and operating model of the Service Reliability Practice as part of the Shared Delivery & Services team.

YOUR PROFILE

• Proven experience in Service Reliability, Site Reliability Engineering (SRE), Production Operations, Service Management, or a related function within large-scale enterprise environments

• Strong understanding of IT Service Management (ITSM) principles and operational processes

• Expertise in observability, monitoring, service health management, and reliability engineering

• Proven experience establishing and driving strategies, frameworks, and governance models

• Knowledge of availability management, resiliency patterns, operational readiness, and production support models

• Experience defining and managing SLAs, SLOs, SLIs, and error budget frameworks

• Hands-on experience configuring and utilizing monitoring and observability platforms

• Experience with Dynatrace and ideally Splunk

• Practical experience with Dynatrace, Splunk, ServiceNow, Jira, and Confluence

• Experience with Grafana, Prometheus, or similar technologies is advantageous (though not strategic for BJB anymore)

• Ability to analyze service performance data, and production incidents to identify systemic improvement opportunities

• Experience working within Agile Release Trains (ARTs) and scaled agile delivery organizations

• Strong facilitation and stakeholder management skills

• Ability to operate effectively across engineering, operations, risk, compliance, and business functions

• Experience working in globally distributed organizations and multicultural environments

• Strong communication skills with the ability to influence both technical and executive audiences

• Strategic thinker with a hands-on mentality, capable of balancing governance, enablement, and execution

• Self-driven, pragmatic, and passionate about building reliability as a core organizational capability

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