Service Reliability

Overview

Job Title:
Senior Recovery Lead and Global Head of Service Reliability

Location:
Sheffield (Hybrid)

6 month Contract

Service Management (SM)

Service Management’s purpose is to protect the availability, integrity and confidentiality of IT Services that underpin customer and colleagues experience of the brand. It is a multi-functional team comprising of Change Management, Incident Management, Problem Management, Service Level Management, Outage Management, Service Recovery and Service Insights and Reporting.

About the Role

We are seeking a senior technology leader to take on the dual role of Senior Recovery Lead and Global Head of Service Reliability. This is a highly visible, high-impact position reporting to the Global Head of Service Management, with a mandate to transform how we recover from incidents and build long-term service resilience.

This individual will lead a global team of technical experts who act as technical escalation partners during major incidents—helping reduce time to recover (TTR) through deep technical engagement, coordination, and engineering-driven solutions. Beyond recovery, this leader will also own the strategic and tactical roadmap for building reliable, self-healing systems through collaboration with Problem Management, SRE, and Platform teams.

• Lead a global, follow-the-sun team that acts as technical escalation partners during major incidents.
• Partner with Incident Managers and Service Owners to accelerate incident diagnosis and resolution, reducing TTR and restoring services quickly and safely.
• Bring calm, coordination, and engineering clarity to high-pressure recovery efforts.
• Collaborate with Problem Managers, Product SRE, and Platform Engineering teams to identify and eliminate systemic causes of major incidents.
• Own and drive long-term remediation plans, including automation, reliability engineering, and platform guardrails to reduce future risk.
• Track and govern follow-up actions to ensure completeness, accountability, and measurable reduction in incident recurrence.

• Define and implement strategies for resilience engineering, including self-healing capabilities, automation of recovery workflows, and risk mitigation patterns.
• Advocate for operational excellence by embedding reliability standards, testing practices, and continuous improvement processes into engineering workflows.
• Partner with Architecture and Engineering leaders to influence system design with reliability in mind.
• Own the global incident scenario planning framework, ensuring that Technology is prepared to recover from widespread, complex failures.
• Design and run mass recovery simulations, chaos testing, and resilience drills to expose weaknesses and improve readiness.
• Work with regional and global risk teams to align with regulatory and operational resilience requirements.

• Build, scale, and lead a high-performing global team with deep technical skills and a culture of urgency, ownership, and collaboration.
• Drive a blameless, learning-focused culture that emphasizes root cause thinking, accountability, and continuous improvement.
• Act as a trusted partner and thought leader across Engineering, Infrastructure, Risk, and Service Management functions.

• 12+ years in Technology, with proven experience in Site Reliability Engineering, Infrastructure, Dev Ops, or Technical Operations.
• Demonstrated experience leading global technical teams in complex, high-scale environments.
• Deep expertise in incident recovery, automation, systems design, and platform reliability.
• Strong working knowledge of problem management, root cause analysis frameworks, and resilience engineering principles.
• Experience designing and running resilience exercises, chaos engineering, or incident scenario testing at scale.
• Comfortable operating in regulated environments and partnering with Risk and Compliance functions.
• Excellent stakeholder management and communication skills, with the ability to lead through influence at senior levels.

• Technical Depth – Ability to dive deep across infrastructure, applications, and cloud-native architectures.
• Recovery Leadership – Skilled in coordinating technical resources under pressure to resolve incidents rapidly.
• Reliability Thinking – Strategic mindset focused on system robustness, automation, and prevention.
• Change Agent – Drives cultural and engineering change to improve stability and accountability.
• Cross-Functional Collaboration – Adept at aligning goals and actions across engineering, operations, and risk domains.