Operational Excellence Specialist
We are seeking a highly organised and proactive Operational Excellence Specialist to drive operational excellence across our technical teams.
This pivotal role combines strong service delivery discipline with hands-on Scrum facilitation to keep engineering organisations aligned, focused, and performing at their best.
About the Role
The Operational Excellence Specialist is responsible for the day-to-day management of technical operations, ensuring consistent service levels, predictable delivery cadence, and alignment with security and compliance frameworks (ISO 27001, ISM, PSPF, Essential Eight).
Key responsibilities include overseeing intake and prioritisation across all operational queues, maintaining high-quality ITSM processes, facilitating Agile ceremonies for engineering teams, and acting as the first-line Incident Response Coordinator during high-pressure events.
Key Responsibilities
Service Operations Management
* Manage intake, assignment, prioritisation, and flow of tickets across support, DevOps, engineering, and internal IT.
* Monitor SLAs, backlog hygiene, ticket quality, and closure documentation.
* Maintain operational dashboards and reporting to support daily decision-making and quarterly assurance reviews.
Agile Delivery & Scrum Facilitation
* Lead Agile ceremonies across engineering and product teams: sprint planning, stand-ups, backlog refinement, retrospectives.
* Support product owners and technical leads to maintain actionable and prioritised backlogs.
* Monitor sprint health, escalate systemic issues, and promote continuous improvement.
ITSM Administration & Automation
* Administer and optimise Jira Service Management (or equivalent): workflows, queues, automation rules, reporting, and knowledge base content.
* Conduct data integrity checks, housekeeping, and enhancements aligned with ISO/IEC 27001 and ISM controls.
* Implement low-risk workflow automation and support integration between ITSM and Agile practices.
Project Coordination
* Plan, track, and report on internal and client-facing projects.
* Coordinate cross-functional delivery with Client Success, Professional Services, Support, and Engineering.
* Maintain project registers, risks, and change logs for audit and governance purposes.
Incident Response & Business Continuity
* Act as Incident Response Coordinator: convene bridges, assign roles, manage comms, gather evidence.
* Maintain incident playbooks, escalation lists, and PIR documentation.
* Assist the CTO with post-incident reviews and corrective actions.
Documentation & Governance
* Maintain SOPs, runbooks, design artefacts, and operational documentation.
* Ensure traceability and compliance with ISO 27001, PSPF, ISM, and Essential Eight uplift activities.
* Contribute to internal audits and provide evidence as required.