Head of Application Operations

• Lead the Application Operations strategy with PETO leadership, redesigning ITIL processes, ticket flows and the operating model to build a best‑in‑class function.
•  Re‑engineer Jira Service Management workflows, queues, automations, and implement a unified Service Catalogue mapping services to owners, SLAs/SLOs, request types, runbooks and escalation paths.
• Establish strong intake and triage controls, with clear priority/severity definitions, escalation criteria and evidence standards to increase L2 first‑time resolution and protect L3 capacity.
•  Own end‑to‑end incident management, embedding industry‑standard major incident practices, command roles, stakeholder communications, status pages and high‑quality post‑incident reviews.
• Build and run the Problem Management function, driving RCA and preventative actions that reduce recurrence and improve system resilience.
• Shift Technical Operations toward proactive protections (SLOs, error budgets, early‑warning signals, auto‑remediation, runbook automation) while maintaining excellent reactive response.
• Define the PETO TechOps model, standardising incident, problem and change processes and integrating change enablement with JSM/Service Catalogue guardrails to reduce change failure rate.
• Build and maintain a knowledge base and operability standards—runbooks, playbooks, ownership models, on‑call readiness—to support shift‑left and consistent operational quality.
• Define and manage data‑driven KPIs (MTTR, MTTD, recurrence, L2 resolution %, SLO/SLA compliance, CSAT), using insights to drive prioritisation and improvement.
• Develop the team from L2 to L2.5 capability through automation, safe configuration changes, feature‑flag operations and scripted runbooks to reduce escalations.
• Lead and grow senior operations engineers, establishing career pathways, succession planning and a culture of excellence and accountability.
• Partner with executives and cross‑functional teams to align Technical Operations impact with product and customer value, balancing technical debt and business priorities.

• Expert ITIL practitioner with experience designing and maturing Incident, Problem and Change Management in agile, product‑led environments.
•  Deep Jira Service Management expertise (workflows, queues, automations, SLAs), plus strong Service Catalogue and Confluence knowledge management capability.
•  Skilled in building triage and escalation models that maximise L2 resolution, protect L3 focus and ensure high‑quality, reproducible handoffs.
• Experienced major incident lead, proficient in incident command, stakeholder communications, status page practices and driving effective RCAs.
• Strong Problem Management and RCA facilitation with a track record of implementing preventative actions that reduce operational risk.
• Proficient with observability and ITSM tooling to enable proactive monitoring, SLO/SLA definition and data‑driven operational dashboards.
• Strong people leadership with experience organising teams for fast execution, accountability and healthy on‑call practices.
• Clear, concise communicator able to translate complex technical issues for all stakeholder levels.
• Strong background in integrating ITIL practices into modern Agile, product‑centric ways of working.
• Solid commercial and product understanding with the ability to balance operational readiness, technical debt and delivery priorities.
• Experience advancing support teams toward L2.5 capabilities through automation, runbooks and safe operational guardrails.
• Familiarity with cloud‑native and API‑first architectures, partner integrations and ecosystem‑level monitoring.
• Experience establishing OKRs and operational performance metrics (including DORA) to drive continuous improvement.

• Online interview with the Talent Acquisition Partner  
• Interview with the VP Platform Engineering & Technical Operations & VP Engineering 

At Reward Gateway | Edenred we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

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About Reward Gateway

Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.

The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company.

Bridging that engagement gap is what drives us.