Service Operations Command Lead

Overview

In this role you lead Computacenter’s operations within a customer Command Centre, acting as the senior operational representative to coordinate major incidents and service-impacting events. You’ll couple incident management with governance across multi-supplier environments, guiding decision-making and ensuring rapid service restoration and business continuity. You’ll work closely with customer stakeholders and internal teams to improve resilience, visibility, and automation. This is a chance to shape operational response in a complex IT services setting and demonstrate strategic leadership under pressure.

Responsibilities

• Act as Computacenter’s primary operational representative in the customer Command Centre
• Lead the response to major incidents, service degradation, and high-priority events
• Coordinate technical teams and stakeholders for service restoration and continuity
• Assess business impact, risk, and priorities to support decisions
• Mobilise appropriate technical expertise and resources across Computacenter
• Provide oversight across incidents, risks, changes and issues
• Support Major Incident, Problem, and Root Cause Analysis activities
• Collaborate with customer stakeholders and suppliers in a multi-supplier environment
• Utilise operational data and monitoring tools to identify service improvements
• Support initiatives to enhance resilience, visibility, and automation

Key requirements

• Senior operational leadership experience in a complex IT services environment
• Active SC Clearance (DV clearance possible)
• Experience in Service Operations, Major Incident Management, Service Management or similar
• Strong ITIL knowledge (Incident, Problem, Change)
• Experience with ServiceNow and monitoring/event tools
• Broad understanding of enterprise infrastructure and dependencies
• Strong stakeholder management and communication skills
• Experience in multi-supplier or SIAM environments
• Excellent prioritisation, analytical and decision-making abilities
• Ability to stay calm and effective in high-pressure situations
• Experience leading and influencing matrixed teams

• stakeholder management
• communication
• calm under pressure
• ITIL (Incident, Problem, Change)
• ServiceNow
• operational monitoring/tools

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