We are seeking an experienced Senior Data & Analytics Operations Leader to join our fast-growing IT services organization. This role reports to the Head of Global Delivery and is accountable for the end-to-end health, stability, cost, and outcomes of Data & Analytics operations.
The role operates as a service owner, responsible for predictable delivery, operational transparency, and alignment with customer priorities. This leader owns production stability, incident response, demand prioritization, and continuous improvement, while partnering with engineering and platform teams to advance modernization initiatives and reduce technical debt.
Key Responsibilities
Service Ownership & Operations
- Own end-to-end accountability for Data & Analytics production operations, including data engineering, analytics, visualization, and platform monitoring.
- Ensure operational continuity, predictable performance, and transparent reporting across all services.
- Own SLA performance, 24×7 monitoring, incident triage, escalation management, and root-cause analysis.
- Proactively identify operational, data quality, and platform risks, driving preventative actions and reducing repeat incidents.
- Coordinate cross-team and cross-vendor issue resolution to minimize business impact.
Demand, Cost & Governance
- Own demand intake and backlog governance, balancing incidents, enhancements, and modernization work against delivery capacity.
- Manage run-rate, capacity planning, and cost predictability aligned to a fixed-cost managed services model.
- Drive continuous improvement through standardized governance, operational KPIs, automation, monitoring, and playbooks.
- Ensure audit readiness, security compliance, and operational transparency through documentation, runbooks, and controls.
Customer & Stakeholder Engagement
- Act as the primary interface to customer leadership, providing clear ownership, escalation management, and outcome focused delivery.
- Translate operational performance, risk, and technical topics into clear executive level communications.
- Maintain high client satisfaction through proactive engagement and effective communication.
- Partner with pre-sales and internal stakeholders to support new opportunities and account growth.
Leadership & Modernization
- Partner with technical and platform leads to deliver platform modernization and technical debt reduction outcomes.
- Provide technical leadership and guidance to customers and internal teams to maximize platform value.
- Foster a collaborative, high-performance team culture through coaching, mentorship, and professional development.
- Stay current with industry trends, best practices, and emerging Data & Analytics operations capabilities.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field.
- 10+ years of experience in Data, Analytics, or Platform Operations, including senior leadership responsibility in production environments.
- Proven experience leading global teams in managed services or Day-2 operations with full SLA ownership.
- Strong hands-on understanding of modern data platforms, including:
- Azure Databricks and/or Microsoft Fabric, Snowflake
- Data pipelines and integration (ADF, SAP SLT, ETL/ELT)
- Analytics and visualization platforms (Power BI, SAP BOBJ/BODS)
- Python and SQL-based data frameworks
- SAP Business Data Cloud
- CI/CD and operational automation
- Demonstrated ability to manage incident response, operational risk, and service recovery in complex, multi-vendor environments.
- Experience owning demand management, backlog prioritisation, and cost control within outcome based delivery models.
- Strong executive communication skills with the ability to connect operational performance to business outcomes and risk.
- Track record of driving continuous improvement, platform modernization, and technical debt reduction.
- Self motivated, detail oriented, and comfortable operating in fast paced, dynamic environments with competing priorities.
- Ability to travel approximately 25% within North America with advance notice.