IT Operations Delivery Lead
DXC Technology · United Kingdom · 10d ago
Job Description:
DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.
IT Operations Delivery Lead
Location: Hampshire Area (onsite 5 days per week)
Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.
The Operations Delivery Lead is a strategic leadership position within DXC's Aerospace and Defence Division. You will be responsible for end-to-end operational delivery, service excellence, and continuous improvement of critical defence and aerospace programmes. This role leads a multi-disciplined Service Delivery team encompassing Wintel, Linux, Virtualisation, Database Administration, Storage, Backup, Monitoring, and Tooling engineering functions. This is a pivotal role where you will work directly with customers, internal stakeholders, and programme teams to ensure contractual commitments are met whilst driving operational transformation and service maturity.
Essential Skills & Experience
Proven experience leading multi-disciplined infrastructure teams in a managed services or service delivery environment.
Strong client-facing skills with the ability to manage senior stakeholder relationships.
Demonstrable experience delivering SLA-driven services with contractual obligations and penalty regimes.
Broad technical understanding across Wintel, Linux, Virtualisation, DBA, Storage, Backup, and Monitoring domains.
Solid understanding of ITIL frameworks (ITIL 4 Foundation as a minimum).
Financial acumen with experience managing team budgets and cost control.
Strong leadership, coaching, and people management skills across diverse technical teams.
Excellent communication skills with the ability to translate technical detail for non-technical audiences.
Experience operating within secure or regulated environments.
Key Responsibilities
Service Delivery & Performance Management
Accountable for end-to-end delivery of assigned programmes, ensuring 100% SLA adherence across availability, response times, and service quality metrics.
Manage operational P&L, including revenue forecasting, cost control, and profitability against contracted deliverables.
Oversee resource planning, allocation and demand forecasting to support successful project and programme delivery.
Ensure the availability, performance, and security of the infrastructure platform in line with contractual SLAs.
Oversee day-to-day operations across all technology domains, ensuring consistent and secure service delivery.
Act as a senior escalation point for Major Incidents and complex technical issues impacting the platform.
Ensure robust Change, Incident, Problem, and Configuration Management processes are followed.
Maintain platform documentation, architecture diagrams, and operational runbooks.
Champion continuous improvement initiatives, identifying efficiency gains and implementing operational excellence standards.
Customer & Stakeholder Engagement
Act as primary point of accountability for customer satisfaction, serving as trusted advisor to programme leadership.
Manage escalations, ensuring rapid resolution whilst maintaining professional relationships.
Develop and execute account growth strategies, identifying upsell and cross-sell opportunities within assigned contracts.
Provide strategic and tactical recommendations to support customer security maturity and compliance objectives.
Conduct regular service reviews, presenting performance metrics, risk assessments, and improvement roadmaps.
Manage client expectations proactively, ensuring alignment between delivery and contractual commitments.
Governance, Risk & Compliance
Ensure contractual compliance, regulatory adherence and fulfilment of all security and governance obligations.
Maintain compliance with DXC Personnel Security policies, including Personnel Reliability Framework (PRF) and relevant ITAR/export control regulations.
Lead incident management, providing accurate status reporting and ensuring root cause analysis is completed.
Team Leadership & Development
Lead, develop, and motivate a multi-disciplined team of engineers across Wintel, Linux, Virtualisation, DBA, Storage, Backup, Monitoring, and Tooling functions, fostering a culture of accountability and continuous improvement.
Conduct regular 1-to-1s, performance reviews, and team meetings to maintain engagement and accountability.
Drive capability development and knowledge transfer across the delivery team.
Handle all people management activities including recruitment, onboarding, retention, and performance management.
Foster collaboration across technical disciplines to break down silos and drive unified service delivery.
Manage resource planning, on-call rotas, and capacity to ensure 24/7 platform coverage where required.
Identify skills gaps across all technical disciplines and implement structured development plans.
Ensure engineers maintain relevant certifications and stay current with evolving technologies.
Promote knowledge sharing across the team through documentation, cross-training, and peer learning.
Develop succession plans for key technical and leadership roles within the team.
Security & Compliance
Ensure the infrastructure platform operates within defined security policies, standards, and accreditation requirements.
Oversee patching, hardening, and vulnerability management across all systems.
Support audit and compliance activities, providing evidence of controls and secure operations.
Ensure team adherence to security protocols, particularly within classified or regulated environments.
Financial Management
Maintain financial awareness and accountability for the team's operational budget.
Monitor staffing costs, overtime, training expenditure, licensing, and hardware/software renewals.
Support forecasting and budgeting activities, providing input on resource and cost planning.
Identify cost efficiencies and optimisation opportunities without compromising service quality or security.
Continual Service Improvement (CSI)
Champion a culture of continual improvement across all infrastructure and platform services.
Identify, document, and implement improvement initiatives using data-driven analysis and operational insight.
Maintain and prioritise a CSI register, tracking progress and demonstrating measurable value to the client.
Leverage automation, self-healing, and proactive monitoring to reduce manual effort and improve platform resilience.
Drive adoption of modern practices including Infrastructure as Code (IaC), automated provisioning, and configuration management.
Experience & Expertise
Experience in a service delivery, operations management or programme management role including experience at leadership level.
Proven experience managing complex, multi-stakeholder defence, aerospace or government contracts.
Strong background in SLA management, operational metrics tracking and KPI-driven delivery.
Demonstrated experience managing significant P&L responsibility and financial performance.
Track record of delivering operational excellence and driving continuous improvement in service environments.
Knowledge & Skills
Knowledge of IT service management frameworks (ITIL, ITSM) and best practices.
Experience with enterprise IT infrastructure, cloud services or application support environments.
Proficiency with project and programme management tools and methodologies.
Strong understanding of information security, data classification and personnel vetting principles.
Personal Attributes
Excellent leadership and people management capabilities.
Exceptional communication and stakeholder management skills - able to communicate complex technical and operational issues to diverse audiences.
Strong problem-solving and analytical abilities with attention to detail.
Ability to operate independently and lead in a matrixed environment.
Commitment to integrity, transparency and security-conscious behaviours.
Ability to thrive in a fast-paced, dynamic defence and aerospace environment.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.