• The Role & Key Responsibilities

  • Job Title: Head of Operational Excellence

    Location: London/Peterborough (Hybrid)

    Contract: Permanent, Full Time
     
     
    We're seeking an experienced Head of Operational Excellence to lead the evolution of service management, support operations and reliability practices across BTS. This role will play a critical part in ensuring our technology services are resilient, scalable and focused on delivering an outstanding user experience. You'll drive modern operational practices and help shape a culture of continuous improvement across the organisation.
     

    What you'll be doing:

    • Define and deliver the Operational Excellence strategy across BTS.
    • Lead service management, support operations and reliability engineering capabilities.
    • Modernise support services through automation, self-service and AI-enabled solutions.
    • Transform the User Support Centre to improve service quality and user experience.
    • Establish and lead Command Centre and major incident management capabilities.
    • Drive operational readiness, resilience and service reliability improvements.
    • Lead post-incident reviews and continuous improvement initiatives.
    • Develop high-performing teams and strategic service partnerships.

     

    What you'll bring:

    • Significant experience leading service management and operational teams in large global organisations.
    • Expertise in ITSM, operational governance and service lifecycle management.
    • Experience modernising service desk functions through automation, AI and self-service capabilities.
    • Knowledge of Site Reliability Engineering (SRE) and reliability-focused operating models.
    • Strong stakeholder engagement and influencing skills.
    • Experience driving operational transformation and cultural change.
    • A passion for service excellence, simplification, automation and continuous improvement.
     

    Location

    Hybrid, a mix of office and homeworking with regular presence in our Peterborough and London locations.

Questions about this role?

If you have any questions about this role or need help applying please contact Taylor Waldon via [email protected].

Supporting your application

We work with a number of ​external partners to ensure ​that our application process ​is as comfortable as ​possible, regardless of your ​circumstances or ​background.

BTS Logo - DT

Head of Operational Excellence

  • All Locations
    Peterborough
Apply

Other jobs like this

  • All Locations
    Peterborough
  • All Locations
    Peterborough
  • All Locations
    Peterborough
  • All Locations
    Peterborough
  • Closing Date:
    06 Nov 2026
  • All Locations
    United Kingdom, Peterborough
  • Position
    Human Resources
  • Type
    Permanent
  • All Locations
    Walsingham
  • Position
    Supply Chain
  • Type
    Fixed Term
  • All Locations
    Peterborough
  • Position
    Project Management
  • Type
    Fixed Term
  • Closing Date:
    30 Nov 2026
  • All Locations
    United Kingdom, Northern Ireland, Armagh
  • Position
    Milk Recorder
  • Advertising Salary:
    Self Employed work - as much or as little as available for, up to £1500 per month
  • Type
    Contractor
  • All Locations
    Cornwall
  • Position
    Area Coordinator
  • Type
    Fixed Term
  • All Locations
    United Kingdom, Dorset
  • Position
    Business Development / Commercial / Sales
  • Type
    Permanent