{"id":4041960,"url":"https://alion.io/job/global-operations-director","title":"Operations Director","company":{"id":1771858,"name":"Global","domain":"global.com","url":"https://alion.io/company/global-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Holborn, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-11-10T22:29:32Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T22:29:32Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Accepting applications until:\n11 December 2026Job Description\nOperations Director, Technology\nReporting of the Role\nThis role reports to the Director, Technology: Broadcast, Global Studios and Outdoor Digital\nOverview of job\nThe Operations Director is responsible for leading the operational technology services that underpin Global's broadcast, studio, outdoor and corporate technology environments.\nThe role owns the day-to-day delivery, support, monitoring, reporting and continual improvement of technology services, ensuring they are reliable, responsive and aligned to business needs.\nThe Operations Director leads the teams responsible for Helpdesk, Monitoring & Response, Service Management, Outdoor Digital Service Management and White Glove support.\nAs a senior leader within Technology, the Operations Director is accountable for operational excellence, service performance, incident management, service governance and the user experience across the organisation. The role acts as the operational bridge between technical teams and business, ensuring technology services remain resilient, scalable and fit for purpose.\nThe Operations Director will lead a cultural transformation across operational technology: moving teams towards a more proactive, joined-up and customer-focused way of working. The role will foster shared ownership of service outcomes, open collaboration across functions, and the confident use of data and learning to prevent issues and continually improve the experience of colleagues and the business.\nKey Responsibilities\nOperational Leadership\nLead all operational technology services across Global.\nEnsure the delivery of reliable, resilient and high-performing technology services.\nEstablish and maintain operational standards, procedures and governance.\nDrive a culture of accountability, service excellence and continuous improvement.\nDrive opportunities for the use of AI to improve operational performance and customer service\nAct as the senior operational escalation point for major incidents and service issues.\nEnsure operational readiness for major business initiatives, events and organisational change.\nService Management\nOwn the overall service management framework and operational processes.\nEnsure effective management of incidents, problems, service requests and operational risks.\nDrive continual service improvement through analysis of service performance and trends.\nEstablish and distribute meaningful service reporting and operational metrics.\nEnsure service levels are understood, measured and continuously improved.\nMonitoring & Response\nLead the Monitoring & Response function responsible for proactive monitoring and operational response.\nDrive improvements in observability, alerting and operational intelligence.\nEnsure rapid identification and resolution of service-impacting issues.\nDevelop operational automation to reduce manual intervention and improve responsiveness.\nBuild a data-driven operational culture focused on prevention rather than reaction.\nHelpdesk & End User Support\nLead the Helpdesk function, ensuring a high-quality support experience for colleagues across Global.\nDrive improvements in first-contact resolution, customer satisfaction and service efficiency.\nEnsure support processes evolve to meet changing business and technology requirements.\nChampion user experience and service excellence across all support channels.\nWhite Glove Support\nLead the White Glove service providing excellent support to executive and senior leadership stakeholders.\nEnsure executive technology issues are resolved rapidly and professionally.\nDevelop proactive support and service assurance models for VIP users.\nBuild trusted relationships with senior business leaders and their support teams.\nOutdoor Digital Service Management\nLead operational oversight of Global's outdoor digital estate.\nEnsure effective management of operational partners and third-party suppliers.\nDrive service reporting, performance management and continual improvement.\nEnsure operational service quality supports commercial and business objectives.\nLeadership & Organisation\nLead and develop a multi-disciplinary operational leadership team.\nBuild succession plans and talent pipelines across operational functions.\nLead the cultural change needed to build a unified, accountable and high-performing operations organisation-breaking down silos, encouraging collaboration and continuous learning, and making proactive service ownership and colleague experience central to how teams work.\nEnsure teams have the skills, tools and processes required to support future business growth.\nStakeholder Management\nBuild strong relationships across Technology and the wider business.\nPartner closely with Infrastructure, Commercial Technology and Data teams.\nWork in close partnership with the Cyber Security team to incorporate its security requirements into operational service delivery, coordinate the operational response to cyber incidents, and support timely implementation of agreed remediation actions.\nProvide clear communication during major incidents and business-critical events.\nAct as a trusted adviser on operational service performance and improvement opportunities.\nKey Areas of Accountability\nService availability and reliability\nUser support and experience\nMajor incident management\nOperational risk management\nService reporting and governance\nMonitoring and observability\nOperational automation\nContinual service improvement\nExecutive support services\nOutdoor operational service delivery\nKnowledge, Skills and Experience\nEssential\nSignificant leadership experience in technology operations, service management or infrastructure environments.\nExperience leading large operational teams across multiple disciplines.\nStrong understanding of ITIL and modern service management practices.\nExperience operating within highly available, business-critical environments.\nStrong incident management and operational governance experience.\nProven ability to improve service quality and operational performance.\nExcellent stakeholder management and communication skills.\nExperience managing third-party suppliers and service providers.\nStrong analytical and problem-solving capability.\nExperience leading organisational change and service transformation initiatives.\nDesirable\nExperience within 24/7 media, broadcast, production or entertainment industries.\nKnowledge of observability platforms and operational analytics.\nExperience implementing operational automation and AI-enabled service management.\nUnderstanding of broadcast and media production environments.\nExperience supporting executive and VIP user communities.\nLeadership Behaviours\nThink Big Shapes operational services that can scale with Global's future growth across broadcast, studios and outdoor digital.\nOwn It Takes accountability for service quality, operational performance and business outcomes.\nKeep It Simple Reduces operational complexity and creates clear, efficient and scalable processes.\nBetter Together Builds strong relationships across Technology and the wider business to deliver excellent service outcomes.\nSuccess Measures\nService availability and reliability targets achieved\nImproved colleague satisfaction\nReduction in recurring incidents and service disruption\nFaster incident detection and resolution\nImproved operational efficiency through automation\nPositive executive stakeholder feedback\nStrong service provider performance\nDemonstrable continual service improvement outcomes\nHigh-performing and engaged operational teams","description_format":"text","description_chars":7558,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadcasting","Radio"],"lifecycle":[{"event":"open","at":"2026-11-10T22:29:32Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor 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