SME - Azure DevOps, Terraform

Job Summary

Customer Journey Manager (CJM) - Grade F DevOps Services Lab | Engineering Platform | CIO Enabling Services Role - x 1 resource Location - Hyderabad Role Purpose We are seeking a hands-on Customer Journey Manager (CJM) to lead the definition, design and continuous improvement of end-to-end developer journeys across the DevOps Services Lab. This is not a traditional customer experience or business analysis role. The successful candidate will bring a blend of DevOps knowledge and customer-centric design expertise, enabling them to:

• Understand the day-to-day experience of engineers and developers.
• Translate real-world pain points into practical, scalable platform improvements.
• Shape the DevOps Services Lab roadmap to deliver measurable improvements in developer experience and platform adoption. You will play a critical role in ensuring we build the right capabilities, in the right way, for our customers

Key Responsibilities

1. Own and optimise end-to-end developer journeys

• Lead the mapping, analysis and improvement of key DevOps journeys, such as pipeline creation, onboarding and release to production.
• Identify friction, duplication and waste across tooling, processes and controls.
• Define target-state journeys aligned to platform strategy and DevOps principles. 2. Shape the DevOps Services Lab roadmap Act as a key influencer of the platform roadmap, ensuring that customer journeys are clearly represented in prioritisation decisions and that investment is aligned to genuine customer pain points and adoption blockers. Translate journey insights into:
• Clear problem statements
• Sequenced improvement opportunities
• Measurable experience outcomes 3. Bring deep DevOps credibility Use hands-on knowledge of CI/CD, pipelines, controls automation and platform tooling to:
• Validate journey designs against real engineering workflows
• Challenge assumptions and avoid theoretical or unimplementable solutions
• Engage credibly with engineers, Product Owners and platform teams
• Ensure decisions are grounded in practical delivery reality 4. Drive customer-centric design and insight Lead journey mapping workshops, research sessions and feedback loops with engineering teams. Combine qualitative insight, including user feedback and pain points, with quantitative signals, such as adoption and flow efficiency where available, to drive continuous improvement. 5. Lead and develop the CJM capability Act as a hands-on leader within the CJM chapter and coach Band E CJMs and wider teams on:
• Journey mapping best practice
• Customer-centric thinking
• Effective stakeholder engagement Help define standards, tooling and ways of working for CJMs across the Platform. 6. Align with strategic direction Ensure all journey improvements align with:
• Connected toolchain strategy, including Harness, GitHub and SAR
• Platform standardisation and simplification goals
• Controls automation and compliance-by-default principles Provide a clear line of sight from journey improvements to platform strategy and business outcomes.

Skill Requirements

Skills, Knowledge and Experience Essential experience

• Strong experience in DevOps and platform engineering.
• Strong understanding of CI/CD pipelines, build and release processes, and developer workflows.
• Proven ability to map and optimise complex processes or journeys.
• Experience influencing product or platform roadmaps.
• Excellent stakeholder management skills across technical and non-technical audiences. Critical capability The successful candidate must bring a blended skillset across both of the following areas: DevOps practitioner mindset
• Able to understand how engineers use the platform in practice
• Credible in technical discussions Business analysis, user experience and journey mapping expertise
• Able to visualise and communicate end-to-end journeys
• Strong at identifying pain points, value and improvement opportunities This is a hybrid role; candidates who are strong in only one dimension are unlikely to succeed. Leadership behaviours
• Demonstrates ownership beyond their immediate remit
• Influences direction without relying on hierarchy
• Brings clarity to complex problems and ambiguity

Other Requirements

Acts as a thought leader in developer experience across the Platform Key outcomes

• Reduction in developer friction across key journeys
• Improved adoption of the strategic toolchain
• Clear alignment between the roadmap and customer needs
• Tangible improvements in flow, usability and time to delivery
• Growth and maturity of the CJM capability within the Platform Summary This role is about turning DevOps strategy into lived customer experience. The successful candidate will ensure that the platform is not only technically sound, but also intuitive, efficient and genuinely valued by engineers.