IT Operations & Service Lead

The IT Operations & Service Lead ensures the reliability, performance, and security of internal technology and product services. Reporting to the Head of Products, this role provides functional oversight for the IT Support and Level 1/2 Product Support streams. This is a highly dynamic role offering significant autonomy and flexibility. Given the agile nature of the business and the decentralised setup of the Product teams, you will have the freedom to drive operational standards and pivot quickly to meet evolving technical challenges. You will bridge the gap between Product delivery and production stability while maintaining full ownership of the internal corporate IT environment and hands‑on helpdesk delivery.

Key Responsibilities

• Service Oversight & Helpdesk Delivery: Act as the primary lead for IT Support and L1/L2 Product Support, ensuring high standards of service delivery and technical guidance.
• Hands‑on IT Support: Directly execute core helpdesk tasks, including laptop provisioning (imaging/setup), hardware troubleshooting, and general IT enquiries.
• Operational Autonomy: Exercise discretion in organising the support workload, adapting workflows to align with the rapid pace and changing priorities of the Product teams.
• Triage & Escalation: Oversee the flow of issues between Support and the Engineering teams, ensuring effective technical triage and timely resolution.
• Platform Onboarding: Manage the end‑to‑end access lifecycle for developers within Cloud and Dev Platforms, ensuring timely provisioning and de‑provisioning of permissions in line with the 'joiner-mover-leaver' process.
• Cyber Security & Governance: Act as the lead for day‑to‑day cyber security operations, including identity management (IAM), patching, and endpoint protection.
• Risk Mitigation: Identify reliability and security risks, collaborating with Engineering and Product teams to implement practical mitigations.
• Incident Response: Coordinate the technical response to security breaches or major service‑impacting outages.
• Cloud Governance: Act as the primary administrator for Cloud and Dev Platform access (e.g., AWS, Azure), ensuring secure identity management and the enforcement of least‑privilege principles across the ecosystem.
• Engineering Interface & Service Ownership: Act as the 'gatekeeper' for production, ensuring new releases meet 'release‑to‑run' standards before handover from Engineering.
• Service Improvement: Own the Service Improvement Plan (SIP) and drive the permanent resolution of recurring issues through collaboration with Engineering.
• Supplier Management: Oversee relationships with external vendors for product components, IT hardware procurement, and software licensing.

Skills & Experience

• Functional Oversight: Proven experience overseeing IT Support or Product Support functions in a senior or lead capacity.
• Technical Proficiency: Strong hands‑on experience with MacOS/Windows administration, MDM solutions (e.g., Jamf, Intune), and office productivity suites (M365/Google Workspace).
• Service Principles: Expert understanding of availability, reliability, and incident management.
• Collaborative Influence: Experience working effectively as a bridge between cross‑functional Engineering and Product teams.

Behaviours & Cultural Alignment

• Values Driven: You will exhibit and actively promote full alignment with Stellar Omada’s Purpose, Vision and Values.
• Agility: You will demonstrate the ability to work effectively in a fast‑paced, complex, and dynamic environment, utilising your autonomy to deliver results.
• Resilience: You will be a confident, resilient team player who displays a positive and collaborative approach to project delivery.
• Continuous Improvement: You will be passionate about further developing Stellar Omada’s capabilities and have the knowledge and personal drive to suggest improvements and adopt and implement lessons learned.

Desirable

• Hardware Lifecycle Management: Experience managing the full 'joiner-mover-leaver' process and hardware inventory.
• Industry Context: Experience in SaaS, platform, or consultancy environments.
• Technical Awareness: Familiarity with DevOps/SRE practices, including CI/CD awareness and monitoring tools.

This is a ‘hybrid’ working role where you would be required to travel to our Head Office in Edinburgh. PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Stellar Omada are unable to support Visa Applications/Sponsorship.

We look forward to hearing from you.