IT Platform Services Manager

Important High Level Summary Notes

Please read the below high-level overview carefully, and if this position is of interest please contact me directly for a chat - my details are below:

Lorenz Pasch - 07863107173 or lorenz.pasch@hays.com

For this role, you must be able to demonstrate:

• End-to-end ownership of enterprise platform services (not projects or products)
• Accountability for service performance (SLAs, SLOs, KPIs), stability, and lifecycle management
• Experience operating within ITSM frameworks (incident, problem, change, release governance)
• Ownership of service governance, reporting, and continuous improvement at scale
• Exposure to vendor-managed services and supplier governance
• Experience managing small-scale platform changes (config, workflow, access), not engineering delivery

If your experience does not include the above, this role will not be a match.

The Role A unique opportunity to join Hays, a FTSE 250 recruitment leader with a global footprint, undertaking a bold technology strategy focused on modernisation, digitalisation and innovation to power progress through people and market-leading technology.

This role is responsible for the end-to-end ownership of a global data/analytics platform service domain, ensuring performance, stability, governance, and continuous improvement. You will sit between Technology Operations, Architecture, and business stakeholders, ensuring that platform services are well-governed, aligned to enterprise standards, and delivering measurable value. This is a service ownership role, not an engineering or product position.

What You'll Own

Service Ownership & Performance: Own service performance end-to-end, ensuring availability, reliability, and KPI/SLA achievement across the platform domain.

Governance & Service Lifecycle: Define and maintain governance frameworks across incidents, problems, changes, and releases. Drive service maturity and consistency globally.

Platform Change Oversight: Own and govern small-scale platform changes including configuration updates, workflows, and access models. Ensure changes are controlled, tested, and aligned with standards.

Vendor & Supplier Management: Manage managed service providers and ensure vendor performance, compliance, and accountability.

Cost & Demand Management: Own budget visibility, cost transparency, and consumption optimisation.

Align demand, capacity, and delivery priorities: Stakeholder & Cross-Functional Alignment Partner with Architecture, Security, PMO, and regional teams to ensure services are aligned with enterprise direction and business needs.

Reporting & Insight: Deliver executive-level reporting, service dashboards, and performance insights to drive informed decision-making.

What We're Looking For

You will bring experience from complex, enterprise-scale environments where platform services are globally distributed and business-critical.

Key experience includes:

• Ownership of platform or domain-level services (cloud, data, SaaS, or infrastructure platforms)
• Strong grounding in IT service management (ITIL) and operational governance
• Experience defining and managing SLAs, SLOs, KPIs, and service performance frameworks
• Exposure to vendor-managed environments and supplier governance * Strong stakeholder management across Technology, Architecture, and business functions
• Ability to operate above delivery, influencing outcomes rather than executing tasks

Why This Role?

• Ownership: End-to-end accountability for a critical global platform domain
• Visibility: Regular engagement with senior stakeholders and cross-functional leaders
• Impact: Direct influence on service performance, cost, and user experience
• Complexity: Operate across multiple regions, vendors, and service layers

Package Competitive salary + bonus + benefits aligned to the scope and seniority of the role

Contact

Lorenz Pasch - 07863107173 or lorenz.pasch@hays.com

#4784700 - Lorenz

• End-to-end ownership of enterprise platform services (not projects or products)
• Accountability for service performance (SLAs, SLOs, KPIs), stability, and lifecycle management
• Experience operating within ITSM frameworks (incident, problem, change, release governance)
• Ownership of service governance, reporting, and continuous improvement at scale
• Exposure to vendor-managed services and supplier governance
• Experience managing small-scale platform changes (config, workflow, access), not engineering delivery

If your experience does not include the above, this role will not be a match., You will bring experience from complex, enterprise-scale environments where platform services are globally distributed and business-critical.

Key experience includes:

• Ownership of platform or domain-level services (cloud, data, SaaS, or infrastructure platforms)
• Strong grounding in IT service management (ITIL) and operational governance
• Experience defining and managing SLAs, SLOs, KPIs, and service performance frameworks
• Exposure to vendor-managed environments and supplier governance * Strong stakeholder management across Technology, Architecture, and business functions
• Ability to operate above delivery, influencing outcomes rather than executing tasks

• Visibility: Regular engagement with senior stakeholders and cross-functional leaders
• Impact: Direct influence on service performance, cost, and user experience
• Complexity: Operate across multiple regions, vendors, and service layers

Package Competitive salary + bonus + benefits aligned to the scope and seniority of the role