Sobre este puesto de Service Operations Manager en dunnhumby
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, and close collaboration to help our clients grow, innovate, and deliver measurable value for their customers.
dunnhumby employs nearly 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Nestlé, Unilever and Metro.
We are looking for a highly motivated Engineering Manager to lead and evolve our Service Operations function into a modern, observability-led, engineering-focused capability. This role is responsible for ensuring operational excellence across production platforms through proactive monitoring, incident management, service reliability engineering (SRE) practices, automation, and continuous service improvement. The Engineering Manager will lead a team of SevOps and Observability specialists, partnering closely with Product, Engineering, Platform, Infrastructure and Support teams to ensure services are resilient, recoverable, scalable, and aligned with business objectives. The role will drive the transition from traditional operational processes to a telemetrydriven, automation-first operating model.
What you’ll need:
- 15+ years of experience in Engineering, with 7+ years in platform engineering/DevOps/SRE leadership roles.
- Proven success leading large-scale platform transformations in cloud-native environments (preferably GCP and Azure).
- Hands-on and strategic experience with Kubernetes, CI/CD, GitOps, Terraform, Crossplane, Docker, Infrastructure-as-Code, and multi-tenant platform design.
- Deep expertise in platform observability, developer self-service, golden paths, and IDPs such as Backstage.
- Advanced understanding of DevSecOps, compliance automation, and security bydesign principles.
- Proven experience operating large-scale production environments in cloud and hybrid infrastructure.
- Demonstrated success in defining and driving engineering OKRs, metrics based decision making, and cost accountability.
- Strong ability to balance technical depth with cross-functional influence, managing senior stakeholders and C-level engagement.
- A builder’s mindset with a focus on automation, resilience, scalability, and simplification.
- Excellent communication and stakeholder management skills; able to collaborate effectively with teams in India and internationally, and to balance ambition, feasibility and risk.
Key Responsibilities:
Service Reliability & Operational Excellence
- Own the day-to-day operational reliability and availability of business-critical services.Establish and mature SRE practices, including Service Level Objectives (SLOs), Service Level Indicators (SLIs), error budgets, and reliability reporting.
- Drive proactive identification and mitigation of operational risks through telemetry, observability, and data-driven insights. Lead the continual improvement of Incident, Problem, Change, and Major Incident Management processes. Ensure effective operational readiness reviews for new products, features, and platform changes.
Observability & Telemetry Strategy
- Lead the organization's observability strategy across infrastructure, applications, and cloud platforms. Drive adoption and optimization of monitoring, logging, tracing, and alerting capabilities.
- Ensure operational dashboards provide actionable insights and meaningful service health visibility. Establish standards for alert quality, ownership, runbooks, service mapping, and dependency monitoring.
Incident & Crisis Management
- Own Major Incident Management standards and execution. Lead high-severity incident response and stakeholder communications during service disruptions.
- Drive root-cause analysis (RCA) culture and ensure corrective actions are tracked to completion. Reduce recurring incidents through automation, resilience engineering, and preventative improvements.
Automation & Platform Operations
- Promote automation-first operational practices across monitoring, remediation, reporting, and support activities. Partner with Platform Engineering and Infrastructure teams to reduce manual operational effort.
- Drive implementation of self-healing, predictive alerting, and AI-assisted operational capabilities. Continuously improve operational workflows and service efficiency through tooling enhancements.
Engineering Partnership & Release Readiness
- Act as a strategic partner to Product Owners, Engineering Managers, and Platform teams. Ensure operational requirements are incorporated into engineering delivery processes.
- Ensure monitoring, alerting, support documentation, and ownership are in place before production releases.
Governance, Compliance & Risk Management
- Ensure operational processes comply with internal governance, security, audit, and regulatory requirements. Maintain operational standards, policies, and controls.
- Support ISO27001, audit, resilience, and business continuity initiatives. Monitor service risks and develop mitigation plans.
Leadership & People Management
- Lead, coach, and develop a high-performing team of SevOps and Observability specialists. Build a culture of accountability, collaboration, continuous learning, and operational excellence.
- Drive workforce planning, succession planning, and capability development. Foster adoption of modern operational practices, SRE principles, and engineering led service management.
Vendor & Stakeholder Management
- Manage relationships with service providers, technology partners, and operational tool vendors. Work closely with senior stakeholders to align operational priorities with business objectives.
- Provide regular reporting on service health, reliability metrics, operational risks, and improvement initiatives.
What you can expect from us
We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.
You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.
And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process. Please let us know how we can make this process work best for you.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)
