Operational Excellence Manager

Overview

Job Title
:
Operational Excellence Manager
Location
:
Peterborough

Are you passionate about driving operational excellence in complex IT environments? Do you enjoy bringing clarity, accountability and continuous improvement to multi-vendor services, using data, insight and modern technology?

ABF Business Technology Services are looking for an Operational Excellence Manager to play a pivotal role in shaping how we govern, assure and continuously improve IT services across a global, multi-vendor landscape. Working closely with Service Delivery, Business Partners and senior stakeholders across the Group, you’ll help ensure our services deliver measurable value, an excellent customer experience, and align tightly to ABF’s strategic goals.

• Establishing and owning governance, performance and operational excellence frameworks across internal teams and external partners
• Assuring service quality by defining, monitoring and challenging cross-vendor SLAs, KPIs and XLAs, holding partners to account where required
• Acting as a unifying assurance function across a complex multi-vendor environment, helping remove silos and strengthen collaboration
• Working with Service Delivery Managers, Service Owners and Business Partners to deliver frictionless, customer-focused IT services across cultures and geographies
• Identifying, prioritising and driving continuous improvement initiatives using data, automation, AI and modern improvement techniques
• Creating clear, executive-ready dashboards and insights that bring together internal and supplier performance data
• Benchmarking suppliers and internal services to identify opportunities for improvement and value realisation
• Ensuring operational improvements align with wider business strategy, translating objectives into measurable business outcomes

• Proven experience in operational excellence, business performance or continuous improvement within an IT environment
• Experience designing and embedding governance, quality and performance frameworks in a multi-vendor environment
• Strong analytical and problem-solving capability, with experience using data visualisation tools (e.g. Power BI), translating data into meaningful insights and decisions
• Working knowledge of ITIL v4, Lean and modern improvement approaches that leverage data, automation and AI
• Familiarity with major ITSM tools such as Service Now (desirable, not essential)
• Excellent communication and stakeholder management skills, with the ability to build trust at all levels of the organisation
• Commercial awareness and the confidence to challenge constructively and hold partners accountable

Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.