Service Transition & Operational Resiliency Leader

This is an Individual Contributor role and HYBRID (2 days/week in office at 4100 Gorgon Baker Road). Remote is not an option.

As a Service Transition & Operational Resiliency Leader, you will be responsible for driving excellence across the Service Transition function as well as play a pivotal role in ensuring technology and business services are introduced or changed to production with stability, control, and measurable business value. This role will lead the operational and governance pillar of the Service Transition team, complementing the Lead Engineer who focuses on the technical and automation pillar.

Together, the Service Transition Lead and the Engineering Lead will create a unified leadership model that connects business strategy, operational performance, and technology enablement. The Service Transition & Resiliency Lead will own Operational Excellence, KPI and metrics governance, and portfolio health oversight – embedding a culture of accountability, data-driven decision-making, and continuous improvement across all transitions and operational processes.

• Lead the Operational Excellence program for the Service Transition function, focusing on process standardization, efficiency, and control
• Strengthen the governance framework of Operational Readiness across projects, E&P service delivery teams, and production support teams, ensuring consistent adherence to enterprise technology standards, practices, and operating models
• Enhance and manage the KPI and Metrics framework for Service Transition – tracking portfolio health, process efficiency, readiness quality, and post Go-Live performance
• Lead the creation and delivery of executive-level reporting – providing transparency into Service Transition performance, key risks, and operational trends
• Drive continuous improvement through metric-based insights; identify bottlenecks, optimize workflows, and prioritize automation opportunities in partnership with the Lead Engineer
• In partnership with Senior Manager, develop and maintain a multi-year roadmap for Service Transition, embedding automation, predictive data-analytics capabilities, and AI-assisted decision-making opportunities to improve speed and accuracy
• Partner with senior leaders and cross-functional teams – from Delivery and Engineering to Risk & Compliance, Security, Service Management and other stakeholder groups to ensure cohesive, organization-side alignment throughout the service lifecycle.
• Provide leadership to the Service Transition team to foster a culture of accountability, performance, and innovation
• Represent the Service Transition domain in boarder technical forums, steering committees, and enterprise governance bulletins
• Broader work or accountabilities may be assigned as needed

• Bachelor Degree in Engineering
• Ideally Certified ITIL/ITSM
• 8+ years of experience in Service Transition, Operational Readiness, or IT Service Management (ITSM) within a large enterprise or financial institution
• Strong understanding of ITIL framework (v5 preferred), particularly Service Transition and Service Operations domains
• Strategic understanding of cloud ecosystems (AWS, Azure) and how cloud architecture, resiliency patterns, and service models influence operational readiness and service transition
• Demonstrated ability to define multi-year operational strategies, maturity roadmaps, or transformation programs
• Experience with technology resiliency practices, including disaster recovery planning, failover testing, business continuity integration, or operational risk management
• Experience using data to drive decision-making, identify bottlenecks, and influence improvement strategies for the team
• Experience leading organizational change initiatives or implementing new operational models across multiple teams or areas
• Proven ability to influence senior leaders, drive alignment across diverse stakeholder groups, and navigate complex enterprise structures
• Demonstrated success leading cross-functional teams through complex service launches, technology changes, or operational transitions
• Experience with process automation, workflow tools, or Power Platform
• Exposure…