Head of Delivery Excellence - Platform Operations and Service Assurance

Head of Delivery Excellence - Platform Operations and Service Assurance

Hansen Technologies (ASX: HSN) is a global software and services provider, serving energy, water/utilities, and telecommunications industries. With customers in 80+ countries, we foster collaboration across 26 global offices. From 5G advancements to renewable energy transitions, we empower customers to overcome challenges, innovate, and drive new business models.

At Hansen, we are also embedding AI enablement across our operations. From automating workflows and enhancing service delivery, to driving innovation in customer solutions, AI is shaping the next chapter of how we support our clients. With a focus on operational excellence and innovation, Hansen is using AI not just as a tool, but as a strategic enabler to deliver smarter, faster, and more resilient solutions for the future.

This is full-time onsite role in Hammersmith, London.

Why This Role Matters

As Head of Platform Operations & Service Assurance, you will own the operational health, reliability, resilience and supportability of the Customer’s platform. You will lead the transformation from a reactive support function to a proactive, operationally mature service organisation, ensuring issues are identified and resolved before customer impact. This role is critical in improving platform availability, operational readiness, service governance and customer confidence while enabling engineering teams to focus on innovation and value creation.

What You’ll Do

• Own platform reliability, availability and service performance across production environments.
• Lead major incident management, service restoration and escalation activities.
• Drive monitoring, observability and alerting strategies using tools such as Dynatrace and Davis AI.
• Lead problem management and continuous service improvement activities.
• Develop operational capability across teams in AWS, databases, Java services, infrastructure and service management.
• Partner with internal teams, customers and third-party vendors to ensure service excellence, compliance and risk management.
• Lead Service Desk, Monitoring Analysts, Incident Management and Production Support functions.

What You Bring

• Proven experience in platform operations, service assurance, systems operations and reliability management.
• Experience leading major incident response and operational support teams.
• Knowledge of monitoring and observability platforms, including Dynatrace.
• Strong stakeholder management, leadership and coaching skills.
• Understanding of AWS operations, databases, infrastructure services, networking fundamentals and enterprise applications.
• Experience managing service governance, audits, business continuity and disaster recovery initiatives.

Why Join Us?

At Hansen, you'll be part of a diverse, inclusive, and collaborative global team. Our culture is built around values such as People and Family, Treat It Like It's Your Own, Focused and Committed, and One United Team. We look for people who are curious, respectful, engaged, and keen to work across geographies with talented teams.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Visit our website at hansencx.com for more information.

Data Privacy Notice

By applying to this role, you consent to Hansen collecting, processing, and storing the information you provide for recruitment purposes. You also agree that your details may be securely retained in our talent database for future opportunities and reference in accordance with applicable data protection regulations.

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