Operations & Support Lead

We are seeking a proactive and service-oriented Operations & Support Lead to support the delivery and ongoing operations of a learning technology project deployed at the customer’s site. The successful candidate will represent the vendor team onsite and serve as the primary operational liaison between the customer, project stakeholders, technical teams, and support vendors.

The role requires strong operational management capabilities, stakeholder engagement skills, and experience managing support services within a structured and customer-facing environment.

Key Responsibilities:

Operations & Service Management

Oversee day-to-day operational support for the learning technology platform and associated systems

Monitor system performance, service availability, and operational issues to ensure continuity of services

Coordinate operational readiness activities for system enhancements, releases, and maintenance activities

Develop, review, and maintain operational procedures, workflows, and support documentation

Ensure operational processes comply with organisational policies, governance standards, and service requirements

Support business continuity and operational resilience initiatives

Incident & Support Management

Serve as the primary onsite coordination point for operational and support-related matters

Manage incident reporting, issue tracking, escalation, and resolution processes

Coordinate with technical teams, infrastructure teams, and third-party vendors to ensure timely issue resolution

Monitor service delivery against agreed service level agreements (SLAs) and key performance indicators (KPIs)

Provide timely updates and communication to customer stakeholders on operational incidents and service matters

Drive continuous improvement initiatives to enhance operational efficiency and user support experience

Stakeholder & Vendor Management

Work closely with customer stakeholders, business users, project managers, and technical teams to support operational requirements

Build and maintain positive working relationships with customer representatives and key stakeholders

Coordinate with internal delivery teams and external vendors to ensure smooth service delivery

Support operational governance activities including meetings, reporting, audits, and service reviews

Assist with change management, user engagement, and adoption activities where required

Reporting & Continuous Improvement

Prepare operational reports, incident summaries, service performance dashboards, and management updates

Analyse operational trends and recommend improvements to strengthen service delivery and support processes

Support audit, compliance, and risk management activities in accordance with customer requirements

Maintain accurate operational records, support logs, and documentation

Qualifications & Experience

Bachelor’s degree in Information Technology, Information Systems, Education Technology, Business Administration, or a related discipline

At least 5 years of relevant experience in operations management, service delivery, or support functions

Experience supporting enterprise digital platforms, cloud-based systems, or Learning Management Systems (LMS)

Experience managing vendors, support teams, and cross-functional stakeholders

Familiarity with structured project delivery and governance environments

Certifications

Mandatory

ITIL Foundation Certification (or equivalent certification in IT Service Management)

Preferred / Good-to-Have

Microsoft Azure certification (e.g. Azure Fundamentals, Azure Administrator, or related cloud certification)

Project management certifications such as PMP, PRINCE2, Agile, or Scrum certifications

Relevant certifications in service management, operations, or enterprise platforms

Learning Management System (LMS) platform certifications will be advantageous

Competencies & Skills

Strong organisational, coordination, and stakeholder management skills

Good analytical and problem-solving capabilities

Strong communication and interpersonal skills

Ability to manage multiple priorities in a fast-paced environment

Service-oriented mindset with attention to operational quality and user experience

Proficiency in operational reporting and documentation