Operations Command Centre Lead

Operations Command Centre Lead

Role Purpose

Lead the Operations Command Centre and manage the Incident Management function across a complex multi-provider environment. The OCC Lead is accountable for operational command, team leadership, consistent incident handling, rapid restoration of business services, stakeholder communication, shift governance, and continuous improvement. The role provides direction to Incident Managers and Major Incident Managers, ensures adherence to agreed processes and service commitments, and serves as the senior operational escalation point for high-impact or prolonged incidents.

Required Experience and Knowledge

• Substantial experience in incident management, major incident management, operations command, or service operations within a complex multi-provider environment.
• Proven experience leading Incident Managers, shift-based operational teams, or a command centre function.
• Strong practical knowledge of ITIL incident, major incident, problem, change, service level, event, crisis, and continual improvement practices.
• Experience coordinating cross-functional technical teams during customer-impacting and business-critical outages.
• Working knowledge of IT service management platforms, monitoring and observability tools, collaboration platforms, dashboards, and mass-notification channels.
• Ability to interpret business impact, technical information, service dependencies, contractual commitments, and operational risk under pressure.
• Experience with executive communications, service reviews, post-incident governance, root cause analysis, and provider performance management.
• Experience in regulated, high-availability, customer-facing, or transaction-intensive environments is advantageous.