As the Senior Service Operations & Assurance Specialist, this role acts as the operational integrity authority across Enterprise IT services. The position governs the end-to-end effectiveness of ITIL Service Operations processes through a structured Service Assurance framework.

A data-driven, risk-aware role focused on detection, response, analysis, and risk reduction operate as a unified reliability model — not as disconnected processes.

Requirements

• ITIL V4 certification with foundation as a minimum, with strong knowledge of ITIL v4 across Incident, Major Incident, Problem, Event, Monitoring, Availability, and Continual Improvement.
• Experience governing operational performance in high-availability, engineering environments.
• Experience implementing and governing a Service Assurance framework.
• Familiarity with SRE principles.
• Experience with observability platforms, monitoring, and alerting tooling.
• Strong data analysis capability, including trend interpretation and risk modelling.
• Experience reducing repeat incidents and systemic operational risk.
• Understanding of CI/CD and change governance integration.
• Structured decision-making capability in high-pressure environments.
• Good communication and influencing skills across technical and leadership audiences.
• Experience implementing AIOps or event correlation tooling!
• Experience designing predictive reliability and performance dashboards.
• Exposure to SRE operating models in mature engineering organisations.
• Experience within semiconductor, SaaS, or complex global technology environments.
• Experience in Service Now!

Responsibilities

• Own and evolve Incident, Major Incident, Problem, Event, and Availability Management processes.
• Govern operational integrity, performance standards, and reliability compliance across ITSM practices.
• Present service reliability risk posture and trigger corrective action when thresholds or error budgets are breached.
• Ensure operational processes' function as an integrated, end-to-end reliability system.
• Govern performance against the 15-minute P1 response SLA and monitor MTTR, response quality, and critical issues' effectiveness.
• Drive structured improvements through incident trend analysis and repeat incident reduction, being able to identify patterns in incident response performance.
• Ensure actionable root cause investigations (PIRs) and govern Known Error lifecycle through to permanent resolution.
• Identify and address systemic architectural, process, and change-related risks.
• Optimise monitoring and alerting to improve signal-to-noise ratio and Mean Time to Detect (MTTD).
• Embed AI-assisted triage, correlation, and automation into detection and response workflows.
• Monitor SLA and SLO performance, availability trends, reliability, and error budget consumption aligned and contributing to IT overall service health goals.
• Align reliability insights with engineering backlogs and platform roadmaps.
• Ensure resilience controls (failover, redundancy, disaster recovery) are visible and governed.
• Use data and trend analysis to predict risk, prevent instability, and shift operations from reactive recovery to predictive prevention.

Benefits

• With Arm’s growth trajectory, you’ll have clear opportunities to develop your career, take on new challenges, and make a real impact on our continued success