Data and Digital Operations Lead

Working at Ito

We're a mission-driven, remote-first team of 60+ people with a passion for improving the passenger experience of millions of travellers. We are interested in talented, curious people that share our mission and love data as much as we do.

What we do

Every day Ito supports millions of passengers around the world as they journey by public transport. Public transit networks are the backbone of zero emission, low congestion mobility. Our world-class intelligent data services and analytics transform transit networks and improve passenger experiences. Our clients include Google, Apple, Microsoft and public sector organisations such as the Department of Transport and Transport for West Midlands.

The role - Data and Digital Operations Lead

As Data and Digital Operations Lead, you will focus on helping our customers achieve their goals and ensure a brilliant level of service from Ito.

We are structured to support three distinct customer groups with different needs: Local Authorities and Transport Operators, Journey Planners, such as Apple and Google, and Central Government (DfT)

As we grow, the split of work across teams will vary, so we are looking for someone who can adapt to those changing priorities.

This role will have overall responsibility for all data operations across these three teams (10-15 FTEs) and ITIL-aligned digital operations 2-4 FTEs (dependent on growth) with a total of 3-5 direct reports

What you'll do:

• Lead all areas of global customer operations and support services (predominantly monitoring, incident, problem, and change management) ensuring we meet our contractual obligations and deliver on our customers' expectations, aligned with the ITIL 4 framework
• Take ownership of all tracking and reporting for customers based on contract performance, customers' objectives, SLAs, and KPIs. In addition, refresh our CSAT and NPS monitoring
• Serve as the key escalation point for high-level and complex support
  issues, demonstrating sound judgement in problem-solving and decision-making and data and technology expertise
• Proactively communicate directly with our customers, and take accountability for service reviews, new releases and, other customer governance mechanisms (e.g. Change Advisory Boards)
• Lead a programme of continuous service improvement that delivers both an ever-improving service and outstanding customer experience
• Build our automation capability and leverage AI to help improve the quality and speed of responses, increasing operational efficiency over time and reducing the overall cost-to-serve
• Define operating processes, documentation and best practice - develop and direct best practices across the team that foster agility, innovation, productivity and quality of output.
• Directly line manage and mentor 3-5 senior engineers/analysts, and oversee a team of around 20, fostering excellent communication and collaboration within the team and with other departments
• Ensure the team has appropriate technical competencies, skills, and behaviours and develop the team to support future growth and realisation of our technology and product roadmaps, and territory expansion, including taking ownership of the team's training, learning, and upskilling (in collaboration with our Head of People Operations)

What you'll need to demonstrate:

• Technical ability - you understand modern, cloud-native technology platforms, complex data pipelines, and have hands-on experience in automation, preferably in engineering and testing
• Cultural Alignment - you'll have a passion for people and care deeply about our data operations culture and the team's wellbeing and development.

• Customer focus- you have deep experience supporting customers in a B2B / Enterprise context and understand the importance of aligning to customer outcomes
• Experience managing teams, ideally aligned to ITIL 4 service management function
• Transit experience a plus

Key Skills and Experience:

• Experience leading B2B service management functions
• ITIL certified (preferably ITIL 4, although we can sponsor that training on the job if required)
• Experience working with complex data platforms, preferably in transit
• Hands-on experience working with software (either through technical incident resolution or in build/test)
• Experience automating manual operational tasks
• Exposure to (and some use of) AI, predominantly LLMs
• Experience delivering project-based work and BAU service operations
• Experience in customer onboarding
• Experience in managing team capacity and managing resources (at least 5 FTEs)

Technical Skills:

• Python (beginner)
• SQL (intermediate)
• Automation tools and technologies (from Zapier up)
• Exposure to LLMs and AI
• Microsoft Suite
• Exposure to cloud-native platforms, preferably AWS

What we offer

• Competitive salary
• 25 days' holiday + 1 'Value you' day
• Remote-first environment
• Private health insurance
• Life assurance - 3 x salary
• Employer pension contribution (enhanced after 2 years' service)
• Wellbeing and Employer Assistance programme
• Option to swap up to 5 UK bank holidays to celebrate a festival of your choice
• Enhanced parental leave
• 1 day off to celebrate your child's first birthday
• Summer Fridays early finish

Equity, diversity, and inclusion at Ito

At Ito World we believe diverse perspectives make for a better company and better products too. We strongly encourage applications from underrepresented groups and are committed to equality and inclusivity in our hiring processes and company culture.

Research from Harvard Business Review suggests that women and people from under-represented groups are less likely to apply for a role if they don't meet 100% of the requirements. We do not expect candidates to meet all listed requirements, so please do apply if you believe your experience and skills to be relevant or transferrable.

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