Analyst

Role Overview

The Engineering Delivery & Service Governance Lead ensures end-to-end visibility, governance, and continuous improvement across the software delivery lifecycle, from release readiness to post-production stability.

The role focuses on driving delivery transparency at release level, ensuring effective L3 incident management and SLA compliance, enforcing structured problem management and resolution tracking, and leading performance issue governance as a key priority.

Operating at the intersection of PMO governance, engineering delivery, and service operations, the role ensures that all activities are traceable in Azure DevOps, measurable through Power BI, and visible via SharePoint dashboards, enabling data-driven decision-making and proactive escalation.

Key Responsibilities

1. Release Visibility & Delivery Governance

Act as the central coordination point for release visibility, ensuring a clear and consistent view of what is delivered in each release. This includes consolidating a structured summary of relevant delivered scope (features, fixes, performance improvements), key dependencies across teams and providers, testing status, and known issues or pending defects.

Ensure consistent communication to stakeholders and maintain full traceability between delivered items and Azure DevOps work items.

2. L3 Incident Management Oversight

Govern the end-to-end lifecycle of L3 incidents, ensuring adherence to defined processes and clear ownership. Drive improvements in MTTR across all priorities, with a strong focus on SLA compliance for P1/P2 incidents and backlog reduction for P3/P4.

Ensure correct categorisation, prioritisation, and escalation handling, while enforcing alignment with the incident-to-problem management flow.

3. Problem Management & Resolution Tracking

Oversee problem records based on priority and business impact, ensuring proper linkage between incidents, problems, and Azure DevOps work items.

Follow up on implementation progress and validate both resolution and effectiveness of fixes. Proactively identify delays, risks, or prioritisation gaps and escalate when required to ensure timely resolution.

4. Performance Issues Governance (Key Focus Area)

Lead the governance of performance-related topics across the programme, ensuring all issues are properly tracked in Azure DevOps with clear ownership, up-to-date progress, and auditable information.

Drive structured follow-up across teams to remove blockers, ensure continuous progress, and escalate when arbitration or prioritisation decisions are required. Promote performance improvement as a top operational priority.

5. Reporting, Data Integration & Tooling (Power BI / SharePoint / ADO)

Own the design and evolution of Power BI dashboards to provide reliable KPI tracking and automated visibility of progress.

Ensure consistent integration between Azure DevOps (source of truth), SharePoint (visibility layer), and service management tools (e.g. BMC Helix), enabling a data-driven governance model with full traceability and consistency across platforms.

6. Continuous Improvement & Governance

Identify trends and systemic issues across incidents, problems, and performance topics, and drive continuous improvement initiatives.

Ensure adherence to defined processes and governance standards, while supporting leadership decision-making through clear, structured, and actionable reporting.

Required Skills & Experience

Core Competencies

• Strong PMO / governance experience in complex IT programmes
• Proven ability to drive follow-up, accountability, and execution across multiple teams
• Excellent stakeholder management and escalation handling
• Technical & Functional Skills - Solid understanding of Software Development Lifecycle (SDLC) and ITIL processes (Incident & Problem Management)
• Hands-on experience with Azure DevOps, Power BI, and SharePoint
• Ability to translate technical topics (performance issues, defects, APIs) into structured and meaningful reporting

Analytical & Delivery Skills

• Strong analytical mindset focused on data quality, KPI definition, tracking, and root cause visibility
• Experience driving continuous improvement initiatives in engineering or service environments
• Behavioural Profile
• Highly structured and detail-oriented, with strong ownership and accountability
• Proactive in driving follow-ups and challenging teams when needed
• Comfortable escalating risks and ensuring decisions are taken
• Strong communication skills, able to adapt messaging to engineering teams, product owners, and leadership