Role Objective
The Head of Service sits at the point where Raidiam's engineering work meets our worldwide customers. You will be accountable for ensuring that software reaches customers reliably and safely, that production environments stay healthy, and that when things go wrong, they are resolved quickly and professionally. You are the person who owns the last mile of delivery: the releases, the incidents, the service desk, and the accountability that runs through all of them.
This is not a role for someone who manages process from a distance. You will be in the room during incidents, owning the client communication layer and quarterbacking recovery efforts alongside senior engineering leads. You will inherit a backlog of corrective actions that need driving to closure across teams you do not directly manage. You will be handed a set of OKRs and make them yours.
This is a senior leadership role reporting into the Head of Operations Engineering, working closely with engineering, product, customer success, and leadership teams across a globally distributed SaaS business. You will bring structure and rigour without bureaucracy, and the confidence to hold people to account and the judgement to bring them with you.
Key responsibilities
Service Ownership and Incident Management
Quarterback incident response: own the client communication layer during P1s and major incidents, coordinating with engineering leads and ensuring every stakeholder is informed, never surprised
Foster a culture of fast incident response; drive post-incident reviews to completion, with initial RCAs and full RCAs provided within contractually defined timelines
Ensure corrective actions are assigned, tracked, and chased to closure - across engineering teams you do not manage, using influence and visibility rather than authority
Own the on-call and escalation structure, ensuring the right people are reached at the right time
Service Desk and SLA Management
Own the service desk end-to-end: tooling, processes, SLAs, and team performance
Be accountable for SLA compliance across all client environments; know the numbers, report them, and drive improvement when they slip
Track SLA metrics to support monthly governance and ensure process improvement is a constant focus to protect Raidiam's commercial commitments
Shape monitoring and alerting effectiveness, keeping false positive rates low and ensuring runbooks exist for all production environment events
Release Coordination
Own the client-facing release process: scheduling, communication, and sign-off coordination with customers and internal teams
Partner with the Platform engineering team, who own the release tooling and technical execution, to ensure releases land safely and without surprise for customers
Advocate for improvements to the release process and ensure domain knowledge is documented, accessible, and not dependent on individuals
Measurement and Continuous Improvement
Take full ownership of team and service OKRs: measure them, report them, and drive improvement proactively
Run regular service reviews to inspect key metrics, including cost tracking, and identify trends before they become incidents
Build and maintain a service knowledge base and incident playbooks, ensuring the team operates from a single, consistent source of truth
Team and Stakeholder Leadership
Lead and develop the service team, scaling it in line with company growth, setting clear goals aligned to team and company OKRs
Act as the senior escalation point for customer-impacting issues
Represent service operations in cross-functional planning and roadmap discussions
As a senior leader, you will be expected to model Raidiam's information security standards and corporate policies across your team and the broader organisation
Essential Skills & Experience
The position requires experience in most of the following:
Proven track record leading service or operations functions in a global SaaS business
Strong incident management experience: you have owned the client communication layer during a major outage, run rigorous post-mortems, and driven corrective actions to completion
Demonstrated ability to hold teams to account without direct authority - chasing outcomes across engineering, product, and customer success until things are done
Experience defining, meeting, and reporting on SLAs with enterprise customers
Release and change management in regulated or high-compliance environments
Proficiency with Jira Service Management and PagerDuty, or equivalent ITSM and on-call tooling
Technical background and cloud infrastructure awareness, particularly with AWS: you do not need to be an engineer, but you need to speak the language
Excellent communication skills: able to translate technical issues for non-technical stakeholders and vice versa
Comfortable working remotely across multiple time zones
Firm enough to hold the line; personable enough to bring people with you
Bonus points for
Experience using AI tools to improve productivity, accelerate documentation, and enhance service processes
Familiarity with PKI, Certificate Authorities, and certificate lifecycle management
Knowledge of OAuth 2.0, mTLS, FAPI, or financial-grade API security standards
Experience within financial services, fintech, or other regulated industries
What we think you should know about us
Our remote-first setup is genuinely that - you'll be properly equipped to work remotely from day one. We have office space in central London available for those who want to use it.
We invest in development: every team member has a training budget, allocated study time, and support for industry qualifications. We share knowledge internally and expect that to go both ways.
Our values aren't a poster on a wall. We recognise and reward people who demonstrate them.
What can you expect from us?
37.5 hour working week with flexible hours
25 days annual leave (increasing with length of service), plus bank holidays
Base salary £80,000
Upon successful completion of your probationary period:
Health Cash Plan, Death in Service, Cycle to Work and lifestyle savings discounts
Auto-enrolment in pension scheme with 5% employer contribution
Enhanced maternity, paternity and adoption leave
Enrolment in company equity share option scheme
About Raidiam
Raidiam is the global organisation at the forefront of data sharing technologies that are changing the world. Our mission is to empower every state, industry, and enterprise to benefit from open data exchanges by launching digital ecosystems based on trust. We believe in empowering everyone to share their data safely, securely and simply; in a trusted and consented way; creating the potential to be seamlessly connected to the products and services they need.
With customers in Brazil, UAE, Australia, New Zealand, and the UK, Raidiam has been the enabling force behind the world’s most significant data sharing developments, most notably the Open Finance and Open Insurance ecosystems in Brazil. We continue to be called upon by governments, regulators and businesses to provide advice and technical support to achieve their data sharing ambitions.
This is a UK-based role and does not offer visa sponsorship. You must be legally able to work in the UK and will be asked to confirm this upon applying.
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