Role Overview
We are seeking an experienced professional to join our organisation as a Data Operations Lead to oversee the day-to-day business operations of the Enterprise Data Warehouse (EDW).
This role sits within the Business function and serves as a critical bridge between business stakeholders and Technology teams, ensuring the delivery of reliable, secure, and efficient data services. The incumbent will be responsible for driving operational excellence, strengthening service governance, and enhancing user experience across enterprise data platforms, while ensuring compliance with regulatory and internal control requirements.
Key Responsibilities
User Access & Compliance
- Oversee user access management for EDW, ensuring adherence to internal policies and regulatory standards
- Conduct periodic access reviews, maintain audit trails, and drive remediation actions
- Act as the key liaison for internal and external auditors on access and control matters
Service Request & Incident Management
- Manage end-to-end service request and incident processes, including intake, triage, and resolution
- Monitor SLA performance and ensure timely issue resolution in collaboration with IT teams
- Escalate critical or recurring issues and drive root cause remediation
Service Performance & Reporting
- Define and track key service metrics (e.g., turnaround time, resolution rates, user satisfaction)
- Develop dashboards and reporting to provide visibility to management
- Partner with IT to continuously enhance service performance and user experience
Audit & Risk Management
- Support audit engagements by providing documentation and evidence of controls
- Ensure compliance with data protection, security, and governance requirements
- Coordinate timely responses and remediation of audit findings
Change & Release Management
- Support change and release activities related to EDW enhancements and upgrades
- Ensure effective user communication, training, and adoption planning
- Work with IT to minimise operational disruption during change implementation
Service Governance
- Establish and manage Service Level Agreements (SLAs) with Technology teams
- Monitor SLA adherence and drive accountability for service delivery
- Act as the business owner for service quality, driving continuous improvement initiatives
Key Requirements
- Bachelor's degree in Information Systems, Business, Data Management, or related discipline
- Minimum 8 years of experience in data operations, service management, or business/IT support roles
- Strong understanding of enterprise data warehouse environments and access management practices
- Proven experience in service governance, SLA management, and performance reporting
- Hands-on experience working with IT support teams, audit/compliance processes, and change management
- Familiarity with ITIL or service management frameworks is an advantage
- Experience in regulated industries (e.g., financial services) is preferred
- Exposure to data governance, data quality, or metadata management is a plus
Key Competencies
- Strong operational and service management discipline
- Excellent stakeholder management and communication skills
- Ability to bridge business and technical teams effectively
- Strong analytical and problem-solving capabilities
- High attention to detail with strong risk and control awareness
- Proactive, results-driven and customer-focused mindset
- Ability to manage multiple priorities in a fast-paced environment
