Service Sustainability Lead

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Anticipated Contract End Date/Length: Approximately 3 months

Work Set Up: Hybrid (3 days per week onsite, mandatory)

Clearance Required: BPSS

Our client in the Information Technology and Services industry is looking for a Service Sustainability Lead to lead the Service Sustainability Programme for a defined technology and service portfolio. The role will focus on improving stability, resilience, recoverability, and control posture, reducing customer impact and operational risk while improving cost-to-serve.

What you will do:

• Own the Service Sustainability Programme plan and roadmap, creating a prioritised backlog covering resilience, technical debt, obsolescence, controls, monitoring, and recoverability.
• Drive delivery across Technology, Product and Application Owners, Operations, Cyber, Risk and Controls, Change, and suppliers to deliver remediation.
• Run programme governance, including steering committees and forums, while managing RAID logs, risks, assumptions, issues, and dependencies.
• Produce clear executive updates, service health dashboards, KPIs, KRIs, and reporting packs.
• Ensure required standards are met, capture supporting evidence, and manage exceptions through time-bound remediation.
• Track measurable benefits, including reduced Severity 1 and 2 incidents, improved availability, reduced vulnerability ageing, improved disaster recovery compliance, and reduced technical debt.
• Influence senior stakeholders to align priorities, secure funding and resources, and remove delivery blockers.
• Develop service health dashboards, governance cadence, RAID logs, dependency plans, resilience evidence, and control uplift plans.
• Coordinate DR test outcomes, monitoring coverage, runbooks, support models, and audit-ready evidence.
• Establish actions, owners, milestones, and evidence to support control improvements and audit readiness.

• Possess 7+ years of experience in technology delivery, service management, operational resilience, or transformation roles.
• Demonstrate portfolio or programme management experience covering planning, milestones, RAID, and dependency management.
• Demonstrate experience with benefits realisation and value tracking.
• Demonstrate practical understanding of operational resilience, recoverability, DR and BCP testing, RTO/RPO concepts, and failover patterns.
• Apply risk-based prioritisation and maintain strong control awareness across evidence, traceability, exception management, and audit readiness.
• Demonstrate confident executive communication, facilitation, conflict resolution, and cross-team alignment skills.
• Translate risk and control requirements into practical delivery actions and communicate delivery considerations to control-focused stakeholders.
• Demonstrate experience working with infrastructure, cloud, and application teams.
• Demonstrate experience coordinating vendors and third parties, where applicable.
• Hold a programme or project management certification such as Agile, PMP, or PRINCE2; beneficial but not mandatory.
• Hold an ITIL certification; beneficial.
• Possess experience in regulated or financial services environments; strongly preferred.

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.