Fractional Director of Service Operations - Technology Leadership
The Situation
I joined a rapidly growing international organisation that was experiencing challenges around operational consistency, governance, and alignment between technology teams and business objectives. The technology function consisted of approximately 130 colleagues across service operations, architecture, cyber security, and engineering. There was a need to establish a clearer operating model, improve decision-making, and create greater accountability across the organisation.
The Task
I was responsible for leading the technology operations function, defining the target operating model, strengthening governance, and creating an environment where teams could deliver more effectively while supporting organisational growth.
The Action / Approach
I took a holistic approach to transforming the function:
- Conducted a review of organisational structures, processes, governance, and service delivery capabilities.
- Designed and implemented a new operating model aligned to business objectives and technology strategy.
- Introduced a service value stream approach using ITIL 4 principles to improve collaboration and focus on outcomes rather than siloed activities.
- Established governance forums, risk management processes, and technology controls to improve visibility and accountability.
- Delivered leadership workshops and coaching to managers, helping them develop stronger leadership capability and create psychologically safe, high-performing teams.
- Worked closely with executive stakeholders to ensure technology priorities aligned with organisational goals and risk appetite.
The Result
The organisation gained a clear and scalable operating model, improved governance, and greater alignment between technology services and business objectives. Leadership capability increased across management teams, decision-making became more effective, and the technology function was better positioned to support future growth while managing risk appropriately.
