Service Reliability Lead (100%) - Digital Transformation

About the role

Julius Baer's IT Digital Transformation (DT) is making Service Reliability a strategic capability across its global delivery organization. As Service Reliability Lead, you will define, drive and continuously improve reliability practices across six Agile Release Trains (ARTs), so teams can build and operate resilient, observable and business-critical services. Reporting to the Head of Shared Delivery & Services, you will be the central point of contact for Service Reliability across DT and partner with ARTs, Operations, Engineering, Product Management, Risk & Compliance and senior leadership.

Key responsibilities

• Establish and evolve the Service Reliability framework, including principles, standards, governance and best practices aligned with SRE and ITSM
• Drive adoption of reliability practices across six global ARTs while keeping ownership within delivery teams
• Define practices for service resilience, availability, recoverability and operational readiness, and co-establish SLIs, SLOs, SLAs and error budget frameworks
• Facilitate operational readiness reviews and production acceptance assessments, and analyse production incidents and telemetry to find improvement opportunities
• Co-create the observability and end-to-end monitoring strategy, and design dashboards showing service health and reliability trends
• Coach ARTs, Engineering Leads, ITSOs and Product Managers on reliability concepts, methodologies and tooling, and share knowledge across DT
• Act as trusted advisor to senior stakeholders, giving data-driven recommendations and insights on reliability performance and risks
• Evolve production KPIs, reduce production incidents and improve availability, and contribute to the future vision of the Service Reliability Practice

Required profile

• Proven experience in Service Reliability, SRE, Production Operations, Service Management or a related function in large-scale enterprise environments
• Experience establishing strategies, frameworks and governance models, and defining and managing SLAs, SLOs, SLIs and error budgets
• Hands-on experience with Agile Release Trains and scaled agile delivery organizations
• Ability to work in globally distributed, multicultural environments and to influence both technical and executive audiences

Required skills

• Strong understanding of ITSM, observability, monitoring and service health management
• Practical experience with Dynatrace, Splunk, ServiceNow, Jira and Confluence
• Experience with Grafana, Prometheus or similar tools is advantageous