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IT Digital Transformation (DT) is establishing Service Reliability as 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), enabling teams to build and operate resilient, observable, and business-critical services. Reporting to the Head of Shared Delivery & Services, you will serve as the central point of contact for Service Reliability across DT and partner closely with ARTs, Operations, Engineering, Product Management, Risk & Compliance, and senior leadership. Your mission is to establish a reliability‑first culture by combining Site Reliability Engineering (SRE) principles, IT Service Management (ITSM) practices, observability, end-to-end monitoring, and operational governance. This is a highly visible role requiring a combination of technical expertise, operational excellence, stakeholder management, and organizational leadership. You will define and co‑establish reliability standards, enable teams to adopt them, and build a Service Reliability practice that scales across the DT organization.
YOUR CHALLENGEService Reliability Strategy & FrameworkEstablish and continuously evolve the Service Reliability framework across DTDefine reliability principles, standards, governance,



and best practices in alignment with SRE and ITSM methodologiesDrive adoption of reliability practices across six global ARTs while ensuring clear ownership remains within the delivery teamsAct as DT's central authority and subject matter expert for Service ReliabilityReliability Engineering & Operational ExcellenceDefine and drive practices for service resilience, availability, recoverability, and operational readinessCo‑establish and continuously improve Service Level Indicators (SLIs), Service Level Objectives (SLOs), Service Level Agreements (SLAs), and error budget frameworks in alignment with business needsFacilitate operational readiness reviews and production acceptance assessments for existing, new and changed servicesAnalyze production incidents, service disruptions, and telemetry data to identify reliability improvement opportunitiesPromote a proactive reliability culture focused on preventing operational issues before they impact clients or business processesObservability & End‑to‑End MonitoringCo‑create DT's observability and end‑to‑end monitoring strategyEnable monitoring standards, instrumentation approaches, alerting concepts, and service health management across the DT organizationDesign, build, and maintain executive and operational dashboards providing transparency into service health, reliability trends, and operational performanceLeverage telemetry, metrics, logs, traces, and business transaction monitoring to improve service reliabilityCross‑Functional EnablementEnable and support ARTs in implementing reliability engineering practices and operational excellence standardsCoach ARTs, Engineering Leads, ITSOs,



and Product Managers on Service Reliability concepts, methodologies, and toolingCollaborate with general Incident & Problem Management functions to strengthen reliability outcomesEstablish knowledge‑sharing mechanisms across DT (e.g. via CoP)Stakeholder Management & LeadershipAct as trusted advisor to senior stakeholders across Digital Transformation and OperationsProvide regular insights on service reliability performance, risk areas, trends, and improvement initiativesBuild strong partnerships with Operations teams, ART Leads, Engineering Leads, Product Management, Risk & Compliance, and senior leadershipEnable decision‑making through data‑driven recommendations and measurable outcomesContinuous ImprovementEvolve existing and add new production KPIs, while tracking the progress across the organizationDrive initiatives to reduce production incidents, improve service availability, and increase operational efficiencyIdentify automation and optimization opportunities across monitoring, observability, and operational processesContribute to the future vision, growth, and operating model of the Service Reliability Practice as part of the Shared Delivery & Services teamYOUR PROFILEProven experience in Service Reliability, Site Reliability Engineering (SRE), Production Operations, Service Management, or a related function within large‑scale enterprise environmentsStrong understanding of IT Service Management (ITSM) principles and operational processesExpertise in observability, monitoring, service health management, and reliability engineeringProven experience establishing and driving strategies, frameworks, and governance modelsKnowledge of availability management, resiliency patterns, operational readiness, and production support modelsExpe

📌 Service Reliability Lead 100% (Madrid)
🏢 ES50 - JBSC Julius Baer Services (Spain) S.L.U.
📍 Madrid