IT Hypercare Lead

IT Hypercare Analyst / Technology Stabilisation Manager
Location: Remote
Contract: Full-time, temporary
Duration: Until May 2028
Overview
We are seeking an experienced IT Hypercare Analyst to support a major global technology separation and transformation programme. You will play a key role in coordinating post-go-live stabilisation across multiple technology domains, ensuring business continuity, effective incident resolution and a smooth transition into business-as-usual operations. Working with global technology teams, business stakeholders and external service providers, you will oversee Hypercare activities across infrastructure, SAP and non-SAP applications, integrations, data platforms and workplace technology.
Key Responsibilities
Lead Hypercare planning, mobilisation and go-live readiness across deployment waves.
Coordinate technology stabilisation, managing incidents, defects, dependencies and business-critical issues.
Run IT Command Centre activities, including triage meetings, escalations, action tracking and stakeholder communications.
Monitor technology health, operational risks and service performance, producing clear reports and insights.
Coordinate internal resolver teams, system integrators and external technology suppliers to drive issue resolution.
Ensure operational governance, testing, change control, security and support documentation requirements are met.
Manage the transition from project delivery into business-as-usual support, including service handovers and Hypercare exit criteria.
Capture lessons learned and drive continuous improvement across subsequent deployment waves.
Required Experience
5+ years of experience in IT operations, technology transformation, deployment, service transition or IT service management.
Experience supporting complex technology go-lives and post-go-live stabilisation within a large enterprise environment.
SAP S/4HANA or other major ERP deployment experience is highly desirable.
Understanding of infrastructure, enterprise applications, integrations, data platforms and cross-system dependencies.
Practical knowledge of ITIL processes, including incident, problem, change, release and service transition management.
Experience coordinating system integrators, managed service providers and technology vendors.
Proficiency in ServiceNow or a similar IT service management platform.
Strong Excel, PowerPoint, reporting and dashboard skills.
Excellent stakeholder management, analytical and problem-solving abilities, with the confidence to manage escalations in a fast-paced global environment.
The Opportunity
This is an opportunity to contribute to a large-scale global technology transformation, helping ensure successful deployments, rapid service stabilisation and effective operational handovers. The contract is expected to run until May 2028, supporting the programme through its post-go-live Hypercare phase.

Work arrangement
Yes