Business Operations Lead

About the role

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation

Responsibilities

• Own and govern operational standards across product delivery teams, ensuring alignment with ITSM best practices.
• Lead incident response efforts (major and minor), including identification, investigation, resolution, root cause analysis (RCA), and executive-level communications.
• Act as the primary liaison between business and operations during Service Restoration (SRT) incidents, partnering closely with Incident Commanders.
• Assess business impact of outages and incidents, determining severity and communicating criticality to stakeholders.
• Facilitate post-incident reviews and drive continuous improvement through root cause analysis and prevention strategies.
• Develop and distribute incident reports, including executive summaries, action plans, and follow-ups.
• Drive automation and self-healing initiatives to improve operational efficiency and reduce manual intervention.
• Monitor and manage operational services to ensure high availability and strong customer experience.
• Identify operational gaps and partner with delivery teams to implement both interim solutions and long-term fixes.
• Mentor team members and establish best practices for operational integration within product delivery.
• Partner with Business Relationship Managers, Architects, and Product Teams to proactively identify and resolve operational inefficiencies.
• Develop operational risk assessments for new product launches and ensure disaster recovery plans meet expectations.
• Contribute to RTB budget planning and vendor strategy, recommending improvements based on incident trends and performance insights.
• Lead vendor discussions, contract alignment, and sourcing strategy to ensure partners meet organizational goals.
• Support RFP/RFI development and evaluate vendors to identify optimal solutions and partnerships.
• Collaborate with architecture teams to define current and future-state domain architecture.
• Align sourcing strategies and operational plans with financial goals, optimizing vendor spend and service delivery.
• Work cross-functionally with leadership, program managers, and vendor partners to drive accountability and continuous improvement.

Requirements

• 5+ years of experience in IT operations or service management, preferably in a product-centric environment.
• 2-5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams.
• Bachelor's degree in a related field required.
• Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management, etc.).
• Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI).
• Solid understanding of cloud architecture, infrastructure operations, and modern IT practices.
• Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment.
• Ability to lead complex incident management processes and communicate effectively with executive leadership.
• Strong business acumen with the ability to translate technical issues into business impact.
• Experience building collaborative, high-performing teams and influencing cross-functional stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Innovative mindset with the ability to identify and implement operational improvements.

Qualifications

• Required: 5+ years of experience in IT operations or service management, preferably in a product-centric environment.
• Required: 2-5+ years of experience in a strategic leadership role influencing operations, product, or cross-functional teams.
• Required: Bachelor's degree in a related field required.
• Required: Strong expertise in ITIL frameworks, ITSM lifecycle, and service management processes (incident, problem, change, availability, knowledge management, etc.).
• Required: Experience with ITSM tools (e.g., ServiceNow), automation platforms (e.g., Ansible, PagerDuty), and reporting tools (e.g., Power BI).
• Required: Solid understanding of cloud architecture, infrastructure operations, and modern IT practices.
• Required: Proven experience in vendor management, contract negotiation, and sourcing strategy within a shared services environment.
• Required: Ability to lead complex incident management processes and communicate effectively with executive leadership.
• Required: Strong business acumen with the ability to translate technical issues into business impact.
• Required: Experience building collaborative, high-performing teams and influencing cross-functional stakeholders.
• Required: Excellent verbal and written communication, presentation, and negotiation skills.
• Required: Innovative mindset with the ability to identify and implement operational improvements.

Skills

• ITIL Intermediate/Expert (or equivalent) certification preferred.
• Advanced Agile certifications (A-CSM, SAFe) preferred.
• Prosci Change Management certification is a plus.

Benefits

Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).

Pay

Nissan offers competitive compensation packages tailored to individual roles and qualifications.

Schedule

Full-time, Hybrid (4 days on-site)