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.