FDM Group
Edinburgh, Midlothian
About The Role FDM is a global business and technology consultancy seeking a Change Manager/Analyst to work for our client within the Financial Services sector. This is initially a 6-12 month contract with the potential to extend and will be a hybrid role that will be based in Bristol / Edinburgh. Our client is seeking a Change Manager/Analyst who is responsible for the governance, administration, assurance, maintenance and continual improvement of the enterprise Change Management practice. The role will support the Change Management strategy, ensuring that changes are assessed appropriately, risks are identified and mitigated, governance standards are adhered to, and service disruption resulting from change activity is minimised. Responsibilities Change Management Governance Support the enterprise Change Management strategy and roadmap alongside the Head of Change and Configuration Management. Implement and support the Change Management practice across the organisation. Maintain and continuously improve Change Management policies, standards, controls and procedures. Provide governance and oversight of the end-to-end Change Management process. Ensure change activities are conducted in accordance with organisational policies and audit requirements. Identify opportunities to improve change controls, governance and service stability. Act as a subject matter expert for Change Management processes and best practices. Support Change Advisory Boards (CABs) and other governance forums. Change Assurance and Quality Management Review and validate changes to ensure appropriate assessment of risk, impact and implementation approach. Challenge incomplete, inaccurate or poor-quality change submissions. Work directly with Change Owners to improve change quality and planning standards. Ensure appropriate testing, validation, communication and rollback plans are documented. Promote consistency in change risk assessment and categorisation. Monitor and report on change success rates, failed changes and change-related incidents. Identify trends and recurring causes of change failure and drive improvement initiatives. Emergency and Expedited Change Management Govern Emergency and Expedited Change processes. Ensure emergency changes receive appropriate review, approval and documentation. Provide oversight and challenge of high-risk and urgent change activities. Conduct post-implementation reviews of emergency and expedited changes where required. Identify recurring emergency changes and work with stakeholders to improve planning and reduce future occurrences. Monitor compliance with emergency change controls and escalation procedures. Collaboration with Problem and Incident Management Develop strong working relationships with Incident Management and Problem Management teams. Participate in investigations of change-related incidents and service disruptions. Support root cause analysis activities where change is identified as a contributing factor. Own and coordinate post-incident follow-up actions assigned to Change Management following change-related incidents. Ensure actions assigned through Problem Management are tracked, progressed and completed within agreed timescales. Drive accountability across technology teams for implementing corrective and preventative actions. Ensure lessons learned from incidents are embedded into Change Management processes and governance controls. Stakeholder Management Build strong partnerships with: Incident Management Problem Management Service Management Configuration Management Asset Management Enterprise Architecture Information Security Risk and Compliance Application and Infrastructure Teams Delivery and Project Teams Promote adoption of Change Management best practices across Technology Services. Provide coaching and guidance to Change Owners and stakeholders. Influence teams to improve change quality, planning and risk management practices. Reporting, Metrics and Compliance Produce management information and reporting on Change Management performance. Monitor key metrics including: Change success rate Failed changes Emergency change volumes Change-related incidents PIR completion rates Process compliance Identify trends, risks and opportunities for improvement. Support audit and regulatory activities relating to Change Management. Ensure governance and compliance reporting is accurate and timely. About You Experience supporting IT Change Management processes- Review, coordinate and manage technology changes to ensure risks, impacts and implementation plans are properly assessed and documented. Strong stakeholder management skills- Build effective relationships across technology, service management, risk, security and project teams to drive successful change outcomes. Risk and governance awareness- Ensure change activities comply with internal policies, controls and governance standards while minimising operational risk and service disruption. Change reporting and analysis- Monitor change performance metrics, identify trends, investigate change failures and provide recommendations for continuous improvement. Collaboration with Incident and Problem Management teams- Support investigations into change-related incidents, contribute to root cause analysis activities and ensure lessons learned are embedded into future change processes. About Us FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK 'Best Employer'.
About The Role FDM is a global business and technology consultancy seeking a Change Manager/Analyst to work for our client within the Financial Services sector. This is initially a 6-12 month contract with the potential to extend and will be a hybrid role that will be based in Bristol / Edinburgh. Our client is seeking a Change Manager/Analyst who is responsible for the governance, administration, assurance, maintenance and continual improvement of the enterprise Change Management practice. The role will support the Change Management strategy, ensuring that changes are assessed appropriately, risks are identified and mitigated, governance standards are adhered to, and service disruption resulting from change activity is minimised. Responsibilities Change Management Governance Support the enterprise Change Management strategy and roadmap alongside the Head of Change and Configuration Management. Implement and support the Change Management practice across the organisation. Maintain and continuously improve Change Management policies, standards, controls and procedures. Provide governance and oversight of the end-to-end Change Management process. Ensure change activities are conducted in accordance with organisational policies and audit requirements. Identify opportunities to improve change controls, governance and service stability. Act as a subject matter expert for Change Management processes and best practices. Support Change Advisory Boards (CABs) and other governance forums. Change Assurance and Quality Management Review and validate changes to ensure appropriate assessment of risk, impact and implementation approach. Challenge incomplete, inaccurate or poor-quality change submissions. Work directly with Change Owners to improve change quality and planning standards. Ensure appropriate testing, validation, communication and rollback plans are documented. Promote consistency in change risk assessment and categorisation. Monitor and report on change success rates, failed changes and change-related incidents. Identify trends and recurring causes of change failure and drive improvement initiatives. Emergency and Expedited Change Management Govern Emergency and Expedited Change processes. Ensure emergency changes receive appropriate review, approval and documentation. Provide oversight and challenge of high-risk and urgent change activities. Conduct post-implementation reviews of emergency and expedited changes where required. Identify recurring emergency changes and work with stakeholders to improve planning and reduce future occurrences. Monitor compliance with emergency change controls and escalation procedures. Collaboration with Problem and Incident Management Develop strong working relationships with Incident Management and Problem Management teams. Participate in investigations of change-related incidents and service disruptions. Support root cause analysis activities where change is identified as a contributing factor. Own and coordinate post-incident follow-up actions assigned to Change Management following change-related incidents. Ensure actions assigned through Problem Management are tracked, progressed and completed within agreed timescales. Drive accountability across technology teams for implementing corrective and preventative actions. Ensure lessons learned from incidents are embedded into Change Management processes and governance controls. Stakeholder Management Build strong partnerships with: Incident Management Problem Management Service Management Configuration Management Asset Management Enterprise Architecture Information Security Risk and Compliance Application and Infrastructure Teams Delivery and Project Teams Promote adoption of Change Management best practices across Technology Services. Provide coaching and guidance to Change Owners and stakeholders. Influence teams to improve change quality, planning and risk management practices. Reporting, Metrics and Compliance Produce management information and reporting on Change Management performance. Monitor key metrics including: Change success rate Failed changes Emergency change volumes Change-related incidents PIR completion rates Process compliance Identify trends, risks and opportunities for improvement. Support audit and regulatory activities relating to Change Management. Ensure governance and compliance reporting is accurate and timely. About You Experience supporting IT Change Management processes- Review, coordinate and manage technology changes to ensure risks, impacts and implementation plans are properly assessed and documented. Strong stakeholder management skills- Build effective relationships across technology, service management, risk, security and project teams to drive successful change outcomes. Risk and governance awareness- Ensure change activities comply with internal policies, controls and governance standards while minimising operational risk and service disruption. Change reporting and analysis- Monitor change performance metrics, identify trends, investigate change failures and provide recommendations for continuous improvement. Collaboration with Incident and Problem Management teams- Support investigations into change-related incidents, contribute to root cause analysis activities and ensure lessons learned are embedded into future change processes. About Us FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK 'Best Employer'.
FDM Group
Bristol, Somerset
About The Role FDM is a global business and technology consultancy seeking a Change Manager/Analyst to work for our client within the Financial Services sector. This is initially a 6-12 month contract with the potential to extend and will be a hybrid role that will be based in Bristol / Edinburgh. Our client is seeking a Change Manager/Analyst who is responsible for the governance, administration, assurance, maintenance and continual improvement of the enterprise Change Management practice. The role will support the Change Management strategy, ensuring that changes are assessed appropriately, risks are identified and mitigated, governance standards are adhered to, and service disruption resulting from change activity is minimised. Responsibilities Change Management Governance Support the enterprise Change Management strategy and roadmap alongside the Head of Change and Configuration Management. Implement and support the Change Management practice across the organisation. Maintain and continuously improve Change Management policies, standards, controls and procedures. Provide governance and oversight of the end-to-end Change Management process. Ensure change activities are conducted in accordance with organisational policies and audit requirements. Identify opportunities to improve change controls, governance and service stability. Act as a subject matter expert for Change Management processes and best practices. Support Change Advisory Boards (CABs) and other governance forums. Change Assurance and Quality Management Review and validate changes to ensure appropriate assessment of risk, impact and implementation approach. Challenge incomplete, inaccurate or poor-quality change submissions. Work directly with Change Owners to improve change quality and planning standards. Ensure appropriate testing, validation, communication and rollback plans are documented. Promote consistency in change risk assessment and categorisation. Monitor and report on change success rates, failed changes and change-related incidents. Identify trends and recurring causes of change failure and drive improvement initiatives. Emergency and Expedited Change Management Govern Emergency and Expedited Change processes. Ensure emergency changes receive appropriate review, approval and documentation. Provide oversight and challenge of high-risk and urgent change activities. Conduct post-implementation reviews of emergency and expedited changes where required. Identify recurring emergency changes and work with stakeholders to improve planning and reduce future occurrences. Monitor compliance with emergency change controls and escalation procedures. Collaboration with Problem and Incident Management Develop strong working relationships with Incident Management and Problem Management teams. Participate in investigations of change-related incidents and service disruptions. Support root cause analysis activities where change is identified as a contributing factor. Own and coordinate post-incident follow-up actions assigned to Change Management following change-related incidents. Ensure actions assigned through Problem Management are tracked, progressed and completed within agreed timescales. Drive accountability across technology teams for implementing corrective and preventative actions. Ensure lessons learned from incidents are embedded into Change Management processes and governance controls. Stakeholder Management Build strong partnerships with: Incident Management Problem Management Service Management Configuration Management Asset Management Enterprise Architecture Information Security Risk and Compliance Application and Infrastructure Teams Delivery and Project Teams Promote adoption of Change Management best practices across Technology Services. Provide coaching and guidance to Change Owners and stakeholders. Influence teams to improve change quality, planning and risk management practices. Reporting, Metrics and Compliance Produce management information and reporting on Change Management performance. Monitor key metrics including: Change success rate Failed changes Emergency change volumes Change-related incidents PIR completion rates Process compliance Identify trends, risks and opportunities for improvement. Support audit and regulatory activities relating to Change Management. Ensure governance and compliance reporting is accurate and timely. About You Experience supporting IT Change Management processes- Review, coordinate and manage technology changes to ensure risks, impacts and implementation plans are properly assessed and documented. Strong stakeholder management skills- Build effective relationships across technology, service management, risk, security and project teams to drive successful change outcomes. Risk and governance awareness- Ensure change activities comply with internal policies, controls and governance standards while minimising operational risk and service disruption. Change reporting and analysis- Monitor change performance metrics, identify trends, investigate change failures and provide recommendations for continuous improvement. Collaboration with Incident and Problem Management teams- Support investigations into change-related incidents, contribute to root cause analysis activities and ensure lessons learned are embedded into future change processes. About Us FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK 'Best Employer'.
About The Role FDM is a global business and technology consultancy seeking a Change Manager/Analyst to work for our client within the Financial Services sector. This is initially a 6-12 month contract with the potential to extend and will be a hybrid role that will be based in Bristol / Edinburgh. Our client is seeking a Change Manager/Analyst who is responsible for the governance, administration, assurance, maintenance and continual improvement of the enterprise Change Management practice. The role will support the Change Management strategy, ensuring that changes are assessed appropriately, risks are identified and mitigated, governance standards are adhered to, and service disruption resulting from change activity is minimised. Responsibilities Change Management Governance Support the enterprise Change Management strategy and roadmap alongside the Head of Change and Configuration Management. Implement and support the Change Management practice across the organisation. Maintain and continuously improve Change Management policies, standards, controls and procedures. Provide governance and oversight of the end-to-end Change Management process. Ensure change activities are conducted in accordance with organisational policies and audit requirements. Identify opportunities to improve change controls, governance and service stability. Act as a subject matter expert for Change Management processes and best practices. Support Change Advisory Boards (CABs) and other governance forums. Change Assurance and Quality Management Review and validate changes to ensure appropriate assessment of risk, impact and implementation approach. Challenge incomplete, inaccurate or poor-quality change submissions. Work directly with Change Owners to improve change quality and planning standards. Ensure appropriate testing, validation, communication and rollback plans are documented. Promote consistency in change risk assessment and categorisation. Monitor and report on change success rates, failed changes and change-related incidents. Identify trends and recurring causes of change failure and drive improvement initiatives. Emergency and Expedited Change Management Govern Emergency and Expedited Change processes. Ensure emergency changes receive appropriate review, approval and documentation. Provide oversight and challenge of high-risk and urgent change activities. Conduct post-implementation reviews of emergency and expedited changes where required. Identify recurring emergency changes and work with stakeholders to improve planning and reduce future occurrences. Monitor compliance with emergency change controls and escalation procedures. Collaboration with Problem and Incident Management Develop strong working relationships with Incident Management and Problem Management teams. Participate in investigations of change-related incidents and service disruptions. Support root cause analysis activities where change is identified as a contributing factor. Own and coordinate post-incident follow-up actions assigned to Change Management following change-related incidents. Ensure actions assigned through Problem Management are tracked, progressed and completed within agreed timescales. Drive accountability across technology teams for implementing corrective and preventative actions. Ensure lessons learned from incidents are embedded into Change Management processes and governance controls. Stakeholder Management Build strong partnerships with: Incident Management Problem Management Service Management Configuration Management Asset Management Enterprise Architecture Information Security Risk and Compliance Application and Infrastructure Teams Delivery and Project Teams Promote adoption of Change Management best practices across Technology Services. Provide coaching and guidance to Change Owners and stakeholders. Influence teams to improve change quality, planning and risk management practices. Reporting, Metrics and Compliance Produce management information and reporting on Change Management performance. Monitor key metrics including: Change success rate Failed changes Emergency change volumes Change-related incidents PIR completion rates Process compliance Identify trends, risks and opportunities for improvement. Support audit and regulatory activities relating to Change Management. Ensure governance and compliance reporting is accurate and timely. About You Experience supporting IT Change Management processes- Review, coordinate and manage technology changes to ensure risks, impacts and implementation plans are properly assessed and documented. Strong stakeholder management skills- Build effective relationships across technology, service management, risk, security and project teams to drive successful change outcomes. Risk and governance awareness- Ensure change activities comply with internal policies, controls and governance standards while minimising operational risk and service disruption. Change reporting and analysis- Monitor change performance metrics, identify trends, investigate change failures and provide recommendations for continuous improvement. Collaboration with Incident and Problem Management teams- Support investigations into change-related incidents, contribute to root cause analysis activities and ensure lessons learned are embedded into future change processes. About Us FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK 'Best Employer'.
Thales
City, Belfast
Location: BELFAST ARNOTT HOUSE, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Role Title: Security AI Operations Engineer Organization: Value Added Services / Security Operations Location: Belfast, Northern Ireland (Hybrid) Role Overview The Security AI Operations Specialist bridges automated AI systems and human security operations. This role is responsible for the day-to-day supervision, quality control, and execution of AI-assisted security workflows. Working alongside the Security Automation & AI Engineering team, the Specialist manages "Human-in-the-Loop" (HITL) triage queues, maintains and updates knowledge bases feeding generative models, audits AI outputs for accuracy, and ensures prioritized investigation tasks are routed seamlessly to front-line security analysts and consultants. Key Responsibilities 1. AI Workflow Supervision & Human-in-the-Loop (HITL) Routing Review and validate low-confidence alert enrichments, threat summaries, and triage recommendations generated by AI agents. Assign, dispatch, and track complex security investigations, policy changes, and incident response playbooks to appropriate Tier 2/3 analysts and consultants. Serve as the operational escalation point when automated pipelines encounter exceptions, edge cases, or platform integration errors. 2. Knowledge Base & Prompt Lifecycle Management Curate, clean, and organize internal runbooks, standard operating procedures (SOPs), threat intelligence, and product documentation stored in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Service. Audit AI retrieval quality and document gaps in knowledge coverage that lead to model hallucinations or poor responses. Perform routine prompt adjustments and template maintenance, submitting structured enhancement tickets to engineering when underlying code changes are required. 3. Quality Assurance & Performance Auditing Regularly audit AI-generated outputs (incident summaries, triage context, customer reports) against human analyst benchmarks to ensure high fidelity and operational safety. Identify recurring false positives or hallucination patterns, collaborating directly with automation engineers to refine model guardrails and prompt evaluation datasets. Track and report on operational KPIs, including Mean Time to Respond (MTTR), task assignment velocity, and analyst AI adoption. 4. Team Enablement & Operational Feedback Train security analysts and services teams on prompt best practices, effective use of internal AI copilots, and feedback submission workflows. Gather front-line feedback and feature requests from security practitioners to help shape the automation engineering roadmap. 5. Sales Partner with the Sales Engineering team to develop and deliver Value-Added Services (VAS) proof-of-values (POVs), clearly demonstrating the business value and impact of these services. Collaborate with Account teams to accelerate time-to-value for Thales solutions among non-VAS customers, strengthening customer adoption, retention, and renewal outcomes. Required Qualifications Education: Bachelor's degree, in Computer Science, Cybersecurity, Information Technology, Engineering, or a related field. Master's degree is a plus! Experience: 3-5+ years in a Security Operations Center (SOC), Managed Security Services (MSSP), IT Service Management (ITSM), or technical workflow coordination role, including 2+ years working with AI/Gen AI-enabled tools or workflows. Cybersecurity Foundation: Working knowledge of security operations, threat lifecycle, alert triage, WAF, API security, and common security frameworks (e.g., MITRE ATT&CK, NIST). AI & Workflow Tooling: Practical experience interacting with generative AI tools, prompt workflows, and enterprise ticketing/orchestration platforms (e.g., Jira, ServiceNow, PagerDuty, or SOAR platforms). Cloud & Search Interface Familiarity: Working comfort navigating the AWS Management Console (specifically Amazon Bedrock, Amazon OpenSearch Dashboards, and CloudWatch metrics). Communication & Documentation: Strong technical writing skills with experience authoring security runbooks, SOPs, and structured process documentation. Preferred Qualifications Data & Query Skills: Basic scripting ability in Python or experience writing search queries (OpenSearch / Elasticsearch queries, SQL, or Lucene). Workflow Automation: Experience configuring no-code/low-code workflow tools, webhook triggers, or ticketing automation rules. Industry Certifications: AWS Certified Security - Specialty or AWS Certified Solutions Architect - Associate/Professional AWS Certified AI Practitioner or Machine Learning - Specialty CISSP (Certified Information Systems Security Professional) GIAC Certifications: GCIH (Incident Handler), GCIA (Intrusion Analyst), GCDA (Detection Analyst), or GASAE (AI Security Automation Engineer) Success Metrics (KPIs) Queue & Dispatch SLA - 95%+ of HITL exceptions and high-priority AI-flagged alerts assigned within defined SLAs. Knowledge Base Freshness - 100% of operational runbooks reviewed and indexed on a recurring monthly/quarterly schedule. Output Quality & Accuracy - Maintain >95% accuracy on AI-assisted triage outputs through continuous auditing and feedback loops. Team Adoption & Satisfaction - High analyst satisfaction and engagement scores with AI-enabled workflows and copilots. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Location: BELFAST ARNOTT HOUSE, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Role Title: Security AI Operations Engineer Organization: Value Added Services / Security Operations Location: Belfast, Northern Ireland (Hybrid) Role Overview The Security AI Operations Specialist bridges automated AI systems and human security operations. This role is responsible for the day-to-day supervision, quality control, and execution of AI-assisted security workflows. Working alongside the Security Automation & AI Engineering team, the Specialist manages "Human-in-the-Loop" (HITL) triage queues, maintains and updates knowledge bases feeding generative models, audits AI outputs for accuracy, and ensures prioritized investigation tasks are routed seamlessly to front-line security analysts and consultants. Key Responsibilities 1. AI Workflow Supervision & Human-in-the-Loop (HITL) Routing Review and validate low-confidence alert enrichments, threat summaries, and triage recommendations generated by AI agents. Assign, dispatch, and track complex security investigations, policy changes, and incident response playbooks to appropriate Tier 2/3 analysts and consultants. Serve as the operational escalation point when automated pipelines encounter exceptions, edge cases, or platform integration errors. 2. Knowledge Base & Prompt Lifecycle Management Curate, clean, and organize internal runbooks, standard operating procedures (SOPs), threat intelligence, and product documentation stored in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Service. Audit AI retrieval quality and document gaps in knowledge coverage that lead to model hallucinations or poor responses. Perform routine prompt adjustments and template maintenance, submitting structured enhancement tickets to engineering when underlying code changes are required. 3. Quality Assurance & Performance Auditing Regularly audit AI-generated outputs (incident summaries, triage context, customer reports) against human analyst benchmarks to ensure high fidelity and operational safety. Identify recurring false positives or hallucination patterns, collaborating directly with automation engineers to refine model guardrails and prompt evaluation datasets. Track and report on operational KPIs, including Mean Time to Respond (MTTR), task assignment velocity, and analyst AI adoption. 4. Team Enablement & Operational Feedback Train security analysts and services teams on prompt best practices, effective use of internal AI copilots, and feedback submission workflows. Gather front-line feedback and feature requests from security practitioners to help shape the automation engineering roadmap. 5. Sales Partner with the Sales Engineering team to develop and deliver Value-Added Services (VAS) proof-of-values (POVs), clearly demonstrating the business value and impact of these services. Collaborate with Account teams to accelerate time-to-value for Thales solutions among non-VAS customers, strengthening customer adoption, retention, and renewal outcomes. Required Qualifications Education: Bachelor's degree, in Computer Science, Cybersecurity, Information Technology, Engineering, or a related field. Master's degree is a plus! Experience: 3-5+ years in a Security Operations Center (SOC), Managed Security Services (MSSP), IT Service Management (ITSM), or technical workflow coordination role, including 2+ years working with AI/Gen AI-enabled tools or workflows. Cybersecurity Foundation: Working knowledge of security operations, threat lifecycle, alert triage, WAF, API security, and common security frameworks (e.g., MITRE ATT&CK, NIST). AI & Workflow Tooling: Practical experience interacting with generative AI tools, prompt workflows, and enterprise ticketing/orchestration platforms (e.g., Jira, ServiceNow, PagerDuty, or SOAR platforms). Cloud & Search Interface Familiarity: Working comfort navigating the AWS Management Console (specifically Amazon Bedrock, Amazon OpenSearch Dashboards, and CloudWatch metrics). Communication & Documentation: Strong technical writing skills with experience authoring security runbooks, SOPs, and structured process documentation. Preferred Qualifications Data & Query Skills: Basic scripting ability in Python or experience writing search queries (OpenSearch / Elasticsearch queries, SQL, or Lucene). Workflow Automation: Experience configuring no-code/low-code workflow tools, webhook triggers, or ticketing automation rules. Industry Certifications: AWS Certified Security - Specialty or AWS Certified Solutions Architect - Associate/Professional AWS Certified AI Practitioner or Machine Learning - Specialty CISSP (Certified Information Systems Security Professional) GIAC Certifications: GCIH (Incident Handler), GCIA (Intrusion Analyst), GCDA (Detection Analyst), or GASAE (AI Security Automation Engineer) Success Metrics (KPIs) Queue & Dispatch SLA - 95%+ of HITL exceptions and high-priority AI-flagged alerts assigned within defined SLAs. Knowledge Base Freshness - 100% of operational runbooks reviewed and indexed on a recurring monthly/quarterly schedule. Output Quality & Accuracy - Maintain >95% accuracy on AI-assisted triage outputs through continuous auditing and feedback loops. Team Adoption & Satisfaction - High analyst satisfaction and engagement scores with AI-enabled workflows and copilots. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Thales
City, Belfast
Location: Belfast Arnott House, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Title: Senior Customer Operations Analyst Team: Customer Intelligence, Customer Success Reports to: Director, Customer Intelligence Base location: Belfast, N. Ireland (Hybrid model) About the Role Imperva, A Thales Company, is seeking a Senior Customer Operations Analyst to join the Customer Intelligence team within our Customer Success organisation. This role keeps Customer Success running on accurate data, efficient processes and well-used tools. You will be the go-to person for how Customer Success operates: running our Customer Success platform (Planhat), keeping customer data accurate across Planhat and Snowflake, improving the processes our Customer Success teams use every day and producing the reporting that shows leaders how the business is performing, as well as putting AI to work for our Customer Success teams through Planhats AI suite, in house LLM's and other relevant technologies. You will work alongside Customer Success leadership to turn data into practical improvements for our teams and customers. This is a hands-on, senior individual-contributor role for an experienced analyst who combines strong data skills with a passion for making operations work better. Key Responsibilities Customer Success Platform & Systems Act as lead administrator and subject-matter expert for Planhat, managing configuration, workflows, playbooks, automation and ongoing optimisation. Support system integration and data ingestion between Planhat, Snowflake, Salesforce and other business systems, working with IT and Data Engineering. Gather, document and prioritise requirements for new tooling, automation, reporting and process changes. AI & Automation Configure, roll out and continuously improve AI features within Planhat, such as account summaries, AI-assisted insights and automated workflows, so they genuinely help Customer Success teams in their day-to-day work. Work with our in-house LLM to build and refine AI-powered use cases for Customer Success, such as account and meeting summaries, answering questions about customers, and drafting customer communications. Write, test and refine prompts, and prepare and maintain the customer data and knowledge sources the AI tools draw on, making sure outputs are accurate, relevant and useful. Identify manual, repetitive tasks across Customer Success and find ways to remove them using AI and automation. Train and support Customer Success teams in using AI tools effectively and responsibly, gathering feedback to improve them. Make sure AI use follows company data security, privacy and responsible-AI guidelines, working with IT, Security and Data teams. Operational Process & Enablement Design, maintain and continuously improve Customer Success operational processes, such as onboarding, account reviews, success plans, renewals handovers and customer engagement, using data to measure how well they work. Provide enablement and training to Customer Success teams on Planhat, reporting and processes, and create clear documentation and guides. Act as the first point of contact for Customer Success teams on tools, data and process questions, resolving issues and spotting recurring needs. Contribute to cross-functional projects with Sales, Product, Finance and Support that affect how Customer Success operates. Data Quality & Governance Own data quality across Customer Success data, identifying issues and driving them to resolution at the source. Write and maintain SQL queries and data sets in Snowflake to support Customer Success reporting and operations. Maintain clear data definitions, field standards and documentation so teams use data consistently. Reporting & Operational Insight Build, maintain and continuously improve Customer Success reporting in Planhat and PowerBI, from leadership dashboards to day-to-day operational views for Customer Success. Analyse product usage, customer engagement and operational data to answer business questions, track team performance and highlight areas to improve. Present findings and recommendations clearly to Customer Success teams, project leads and business leaders, including data for business reviews and leadership updates. Collaborate with the Data Strategist on customer health and retention insight, making sure the data behind it is accurate and the results are visible to Customer Success teams. Work with stakeholders to understand their needs, set priorities and manage multiple projects at once. Share knowledge with and support less experienced analysts and Customer Success colleagues. What Success Looks Like Planhat is well adopted, accurate and automated, saving CSMs time. Customer Success processes are clear, documented and measurably more efficient. Data quality issues are caught early and fixed at the source. AI tools in Planhat and our in-house LLM are widely used by Customer Success teams and save them measurable time. Customer Success teams and leaders trust and regularly use accurate, up-to-date reporting. Job Requirements Essential Bachelor's degree in Data Analytics, Business Analytics, Business Information Systems or a related data analysis field, or equivalent experience in data and business analytics. 5+ years of experience in an operations analyst, business analyst or data analyst role, ideally including time in Customer Success Operations, Revenue Operations or Sales Operations in a B2B SaaS or technology environment. Hands-on experience administering a Customer Success platform, ideally Planhat (or similar, such as Gainsight or ChurnZero), and/or Salesforce. Demonstrated expertise in Power BI, including building dashboards for senior audiences. Strong SQL skills, ideally with Snowflake, and proficiency in Python or another scripting language for data preparation and analysis. Proven experience designing, documenting and improving business processes, and helping teams adopt them. Practical experience using AI tools or LLMs in a business setting, such as writing and refining prompts or configuring AI features in business software, with a strong interest in applying AI to improve how teams work. Familiarity with common SaaS customer metrics (e.g. ARR, renewals, adoption, health scores) and how Customer Success teams use them. Ability to turn data into a clear story and practical recommendations for non-technical audiences. Detail-oriented, with a track record of finding data quality issues quickly and driving them to resolution. Experience working cross-functionally and influencing stakeholders. A highly organised self-starter who manages multiple priorities in a fast-paced environment. Excellent verbal and written communication skills and the ability to work well in a distributed, international team. Desirable Experience with dbt or other data transformation tools alongside Snowflake. Experience with system integrations, APIs or ETL tools. Experience rolling out or supporting AI features in a CRM or Customer Success platform, such as Planhat AI, Salesforce Einstein or Agentforce. Experience working with in-house or enterprise LLMs, including prompt design, retrieval-augmented generation (RAG) knowledge sources or evaluating AI output quality. Experience with workflow automation tools. Knowledge of the cybersecurity or data security industry. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Location: Belfast Arnott House, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Title: Senior Customer Operations Analyst Team: Customer Intelligence, Customer Success Reports to: Director, Customer Intelligence Base location: Belfast, N. Ireland (Hybrid model) About the Role Imperva, A Thales Company, is seeking a Senior Customer Operations Analyst to join the Customer Intelligence team within our Customer Success organisation. This role keeps Customer Success running on accurate data, efficient processes and well-used tools. You will be the go-to person for how Customer Success operates: running our Customer Success platform (Planhat), keeping customer data accurate across Planhat and Snowflake, improving the processes our Customer Success teams use every day and producing the reporting that shows leaders how the business is performing, as well as putting AI to work for our Customer Success teams through Planhats AI suite, in house LLM's and other relevant technologies. You will work alongside Customer Success leadership to turn data into practical improvements for our teams and customers. This is a hands-on, senior individual-contributor role for an experienced analyst who combines strong data skills with a passion for making operations work better. Key Responsibilities Customer Success Platform & Systems Act as lead administrator and subject-matter expert for Planhat, managing configuration, workflows, playbooks, automation and ongoing optimisation. Support system integration and data ingestion between Planhat, Snowflake, Salesforce and other business systems, working with IT and Data Engineering. Gather, document and prioritise requirements for new tooling, automation, reporting and process changes. AI & Automation Configure, roll out and continuously improve AI features within Planhat, such as account summaries, AI-assisted insights and automated workflows, so they genuinely help Customer Success teams in their day-to-day work. Work with our in-house LLM to build and refine AI-powered use cases for Customer Success, such as account and meeting summaries, answering questions about customers, and drafting customer communications. Write, test and refine prompts, and prepare and maintain the customer data and knowledge sources the AI tools draw on, making sure outputs are accurate, relevant and useful. Identify manual, repetitive tasks across Customer Success and find ways to remove them using AI and automation. Train and support Customer Success teams in using AI tools effectively and responsibly, gathering feedback to improve them. Make sure AI use follows company data security, privacy and responsible-AI guidelines, working with IT, Security and Data teams. Operational Process & Enablement Design, maintain and continuously improve Customer Success operational processes, such as onboarding, account reviews, success plans, renewals handovers and customer engagement, using data to measure how well they work. Provide enablement and training to Customer Success teams on Planhat, reporting and processes, and create clear documentation and guides. Act as the first point of contact for Customer Success teams on tools, data and process questions, resolving issues and spotting recurring needs. Contribute to cross-functional projects with Sales, Product, Finance and Support that affect how Customer Success operates. Data Quality & Governance Own data quality across Customer Success data, identifying issues and driving them to resolution at the source. Write and maintain SQL queries and data sets in Snowflake to support Customer Success reporting and operations. Maintain clear data definitions, field standards and documentation so teams use data consistently. Reporting & Operational Insight Build, maintain and continuously improve Customer Success reporting in Planhat and PowerBI, from leadership dashboards to day-to-day operational views for Customer Success. Analyse product usage, customer engagement and operational data to answer business questions, track team performance and highlight areas to improve. Present findings and recommendations clearly to Customer Success teams, project leads and business leaders, including data for business reviews and leadership updates. Collaborate with the Data Strategist on customer health and retention insight, making sure the data behind it is accurate and the results are visible to Customer Success teams. Work with stakeholders to understand their needs, set priorities and manage multiple projects at once. Share knowledge with and support less experienced analysts and Customer Success colleagues. What Success Looks Like Planhat is well adopted, accurate and automated, saving CSMs time. Customer Success processes are clear, documented and measurably more efficient. Data quality issues are caught early and fixed at the source. AI tools in Planhat and our in-house LLM are widely used by Customer Success teams and save them measurable time. Customer Success teams and leaders trust and regularly use accurate, up-to-date reporting. Job Requirements Essential Bachelor's degree in Data Analytics, Business Analytics, Business Information Systems or a related data analysis field, or equivalent experience in data and business analytics. 5+ years of experience in an operations analyst, business analyst or data analyst role, ideally including time in Customer Success Operations, Revenue Operations or Sales Operations in a B2B SaaS or technology environment. Hands-on experience administering a Customer Success platform, ideally Planhat (or similar, such as Gainsight or ChurnZero), and/or Salesforce. Demonstrated expertise in Power BI, including building dashboards for senior audiences. Strong SQL skills, ideally with Snowflake, and proficiency in Python or another scripting language for data preparation and analysis. Proven experience designing, documenting and improving business processes, and helping teams adopt them. Practical experience using AI tools or LLMs in a business setting, such as writing and refining prompts or configuring AI features in business software, with a strong interest in applying AI to improve how teams work. Familiarity with common SaaS customer metrics (e.g. ARR, renewals, adoption, health scores) and how Customer Success teams use them. Ability to turn data into a clear story and practical recommendations for non-technical audiences. Detail-oriented, with a track record of finding data quality issues quickly and driving them to resolution. Experience working cross-functionally and influencing stakeholders. A highly organised self-starter who manages multiple priorities in a fast-paced environment. Excellent verbal and written communication skills and the ability to work well in a distributed, international team. Desirable Experience with dbt or other data transformation tools alongside Snowflake. Experience with system integrations, APIs or ETL tools. Experience rolling out or supporting AI features in a CRM or Customer Success platform, such as Planhat AI, Salesforce Einstein or Agentforce. Experience working with in-house or enterprise LLMs, including prompt design, retrieval-augmented generation (RAG) knowledge sources or evaluating AI output quality. Experience with workflow automation tools. Knowledge of the cybersecurity or data security industry. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
