IT Service Transformation & Operations Lead

IT Service Transformation & Operations Lead

Outside IR35 - Hybrid

Our client is looking for an experienced IT Service Transformation & Operations Lead to take ownership of a significant transformation programme across their technology support and operational environment.

This is a high-impact leadership role for someone who can combine technology, operational excellence and people transformation. You will be responsible for modernising the way IT support is delivered across a large estate and corporate Head Office, while creating a more efficient, empowered and customer-focused technology function.

The organisation supports multiple locations and 200+ Head Office users, making this a complex and highly visible environment where technology availability is critical to day-to-day operations.

You will play a pivotal role in reducing operational inefficiencies, improving user experience, introducing automation and developing a high-performing team culture.

Key Responsibilities

• Technology & Platform Transformation: Lead the optimisation and transformation of the ManageEngine ServiceDesk Plus Cloud platform, ensuring it effectively supports both retail and corporate environments.
• Operational Transformation: Review existing processes, workflows and operating models, identifying opportunities to improve efficiency, performance and customer experience.
• People & Culture: Rebuild team morale, reduce operational pressure and create clear development and progression opportunities for the technology support team.
• Corporate Technology Support: Modernise the support model for 300+ Head Office users, including VIP support, hardware deployment, SaaS provisioning and clearly defined service levels.
• Automation & Self-Service: Introduce automation, intelligent ticket routing, self-service capabilities and knowledge management to improve efficiency and empower users.
• Shift-Left Strategy: Develop and implement self-service solutions that enable store colleagues and corporate users to resolve straightforward technology issues independently.
• Vendor & Partner Management: Establish effective relationships and performance measures with field engineering teams, hardware suppliers and technology vendors, ensuring agreed SLAs are consistently achieved.
• Performance & Reporting: Establish meaningful KPIs, SLAs and reporting mechanisms to measure operational performance and demonstrate continuous improvement.
• Stakeholder Management: Build strong relationships across corporate, technology and executive stakeholder groups, adapting communication appropriately to each audience.
• Continuous Improvement: Develop a culture of ownership, accountability and continuous improvement across the technology operations function.

Skills required:

• 5+ years' experience leading IT support, technology operations or service transformation programmes across retail and corporate environments.
• Proven experience transforming technology support functions within complex, geographically distributed organisations.
• Strong hands-on knowledge of ManageEngine ServiceDesk Plus Cloud, including configuration, workflows, automation and optimisation.
• Experience supporting large physical estates, ideally 500+ remote locations, alongside a corporate Head Office environment.
• Strong understanding of Microsoft 365, Active Directory and modern endpoint/MDM technologies such as ManageEngine Endpoint Central.
• Experience supporting retail-critical technologies including POS, payment systems and store networking.
• A strong track record of improving operational performance, reducing backlogs and implementing measurable process improvements.
• Experience developing teams, improving morale and creating a positive culture during periods of significant change.
• Strong vendor and SLA management experience.
• Excellent stakeholder management and communication skills, with the ability to engage effectively with store colleagues, corporate users, technical teams and senior executives.

IT Service Transformation & Operations Lead

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

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