Proactive.IT Appointments Ltd.
IT Service Transformation & Operations Lead
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IT Service Transformation & Operations Lead
Outside IR35 - Hybrid £350 - £400 per day
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.
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- 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.
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