You will combine people leadership, operational excellence, and stakeholder engagement to ensure services consistently meet business needs and deliver measurable value to colleagues across the organisation.

What You'll Be Doing

You will be:

• Leading and developing a Service Desk team, creating a culture of accountability, collaboration, and continuous improvement.
• Managing day-to-day operations across Incident Management, Request Management, Service Desk, and Field Engineering services.
• Ensuring service delivery meets agreed service levels and operational performance targets.
• Acting as a key escalation point for business-critical incidents and service issues.
• Building strong relationships with business stakeholders to understand needs and improve service outcomes.
• Managing supplier relationships and driving performance against contractual service commitments.
• Monitoring, analysing, and reporting on service performance metrics, trends, and SLA adherence.
• Leading the successful introduction and transition of new services, processes, and operational improvements into business-as-usual operations.
• Driving continual service improvement initiatives that enhance customer experience and operational efficiency.
• Ensuring compliance with service management policies, procedures, and governance requirements.
• Supporting teams through change while maintaining high levels of engagement and performance.

The Impact You'll Make

This role has a significant impact on both the employee experience and the operational effectiveness of the organisation.

By leading a critical support function, you will ensure colleagues receive the reliable technology services they depend on to perform their roles successfully. Your leadership will help strengthen service performance, improve customer satisfaction, drive operational excellence, and support the delivery of strategic transformation initiatives.

You will have the opportunity to influence how services are delivered, improve operational processes, and build a high-performing team that contributes directly to the success of Smurfit Westrock's digital future.

Essential Qualifications, Skills & Experience

To be successful in this role, you will bring:

• Proven experience leading Service Operations or Service Desk teams within a complex IT environment.
• Strong leadership experience with the ability to develop and manage teams across multiple locations.
• Extensive experience of Incident Management, Request Management, Service Desk operations, and Field Engineering processes.
• Experience working within SLA-driven service environments with a strong focus on customer experience.
• Demonstrated ability to manage business stakeholders, customers, and supplier relationships effectively.
• Strong escalation management skills, including the coordination of major incidents.
• Experience measuring, monitoring, and reporting service performance metrics.
• Knowledge of IT Service Management (ITSM) frameworks, including ITIL principles and best practices.
• Experience driving continual service improvement initiatives and operational change.
• Excellent communication and influencing skills with the ability to work across technical and non-technical audiences.
• Strong written and verbal Business English skills.
• Experience working within manufacturing, industrial, or operational business environments.

Desirable:

• Experience supporting IT transformation or operating model change initiatives.
• Advanced knowledge of ITIL processes and service management governance.

Location & Flexible Working

At Smurfit Westrock, we recognise that flexibility is important. We offer a hybrid working environment, providing the opportunity to combine home and office-based working. Expectation is minimum of 3 days onsite in our office in Liverpool.

This role can be based from a Smurfit Westrock location in the UK and will involve regular collaboration with colleagues across the UK and Europe. Occasional travel may be required to support business and team objectives.