Overview
The IT Service Transformation & Operations Lead will oversee a critical transformation initiative within a diverse technology support and operational framework. This hybrid role demands a seasoned leader who can unify technology strategies, operational processes, and personnel development to drive efficiency and enhance user experience across the organization. Collaborating with various stakeholders, the lead will implement significant changes to optimize IT service delivery for over 200 corporate users and support multiple locations, focusing on operational excellence and a customer-centric approach.
Responsibilities
- Lead the optimisation and transformation of the ManageEngine ServiceDesk Plus Cloud platform.
- Review and improve existing processes, workflows, and operating models for efficiency.
- Rebuild team morale and create development opportunities within the technology support team.
- Modernise the corporate support model for 300+ Head Office users.
- Introduce automation and self-service capabilities to enhance user efficiency.
- Develop and implement a Shift-Left Strategy for straightforward technology issue resolution.
- Establish relationships and performance measures with vendors and partners to meet SLAs.
- Create KPIs and reporting mechanisms to track operational performance.
Requirements
- 5+ years' experience in IT support, technology operations, or service transformation within retail and corporate settings.
- Hands-on experience with ManageEngine ServiceDesk Plus Cloud, including configuration and automation.
- Knowledge of Microsoft 365, Active Directory, and modern endpoint technologies like ManageEngine Endpoint Central.
- Experience in supporting large physical estates of 500+ locations alongside corporate environments.
- Strong background in improving operational performance and implementing process improvements.
- Experience in vendor and SLA management.
- Excellent stakeholder management and effective communication skills with diverse audiences.
- Track record of team development and fostering a positive culture during change.