Global Onsite Support Operations Transformation Lead

We are seeking a skilled professional to lead our onsite support operations. This role is pivotal in maintaining service quality, optimizing workflows, and fostering a high-performing team.

The ideal candidate will have experience managing daily onsite support operations, adhering to ITIL processes and organizational SLAs. They will oversee the tracking, analysis, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery.

This role involves occasional travel to customer sites in the UK and RoI. SC Clearance/CTC Clearance level is mandatory for the role.

• Manage daily onsite support operations, ensuring adherence to ITIL processes and organizational SLAs
• Oversee the tracking, analysing, and reporting on KPIs and service metrics to identify areas for improvement and ensure consistent service delivery
• Line manage remote onsite support staff based on customer sites
• Mentor and develop the onsite team, fostering a positive and collaborative environment
• Promote adherence to ITIL best practices, including incident, problem, change, and knowledge management
• Identify inefficiencies in processes and workflows, recommending and implementing improvements to enhance service quality
• Motivate and inspire the team to achieve organisational and onsite support objectives and maintain high levels of customer satisfaction
• Build strong relationships with stakeholders and end-users, ensuring their IT support needs are met effectively and professionally
• Collaborate with third-party vendors, ensuring optimal performance and cost-effectiveness

• Minimum 5 years' experience in IT support, with at least 3 years in a managerial or supervisory role
• Proven track record of managing a successful support team in a fast-paced environment
• Proven track record in delivering a digital user experience to very high outcomes
• Proven track record in delivering shift left, automation and AI-driven results
• Working understanding of IT infrastructure, systems, and troubleshooting methodologies
• Experience with service desk management tools (e.g., ServiceNow)
• Knowledge of ITIL frameworks and best practices; ITIL certification preferred
• Excellent leadership and team management skills
• Strong communication, interpersonal, and problem-solving abilities
• Customer-focused mindset with a commitment to delivering high-quality support
• Strategic thinking and decision-making
• Ability to manage multiple priorities and meet deadlines
• Adaptability to evolving technologies and processes
• Strong analytical and reporting skills
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
• Relevant Technical Certifications
• Willingness to travel to customer sites in the UK and RoI

We offer a comprehensive benefits package that prioritises employees' wellbeing, professional growth, and financial stability.

• Quarterly Performance-Related Profit Share Scheme
• Career Progression & mentorship coaching through Strength in Balance & Leadership schemes
• Flexible/remote working
• Financial Wellbeing initiatives including Pension, Private Healthcare Cover, Life Assurance, Financial advice and Employee Discount scheme
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and more
• Educational assistance, incentivised certifications, and accreditations
• Reward schemes including Annual Excellence Awards & 'Call-Out' platform

We foster a culture that encourages collaboration and innovation, reflecting our Strength in Balance model which emphasises a balanced focus on our customers, our people, and a strong organisation.

We are a global leader in business transformation, partnering with customers to go beyond expectations through cutting-edge technology and expert teams.

We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers.