Key Responsibilities
Service Delivery & Process Improvement
* Lead the delivery of all Local Technology Support (LTS) functions across the region.
* Develop, implement, and continuously improve processes that enhance service delivery and operational efficiency.
* Build strong internal and external relationships to improve service quality and customer satisfaction.
* Identify opportunities for process and service enhancements, driving cost savings and efficiency improvements.
* Manage customer satisfaction programs, analyze feedback, and implement corrective actions in collaboration with delivery and support teams.
* Support supplier management processes, ensuring documentation, SLAs, and reporting standards are consistently maintained.
* Participate in commercial discussions to support service and cost optimization.
Technical Leadership
* Demonstrate a solid understanding of core IT products and services such as Security, Core Architecture, Workstation Technology, Collaboration, End User Services, and Digital Workplace.
* Advocate best practices, pricing, and eligibility guidelines to ensure effective adoption of technology services.
* Provide insight and feedback to help shape and refine IT service offerings based on user and business needs.
* Oversee preparation of reports, metrics, and KPIs to support customer service reviews and performance assessments.
People Management
* Lead, mentor, and develop a team of technology support professionals to achieve high performance and engagement.
* Conduct regular one-to-ones, performance reviews, and coaching sessions to build capability and drive accountability.
* Manage recruitment, onboarding, and ongoing development of team members.
* Identify and nurture high-potential employees to support succession planning and career growth.
* Address performance issues proactively, providing clear feedback and structured improvement plans when necessary.
* Effectively manage and prioritize team workloads to ensure delivery excellence across multiple projects and stakeholders.
Requirements
* Proven experience in IT service delivery or technology support management.
* Strong leadership and people management skills with a track record of building high-performing teams.
* Excellent communication and stakeholder management skills.
* Demonstrated ability to manage suppliers and third-party relationships.
* Experience with continuous improvement, service design, or process optimization.
* Solid understanding of enterprise IT infrastructure and services.
* Flexibility to travel within the UK as needed.