Overview
Our client a global leader in advanced engineering and technology solutions is now looking for an IT Enablement & Adoption Lead.
This position is responsible for ensuring that IT tools, services, and platforms are effectively adopted, understood, and embedded across the organization.
The role bridges IT, the business, and end users, focusing on delivering measurable value through training, knowledge sharing, adoption, communications and practical productivity improvements, rather than infrastructure delivery or pure service management.
Key Responsibilities
- Develop and deliver an IT adoption strategy to maximize usage of IT tools and services
- Identify gaps in adoption and user experience across the organization
- Work with business stakeholders to:
- Understand user needs
- Address barriers to adoption
- Drive behavior change to ensure tools are used effectively in day‑to‑day work
- Training & Capability Development:
- Design and own a structured IT training and enablement programme aligned to business and Service Desk needs
- Deliver a mix of:
- Instructor‑led training
- Self‑service learning content
- Build capability across:
- End users
- Service Desk analysts (L1/L2)
- Support ongoing initiatives like structured Service Desk training plans
- Automation Adoption & Productivity Improvement:
- Lead the adoption of automation solutions across L1 & L2 Service Desk in IT
- Promote the benefits of automation including:
- Reduced manual effort
- Improved productivity
- Increased accuracy and faster delivery
- Partner with automation teams to:
- Identify high‑value use cases for Service Desk
- Support rollout and user adoption
- Assist with awareness and training sessions aligned to initiatives
- IT Hub, Knowledge & Communications:
- Own and develop the IT SharePoint / IT Hub as the central enablement platform
- Create and maintain:
- Knowledge articles
- How‑to guides
- Short‑form training content and videos
- Own and develop a Service Desk governance framework
- Partner with Business Communication teams to deliver IT updates:
- Produce regular IT newsletters, service updates and adoption campaigns that are concise, plain‑English and user‑centred
- Stakeholder Engagement:
- Act as the primary interface between IT and business users for enablement initiatives
- Build relationships across departments to:
- Gather feedback
- Promote new tools and capabilities
- Drive engagement through:
- Drop‑in sessions
- Champion networks
- Performance & Continuous Improvement:
- Define and track adoption and enablement KPIs such as:
- Training participation and feedback
- Automation usage and benefits with the Service Desk team
- Use insights to:
- Refine training programmes
- Identify further Service Desk automation and improvement opportunities
- Continuously evolve the enablement approach based on user needs
Skills & Experience
- Experience in IT Service Delivery, ITSM, or Business Change
- Strong knowledge and experience using Microsoft 365 (SharePoint, Teams, Copilot, ChatGPT, Power Platform)
- Experience with automation tools (Power Automate, Power Apps, Power BI, Chatbots)
- Experience designing and delivering training or enablement programmes
- Excellent communication and stakeholder engagement skills
- Ability to translate technical solutions into simple, practical user guidance
- Knowledge of digital adoption frameworks
- Understanding of ITIL or Service Management practices
- Experience in international, defence, engineering or government‑adjacent organisations
- Experience using analytics or feedback tools to measure adoption and engagement
- Experience with ServiceNow, supporting enhancements and administration
- Relevant industry certifications (ITIL Service Management, Prince2)
Equal Opportunity Statement
We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer.
