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.