Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment
Job Summary
Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment.
Implement and apply best practices and ensure we’re following them when it comes to IT Support.
Facilitate the Change Advisory Board (CAB) ensuring adherence to SOX and ISO compliance are upheld and operationally met by the support teams.
Matching Summary
Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment.
Skills & Requirements
Must-have
Lead IT Support Operation
IT Business Partner
Technical escalation point
IT service strategies alignment
Modernise IT Support
ITSM (FreshService) System Owner
Manage operation to budget
Nice-to-have
Embracing AI in the workplace
Promote learning and supports agentic delivery
Positive example on ownership
Key Requirements
Senior experience leading enterprise IT support functions
Proven track record building, managing, and developing support teams
Experience acting as senior escalation point
Strong people leader with demonstrable coaching and talent development capabilities
Experience owning budgets, resourcing, and operational decision-making
Strong understanding of IT service management best practices
Proven ability to modernise and improve IT support operations
Acts as an effective IT business partner
Excellent communication skills
Experience operating IT support in regulated environments
Practical experience supporting or contributing to Change Advisory Boards (CAB)
Able to embed governance and control into day-to-day operations