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For Companies At a Glance
- Tasks: Lead a global team to enhance IT service management and user experience.
- Company: Join Sophos, a leader in cybersecurity solutions protecting millions worldwide.
- Benefits: Enjoy remote work, wellness initiatives, and a fun, inclusive culture.
- Why this job: Be part of transformative projects that make a real impact on user experience.
- Qualifications: Experience in IT service management, project management, and people leadership required.
- Other info: Diversity and inclusion are at our core; all backgrounds are encouraged to apply.
The predicted salary is between 43200 - 72000 £ per year.
About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions.
Role Summary
The Experience Transformation Manager will be responsible for delivering transformation initiatives across the business in support of achieving an enhanced user experience. You will assess tools, processes, suppliers, and teams to identify best in class service improvement opportunities to reduce resolution times, increase self-service adoption, reduce hand-offs and identify next generation AI solutions to support our business success. You will have direct people management responsibilities for a varied, global team of professionals representing the IT Service Management function and will drive a continual improvement culture and mindset. You will own our service improvement plans within the IT Services business, delivering targeted campaigns to optimise our processes and costs and be a trusted voice of our users to drive an enhanced experience, collaborating across our wider business areas.
What You Will Do
- Lead a team of IT support professionals responsible for varied services covering the end to end service management process.
- Drive change transformation programs including process design, communication and end user adoption/cultural change initiatives.
- Lead incident, problem and change improvements and operational efficiencies.
- Own knowledge management enhancements, identifying gaps, building learning plans and communication within the business.
- Own relationships with internal and external stakeholders, representing the IT service.
- Analyse organisational processes and procedures, developing process enhancement strategies.
- Collaborate with platform and product owners to streamline access, utilisation, and simplify the user journey.
- Identify and build experience aligned measures and communicate within the business.
- Create and manage datasets, identifying actionable insights and owning implementation of enhancements.
- Work with suppliers to identify and implement enhanced services and offerings.
- Streamline our IT offerings, aligned to modern, proactive support channels.
- Collaboration with engineering and automation teams, focused on driving an improved end to end experience.
- Support and input to our IT strategy.
What You Will Bring
- Leading service focused teams and functions.
- Strong knowledge and foundation within ITSM.
- People management of local and global teams including managing differing cultures.
- Project management experience.
- Organisational change management experience.
- ITIL Foundation certified.
- SLA and KPI management and the relationship to the user experience.
- Automation platforms including Power Platform, RPA and ITSM integration.
- Process ownership and improvement.
- Management of the end user journey and IT contact channel improvements.
- Implementation and management of chat bots; Microsoft Power VA preferred.
Desirable:
- Experience level agreement implementation.
- Power BI understanding and experience.
- ITSM tools; Jira, ServiceNow, Freshservice or others.
- Asset Management experience.
- Automation planning and implementation across IT service orgs.
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. We encourage you to apply, regardless of whether you meet every single qualification.
What’s Great About Sophos?
- Sophos operates a remote-first working model, making remote work the primary option for most employees.
- Our people – we innovate and create, all accompanied by a great sense of fun and team spirit.
- Employee-led diversity and inclusion networks that build community and provide education and advocacy.
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
- Global employee sustainability initiatives to reduce our environmental footprint.
- Global fitness and trivia competitions to keep our bodies and minds sharp.
- Global wellbeing days for employees to relax and recharge.
- Monthly wellbeing webinars and training to support employee health and wellbeing.
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We encourage applicants who can contribute to the diversity of our team.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy.
Manager, IT Experience Transformation employer: Sophos Group
Contact Detail:
Sophos Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, IT Experience Transformation
✨Tip Number 1
Familiarise yourself with IT Service Management (ITSM) principles and practices, as this role heavily relies on them. Understanding frameworks like ITIL will not only help you in interviews but also demonstrate your commitment to the field.
✨Tip Number 2
Showcase your experience in leading diverse teams, especially in a global context. Be prepared to discuss specific examples of how you've managed cultural differences and driven team performance in previous roles.
✨Tip Number 3
Highlight any project management experience you have, particularly in change management initiatives. Be ready to explain how you've successfully implemented process improvements and driven user adoption in past projects.
✨Tip Number 4
Demonstrate your knowledge of automation tools and platforms, such as Power Platform or RPA. Discuss any relevant projects where you've integrated these technologies to enhance service delivery and improve user experiences.
We think you need these skills to ace Manager, IT Experience Transformation
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management, project management, and people management. Use specific examples that demonstrate your ability to lead teams and drive transformation initiatives.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing user experiences and detail how your skills align with the responsibilities of the Experience Transformation Manager role. Mention your familiarity with automation platforms and your approach to organisational change management.
Showcase Relevant Skills: Emphasise your knowledge of ITIL, SLA and KPI management, and any experience with ITSM tools like Jira or ServiceNow. Highlight your understanding of automation planning and implementation, as these are crucial for the role.
Demonstrate Cultural Fit: Sophos values diversity and inclusion, so make sure to convey your commitment to these principles in your application. Share any experiences that showcase your ability to work with diverse teams and adapt to different cultures.
How to prepare for a job interview at Sophos Group
✨Understand the Role
Make sure you have a clear understanding of the Experience Transformation Manager role. Familiarise yourself with IT Service Management (ITSM) principles and how they relate to user experience. Be prepared to discuss how your previous experiences align with the responsibilities outlined in the job description.
✨Showcase Your Leadership Skills
As this role involves managing a global team, be ready to share examples of your leadership style and how you've successfully managed diverse teams in the past. Highlight any experience you have in driving change transformation programs and fostering a culture of continual improvement.
✨Prepare for Technical Questions
Expect questions related to ITIL, SLA and KPI management, and automation platforms like Power Platform or RPA. Brush up on your knowledge of these areas and be ready to discuss how you've implemented or improved processes in your previous roles.
✨Demonstrate Your Collaborative Spirit
Collaboration is key in this role, so be prepared to discuss how you've worked with various stakeholders in the past. Share specific examples of how you've collaborated with engineering and automation teams to enhance user experiences and streamline processes.
