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For Companies At a Glance
- Tasks: Lead consumer engagement for Network Services and drive service improvement initiatives.
- Company: EOS IT Solutions, a global tech and logistics leader focused on quality service.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Join a collaborative team dedicated to innovation and customer satisfaction.
- Why this job: Be the voice of consumers and make a real impact in a dynamic tech landscape.
- Qualifications: Experience in service engagement and strong stakeholder management skills required.
The predicted salary is between 60000 - 75000 £ per year.
Who We Are
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees. We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
Role Purpose
The Service Engagement Lead – Network Services acts as the primary interface between Network Services and its consumers, including Lines of Business (LOBs) and peer technology teams. The role represents the voice of the consumer within Network Services, ensuring customer needs, expectations, and priorities are clearly understood, translated, and acted upon. In parallel, the role establishes and operates a robust governance framework for the Network Services service catalogue, working closely with Service Catalogue Owners to drive clarity, accountability, and continuous service improvement. This is a highly visible role requiring strong stakeholder engagement, service management acumen, and the credibility to operate effectively with senior business and technology leaders.
Key Responsibilities:
- Consumer Engagement & Advocacy
- Serve as the single, trusted point of contact for consumers of Network Services across Lines of Business and Technology.
- Build and sustain strong relationships with senior stakeholders, platform teams, and delivery organisations.
- Represent consumer needs, priorities, and pain points to Network Services leadership, engineering, and operations teams.
- Ensure service consumers have a clear understanding of:
- The services provided by Network Services
- Engagement and escalation pathways
- Expected service levels, outcomes, and responsibilities
- Proactively gather feedback through formal engagement forums, service reviews, and ad-hoc interactions.
- Translate consumer feedback into clear, actionable service improvement initiatives in partnership with engineering, operations, and product teams.
- Ensure Network Services roadmaps, initiatives, and investment decisions are aligned to consumer outcomes.
- Provide constructive challenge where services lack clarity or are misaligned to consumer needs.
- Champion simplification, standardisation, and improvements to the overall service experience across the network estate.
- Design, establish, and operate a formal governance framework for the Network Services service catalogue.
- Partner with Service Catalogue Owners to ensure:
- Clear and consistent service definitions
- Defined ownership and accountability
- Documented service characteristics (scope, inputs/outputs, SLAs, dependencies)
- Service onboarding and retirement
- Changes to service scope or commitments
- Issue escalation and decision tracking
- Drive consistency and quality in how Network Services communicates service performance, change, and risk.
- Support development of service-level artefacts, including:
- Service overviews and summaries
- Engagement models and escalation pathways
- Service performance, health, and risk reporting
- Identify gaps in service maturity and work with Network Services teams to address them.
- Track recurring themes, trends, and systemic issues across consumers to inform prioritisation and roadmap decisions.
- Support adoption of service management best practices, including clear ownership, lifecycle management, and customer experience focus.
- Measure and report on the effectiveness of service engagement and overall consumer satisfaction.
Key Stakeholders
- Lines of Business technology leaders
- Enterprise and platform technology teams
- Network Services leadership, engineering, and operations teams
- Service Catalogue Owners
- Risk, controls, and governance partners (as applicable)
Required Skills & Experience
Essential
- Proven experience in service engagement, service management, or relationship management within a large technology organisation.
- Strong understanding of network services or infrastructure-based technology domains.
- Demonstrated ability to act as a customer advocate while influencing internal delivery teams.
- Experience establishing or operating service governance frameworks or service catalogues.
- Excellent stakeholder management and communication skills, including engagement with senior leaders.
- Ability to translate complex technical concepts into clear, consumer-focused language.
Desirable
- Experience working in a matrixed, regulated, or financial services environment.
- Familiarity with ITIL or service management principles (certification not required).
- Experience driving service maturity improvements or operating model change.
Service Engagement Lead in London employer: EOS
Contact Detail:
EOS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Engagement Lead in London
✨Tip Number 1
Network your way in! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for getting noticed. A personal connection can make all the difference!
✨Tip Number 2
Prepare for interviews like a pro! Research the company, understand their services, and think about how your skills align with their needs. Practice common interview questions and be ready to discuss how you can advocate for consumers in Network Services.
✨Tip Number 3
Showcase your stakeholder management skills! During interviews, share examples of how you've built strong relationships and influenced teams in the past. This will demonstrate your ability to be the voice of the consumer effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at EOS IT Solutions.
We think you need these skills to ace Service Engagement Lead in London
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. Tailor your application to resonate with the values and priorities of EOS IT Solutions. Show us that you get what we do and how you can contribute!
Be Clear and Concise: When it comes to your written application, clarity is key. Use straightforward language and avoid jargon unless it's relevant. We want to see your skills shine through without any fluff getting in the way!
Showcase Your Experience: Highlight your relevant experience in service engagement or management. Use specific examples to demonstrate how you've successfully navigated similar roles. We love seeing real-world applications of your skills!
Proofread Like a Pro: Before hitting send, give your application a thorough once-over. Typos and grammatical errors can distract from your message. We appreciate attention to detail, so make sure your application reflects that!
How to prepare for a job interview at EOS
✨Know Your Stuff
Make sure you have a solid understanding of network services and the technology involved. Brush up on key concepts and be ready to discuss how they relate to consumer needs. This will show that you can effectively advocate for consumers and understand their pain points.
✨Build Relationships
Think about how you can demonstrate your ability to build strong relationships with stakeholders. Prepare examples from your past experiences where you've successfully engaged with senior leaders or cross-functional teams. This will highlight your stakeholder management skills.
✨Speak Their Language
Practice translating complex technical jargon into clear, consumer-focused language. During the interview, aim to communicate in a way that resonates with non-technical stakeholders. This will showcase your ability to bridge the gap between technical teams and consumers.
✨Showcase Continuous Improvement Mindset
Be ready to discuss how you've identified gaps in service maturity and driven improvements in previous roles. Share specific examples of how you've implemented service governance frameworks or enhanced service catalogues, as this aligns perfectly with the role's responsibilities.