IT Service Lead

The IT Service Lead is responsible for delivering a high-quality, consistent end-user IT experience across the Accordience group. Accordience works in partnership with Inizio Group IT, which provides centralised IT services. This role ensures those services are effectively delivered within Accordience and aligned to business needs. The IT Service Lead combines hands-on technical expertise with service ownership, stakeholder engagement, and local leadership. The role focuses on ensuring reliable day-to-day support, improving service quality, and maintaining a productive technology environment for users. The position acts as the primary point of coordination for IT service delivery within Accordience, working closely with Inizio Group IT on technical standards and policy compliance, while maintaining a clear focus on local business requirements. The role is office-based in London with responsibility for supporting a distributed, international user base.

Key Responsibilities

• Service Ownership & Delivery
  • Own the end-user IT support experience for Accordience, ensuring services meet business needs and expectations.
  • Act as the primary escalation point for complex or high-impact issues affecting Accordience users.
  • Oversee day-to-day support operations including onsite, remote, and executive support.
  • Ensure incidents and service requests are resolved in line with agreed SLAs and business expectations.
  • Monitor service performance and proactively drive service improvements.
• Business Alignment & Stakeholder Management
  • Build strong relationships with Accordience leadership and business units.
  • Represent Accordience priorities within Inizio Group IT forums and governance structures.
  • Translate business requirements into actionable IT improvements.
  • Advocate for Accordience users to ensure appropriate prioritisation within shared IT services.
• Service Improvement & Governance
  • Identify trends, recurring issues, and service gaps, and drive continuous improvement initiatives.
  • Ensure effective use of ITIL practices (Incident, Request, Problem, Change Management, and Knowledge Management).
  • Define and track service KPIs.
  • Drive standardisation where it is beneficial, while ensuring flexibility for local business needs.
• Local IT Leadership
  • Provide leadership and coordination for any Accordience-dedicated support resources (internal or third-party).
  • Support office-based technology including AV, meeting rooms, printers, and peripherals.
  • Oversee IT support for office moves, expansions, and changes.
  • Ensure local compliance with Inizio Group IT policies, security standards, and asset management processes.
• Collaboration with Inizio IT
  • Work closely with Inizio Group IT teams across Service Desk, EUC, CSS, Infrastructure, and Security.
  • Ensure effective escalation, communication, and resolution of cross-team issues.
  • Provide feedback to improve central services based on Accordience user experience.
  • Support the implementation of Global IT initiatives within Accordience.

Reporting Line

This position has a direct reporting line into Inizio Group IT, with day-to-day accountability and collaboration across business functions.

About You

This role offers the opportunity to develop within a broader, global IT environment, working closely with central teams and gaining exposure to a wide range of technologies and service areas.

Experience

• 5+ years of IT support or end-user computing experience.
• Experience operating in a lead or senior support role.
• Proven ability to manage and improve IT support services in a business-facing capacity.
• Experience working within or alongside centralised/shared IT service models.

Technical Skills

• Strong experience with Microsoft 365, Windows, and macOS environments.
• Familiarity with endpoint management tools (e.g., Intune, JAMF).
• Solid understanding of networking fundamentals and device troubleshooting.
• Experience supporting workplace technology (AV, conferencing, peripherals).
• Strong stakeholder management and communication skills.
• Ability to operate independently and take ownership of outcomes.
• Commercial awareness and ability to align IT services to business priorities.
• Problem-solving mindset with a focus on continuous improvement.
• Ability to influence without direct authority across shared service teams.

At Accordience, we are committed to creating an inclusive work environment that values diversity, equity, and inclusion. We welcome applications from all backgrounds and are dedicated to fostering a culture where everyone can succeed.