At a Glance
- Tasks: Lead IT service delivery and enhance user experience across the Accordience group.
- Company: Join Accordience, a dynamic international communications group with a collaborative culture.
- Benefits: Inclusive workplace, diverse team, and opportunities for professional growth.
- Other info: Work in a vibrant office in London with a focus on innovation and teamwork.
- Why this job: Make a real impact by improving IT services for users globally.
- Qualifications: 5+ years in IT support, strong communication skills, and a problem-solving mindset.
The predicted salary is between 55000 - 65000 £ per year.
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).
Skills & Competencies
- 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.
About Accordience
Accordience is an international public relations, public affairs, financial and corporate communications group, consisting of Grayling, Citigate Dewe Rogerson (CDR), Red Consultancy and Cirkle. Together, we have approximately 800 employees operating across 30 countries. Accordience works in close partnership with Inizio, a global health and life sciences communications group of over 11,000 employees worldwide, which provides shared IT services.
Our Commitment
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.
IT Service Lead in London employer: Inizio
Accordience is an exceptional employer that prioritises a high-quality IT service experience while fostering a collaborative and inclusive work culture. Based in London, the IT Service Lead role offers unique opportunities for professional growth within a global network, allowing employees to engage with diverse technologies and contribute to meaningful service improvements. With a commitment to employee development and a supportive environment, Accordience stands out as a rewarding place to build a career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Lead in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Accordience on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the IT Service Lead role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding of ITIL practices. Be ready to discuss how you've improved IT support services in previous roles, as this will show you're the right fit for the job.
✨Tip Number 3
Showcase your stakeholder management skills during the interview. Share examples of how you've built strong relationships with leadership and translated business needs into actionable IT improvements.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Accordience team.
We think you need these skills to ace IT Service Lead in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the IT Service Lead role. Highlight your hands-on technical expertise and any leadership roles you've had in IT support to show us you're the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about improving IT services and how you can enhance the end-user experience at Accordience. Be specific about your past achievements and how they relate to our needs.
Showcase Your Stakeholder Management Skills:In your application, emphasise your ability to build strong relationships and communicate effectively with various stakeholders. We want to see how you can advocate for users and align IT services with business priorities.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Inizio
✨Know Your IT Stuff
Make sure you brush up on your technical skills, especially with Microsoft 365, Windows, and macOS. Be ready to discuss your hands-on experience and how you've tackled complex IT issues in the past. This role is all about delivering a top-notch end-user experience, so show them you know your stuff!
✨Showcase Your Stakeholder Skills
This position requires strong stakeholder management, so think of examples where you've built relationships or influenced decisions. Prepare to talk about how you've translated business needs into actionable IT improvements. They want to see that you can advocate for users effectively!
✨Demonstrate Problem-Solving Prowess
Be ready to share specific instances where you've identified service gaps or recurring issues and how you drove improvements. Highlight your problem-solving mindset and any continuous improvement initiatives you've led. They’ll appreciate your proactive approach!
✨Understand the Bigger Picture
Familiarise yourself with Accordience's partnership with Inizio Group IT. Understand their shared service model and be prepared to discuss how you would align local IT services with broader business priorities. Showing that you grasp the overall strategy will set you apart!
