Associate Director - Digital Consultancy in London

Mace combines construction expertise with consultancy to unlock potential in every person or project and redefine the boundaries of ambition. Our values shape the way we consult and define the people we want to join us on our journey.

As the Digital Service Management Lead, you will be responsible for the support functions on large projects and programmes by being hands on working on a project to design, set up and lead the support function, and also overseeing existing support teams on global projects. You will define, manage, and when required, operate the support capability on Mace projects, ensuring alignment with ITIL principles and programme governance on a global scale.

This role will select and onboard a support tool, establish triage processes for incidents and service requests across the programme, create comprehensive support documentation, and design a structured “support wrap” to guarantee continuity and resilience across clients. Acting as the escalation point for complex issues, the IT Support Lead will ensure seamless service delivery across critical systems supporting clients.

You’ll be responsible for:

• Establishing an IT support model that can be scaled across different projects while keeping processes, KPI’s, SLA’s, OLA’s, and knowledge material standardised where possible.
• Documenting and maintaining a comprehensive service catalogue detailing all IT services, support tiers, and escalation paths.
• Implementing robust processes for prioritising and resolving incidents and service requests across multiple stakeholders.
• Implementing a robust problem management and continual service improvement process that can be leveraged across projects that are using the service.
• Ensuring that services and products drive value and are frequently reviewed to ensure that this is the case.
• Providing a change management process to ensure that changes can be deployed quickly, with minimal risk.
• Producing a process for the creation and maintenance of knowledge base articles, troubleshooting guides, and process flows for systems and integrations.
• Acting as the central contact to promote the support function both internally and with external facing clients or potential clients.
• Driving enhancements in support processes and tools, ensuring alignment with ITIL principles and governance.
• Tracking performance against SLAs and KPIs, providing reports to programme governance boards and highlighting improvement opportunities.
• Ensuring all support activities adhere to client policies, data security standards, and regulatory requirements (e.g., GDPR, ISO27001).
• Enabling baseline reporting so that clients can measure the success of the support that they have and identify opportunities for improvements.
• Providing guidance for project teams to onboard support systems where the Mace Consult tool of choice is not appropriate for the client.
• Defining support roles, hire and manage support staff that can act as remote or onsite operatives as per client requirements.
• Train, coach and mentor said staff to meet the support demands.
• Selecting and onboard a suitable support tool (if required) that is flexible, secure and scalable and can meet the demands of data sovereignty and security for a multiclient service provider.

You’ll need to have:

• Strong understanding of ITIL framework and service management principles, preferably ITIL qualified.
• Expertise in incident, problem, change management, including triage and escalation processes.
• Ability to create and maintain support documentation (knowledge base, troubleshooting guides, process flows).
• Proven experience in building an IT support model and service transition process within large-scale programmes, multi-site environments with a global reach.
• Strong understanding of IT infrastructure, networking, and system integration.
• Strong awareness of cyber security and information security documentation.
• Excellent organisational and stakeholder engagement skills.
• Ability to manage governance, risk, and reporting processes effectively.
• Project management professional.
• Business relationship management professional.
• Service Desk management professional.
• Experience of the construction industry.
• 10+ years of digital experience.
• APM accredited Proven Project Manager.
• Business Relationship Management professional.

Our values:

• Safety first - Going home safe and well: We champion a safe, diverse and inclusive working environment, understanding the importance of wellbeing in every team.
• Client focus - Deliver on our promise: We own the quality of deliverables, strategic outcomes and build long term relationships with our clients.
• Integrity - Always do the right thing: We influence positive outcomes within our industry, while always aligning with our compliance obligations.
• Create opportunity - For our people to excel: We champion a continuous improvement culture throughout all activities, inspiring our people and teams to develop.

Mace is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all the criteria, please apply as you may still be the best candidate for this role or another role within our organisation. We are also open to discussing part time, flexible, and hybrid working options if suitable within the role.