Location: Hybrid / UK
Business Area: Support Services
Reporting to: Commercial Director
Contract Type: Permanent
Salary: Competitive and benefits
About MACS
MACS is a leading provider of digital asset and facilities management solutions across the UK and Ireland. We help organisations transform the management of their assets, workplaces, facilities and infrastructure through IBM Maximo Application Suite (MAS), TRIRIGA, MREF and associated services.
As our support services capability continues to grow, we are looking for an experienced and ambitious Support Services Practice Lead to shape, lead and continuously improve our support function.
Role Purpose
The Support Services Practice Lead is responsible for the strategic and operational leadership of MACS' support services capability.
This is a senior leadership role sitting above Team Leads and Support Analysts, accountable for service performance, customer satisfaction, operational excellence and continuous improvement across the support function.
You will define how support services are delivered across the business, establishing standards, processes, governance and best practice while ensuring exceptional outcomes for customers and internal stakeholders.
The successful candidate will combine strong people leadership, service management expertise and commercial awareness with a passion for developing high-performing teams and continually improving service delivery.
Key Responsibilities
-
Service Leadership & Delivery
- Own overall service performance, quality and customer outcomes across all support services.
- Ensure delivery of contractual commitments, service levels and operational targets.
- Provide senior oversight of incident, problem and change management activities.
- Act as the final escalation point for major service issues and customer concerns.
- Drive service consistency, stability and operational excellence across all support teams.
Practice Leadership
- Lead and develop Support Team Leads and wider support teams.
- Define organisational structures, roles, responsibilities and operating models.
- Build capability across analysts, specialists and team leaders.
- Foster a culture of accountability, collaboration, coaching and continuous learning.
- Support recruitment, succession planning and workforce development.
Strategy & Governance
- Define and maintain support service standards, processes and governance frameworks.
- Develop and execute the support services roadmap aligned to business objectives.
- Establish KPIs, service reporting and performance measurement frameworks.
- Ensure adherence to ITIL-aligned best practice and organisational standards.
- Drive compliance with security, audit and operational requirements.
Continuous Improvement
- Identify opportunities to improve service quality, efficiency and customer experience.
- Lead automation, tooling and process improvement initiatives.
- Drive root cause analysis and problem management activities.
- Improve service maturity through innovation, standardisation and best practice adoption.
- Champion a culture of continual service improvement across the organisation.
Customer & Stakeholder Management
- Build trusted relationships with key customers and senior stakeholders.
- Lead service reviews and executive-level customer discussions.
- Collaborate with delivery, project and technical teams to ensure seamless service outcomes.
- Translate customer requirements into scalable support capabilities.
- Communicate service performance, risks and improvement opportunities effectively.
Commercial & Business Leadership
- Manage support service budgets and cost-to-serve performance.
- Drive resource planning, utilisation and operational efficiency.
- Support bids, proposals and service design activities for new and existing customers.
- Contribute to the growth and profitability of MACS' support services business.
- Identify opportunities to enhance customer value and expand service offerings.
Essential Skills & Experience
-
About You
You will be an experienced service management leader with a proven track record of building and leading high-performing support teams.
Essential Experience
- Significant experience leading IT support, managed services or service delivery functions.
- Experience managing multiple teams through Team Leads or equivalent leadership roles.
- Demonstrable success improving service performance and customer satisfaction.
- Experience operating within ITIL-based service management environments.
- Strong stakeholder management and customer-facing leadership experience.
- Experience managing escalations, major incidents and operational governance.
- Proven ability to drive organisational change and continuous improvement.
- Strong commercial awareness and understanding of service profitability.
Essential Skills
- Exceptional leadership and people development capabilities.
- Strong communication and influencing skills.
- Strategic thinking combined with operational execution.
- Data-driven decision-making and performance management.
- Excellent problem-solving and organisational skills.
- Ability to build credibility with customers, colleagues and senior leadership teams.
Desirable
- ITIL Certification
- Experience supporting IBM Maximo Application Suite (MAS), TRIRIGA, MREF or enterprise asset management platforms.
- Experience within managed services, facilities management or digital asset management sectors.
- Experience implementing service management tooling and automation solutions.
What Success Looks Like
Within your first 12 months you will:
- Establish clear standards, governance and performance measures across the support function.
- Improve customer satisfaction and service performance outcomes.
- Strengthen leadership capability across support teams.
- Drive measurable service improvement and operational efficiency initiatives.
- Create a scalable support model that supports MACS' continued growth ambitions.
- Build a culture focused on accountability, customer success and continuous improvement.
Why Join MACS?
- Opportunity to shape and lead a growing support services practice.
- Work with leading technologies including IBM Maximo Application Suite and MREF (TRIRIGA).
- Influence strategic decisions and organisational direction.
- Be part of a collaborative and ambitious leadership team.
- Competitive salary, benefits and professional development opportunities.
