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 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. 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. 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. 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. 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
