At a Glance
- Tasks: Lead IT service transformation and optimise technology support across multiple locations.
- Company: Dynamic organisation focused on technology excellence and operational efficiency.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Join a culture of continuous improvement and strong team development.
- Why this job: Make a significant impact by modernising IT support and enhancing user experience.
- Qualifications: 5+ years in IT support leadership and proven transformation experience.
The predicted salary is between 57704 - 70528 £ per year.
Contract Liverpool, UK Posted 18 hours ago 350 – 400 per day Outside IR35 – Hybrid
Our client is looking for an experienced IT Service Transformation & Operations Lead to take ownership of a significant transformation programme across their technology support and operational environment. This is a high-impact leadership role for someone who can combine technology, operational excellence and people transformation. You will be responsible for modernising the way IT support is delivered across a large estate and corporate Head Office, while creating a more efficient, empowered and customer-focused technology function.
The organisation supports multiple locations and 200+ Head Office users, making this a complex and highly visible environment where technology availability is critical to day-to-day operations. You will play a pivotal role in reducing operational inefficiencies, improving user experience, introducing automation and developing a high-performing team culture.
Key Responsibilities
- Technology & Platform Transformation: Lead the optimisation and transformation of the ManageEngine ServiceDesk Plus Cloud platform, ensuring it effectively supports both retail and corporate environments.
- Operational Transformation: Review existing processes, workflows and operating models, identifying opportunities to improve efficiency, performance and customer experience.
- People & Culture: Rebuild team morale, reduce operational pressure and create clear development and progression opportunities for the technology support team.
- Corporate Technology Support: Modernise the support model for 300+ Head Office users, including VIP support, hardware deployment, SaaS provisioning and clearly defined service levels.
- Automation & Self-Service: Introduce automation, intelligent ticket routing, self-service capabilities and knowledge management to improve efficiency and empower users.
- Shift-Left Strategy: Develop and implement self-service solutions that enable store colleagues and corporate users to resolve straightforward technology issues independently.
- Vendor & Partner Management: Establish effective relationships and performance measures with field engineering teams, hardware suppliers and technology vendors, ensuring agreed SLAs are consistently achieved.
- Performance & Reporting: Establish meaningful KPIs, SLAs and reporting mechanisms to measure operational performance and demonstrate continuous improvement.
- Stakeholder Management: Build strong relationships across corporate, technology and executive stakeholder groups, adapting communication appropriately to each audience.
- Continuous Improvement: Develop a culture of ownership, accountability and continuous improvement across the technology operations function.
Skills required:
- 5+ years' experience leading IT support, technology operations or service transformation programmes across retail and corporate environments.
- Proven experience transforming technology support functions within complex, geographically distributed organisations.
- Strong hands-on knowledge of ManageEngine ServiceDesk Plus Cloud, including configuration, workflows, automation and optimisation.
- Experience supporting large physical estates, ideally 500+ remote locations, alongside a corporate Head Office environment.
- Strong understanding of Microsoft 365, Active Directory and modern endpoint/MDM technologies such as ManageEngine Endpoint Central.
- Experience supporting retail-critical technologies including POS, payment systems and store networking.
- A strong track record of improving operational performance, reducing backlogs and implementing measurable process improvements.
- Experience developing teams, improving morale and creating a positive culture during periods of significant change.
- Strong vendor and SLA management experience.
- Excellent stakeholder management and communication skills, with the ability to engage effectively with store colleagues, corporate users, technical teams and senior executives.
IT Service Transformation & Operations Lead – 11817HS in Liverpool employer: Proactive Appointments
Proactive Appointments is an excellent employer, offering a dynamic work environment that fosters innovation and collaboration in the Financial Services sector. With a strong emphasis on employee growth, we provide ample opportunities for professional development and skill enhancement, all while enjoying the flexibility of a hybrid working model. Our supportive culture encourages teamwork and values each individual's contributions, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Transformation & Operations Lead – 11817HS in Liverpool
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Proactive Appointments values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Proactive Appointments might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Proactive Appointments!
✨Direct Apply to Proactive Appointments
Let's not forget to apply directly through the Proactive Appointments website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Transformation & Operations Lead – 11817HS in Liverpool
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Proactive Appointments.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Proactive Appointments. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Proactive Appointments
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
