IT Service Transformation & Operations Lead in Liverpool

IT Service Transformation & Operations Lead

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 su