Collaboration Service Lead

As a Collaboration Service Lead, you will be responsible for the operational health and day-to-day management of collaboration services across AV, booking, kiosk, vending, and print domains. Reporting to the Collaboration Domain Owner, you will ensure services are stable, responsive, well-governed, and continuously improved. This role is critical to maintaining service continuity, leading effective incident and problem management, and driving insight-led improvements across the end-user collaboration experience. You will work closely with support teams, product managers, and vendors to ensure every user touchpoint is reliable, efficient, and well supported.

What you’ll be doing as a Collaboration Service Lead:

• Lead incident, request, and problem management across collaboration services, supporting a team of up to 8 support engineers.
• Ensure timely and effective resolution of service disruptions, user requests, and recurring issues.
• Govern and standardise support workflows across AV, booking, print, kiosk, and vending services.
• Provide operational oversight across collaboration service domains, including AV and conferencing services, room and desk booking tools, IT vending machines, and print services.
• Maintain service dashboards and reporting for incident trends, service health, and SLA performance.
• Track service usage, support volumes, and root cause patterns to inform service improvements.
• Provide regular reporting and insight to the Collaboration Domain Owner and relevant product teams.
• Act as the escalation point for recurring or complex service issues, leading root cause analysis and problem resolution.
• Work with engineering and vendor teams to implement permanent fixes and prevent recurrence.
• Identify opportunities to simplify support models and enhance the end-user experience.
• Embed governance across support processes, ensuring clear ownership, escalation paths, and risk management.
• Ensure compliance with accessibility, data protection, sustainability, and audit requirements.
• Maintain service documentation, runbooks, and operational support guides.
• Act as a key liaison between support teams, product managers, and external vendors.
• Ensure vendor performance aligns with agreed SLAs and incident response expectations.
• Coordinate and upscale complex issues across internal and external stakeholders.
• Champion continuous improvement and product-led delivery practices across collaboration services.
• Use data, dashboards, and user feedback to iterate services, tooling, and support models.
• Align collaboration services with wider digital workplace transformation objectives.

What you should bring to the role:

• ITIL Foundation certification as a minimum.
• Proven experience in IT service management (ITSM), ideally within workplace or end-user technology environments.
• Strong understanding of incident, request, and problem management frameworks (e.g. ITIL).
• Demonstrated experience in root cause analysis, escalation management, and vendor coordination.
• Strong people management skills with the ability to lead support teams and make effective operational decisions.
• A solid technical background, acting as a subject matter expert across relevant collaboration technologies.

Essential technical skills and experience:

• Deep understanding of ITIL practices, workflows, and service governance.
• Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent platforms.
• Ability to create, maintain, and govern support documentation and resolution guides.
• Experience supporting AV hardware and conferencing platforms such as Microsoft Teams Rooms or Zoom.
• Knowledge of secure print solutions, badge release systems, and identity integration.
• Experience with digital signage, kiosk operating systems, and vending telemetry platforms.
• Understanding of NFC, barcode scanners, RF scanners, and touch-based interfaces.
• Experience with booking platforms such as GoBright, Microsoft Bookings, or custom-built solutions.
• Experience managing service catalogues, incidents, and changes within ServiceNow or Jira.
• Ability to evaluate, onboard, and govern OEMs, logistics providers, and service partners.
• Comfortable managing provisioning, rollout planning, and decommissioning workflows.
• Familiarity with audit trails, policy enforcement, accessibility standards, and compliance reporting.
• Ability to interpret telemetry, usage trends, and service health metrics to drive data-led decisions.

Desirable experience:

• Experience operating within large, complex enterprise environments.
• Exposure to digital workplace transformation programmes or product-led service models.
• Experience driving continuous improvement initiatives using service data and user insight.

What’s in it for you?

• Competitive salary up to £65,000 per annum depending on experience.
• Annual Leave – 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances.

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.

Working at Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way.

Together, we can build a better future for our customers, our region, and our planet. Real purpose, real support, real opportunities. Come and join the Thames Water family.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.