IT Service Transformation & Operations Lead

About the role

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.

Key responsibilities

• Lead the optimisation and transformation of the ManageEngine ServiceDesk Plus Cloud platform for retail and corporate environments.
• Review existing processes, workflows and operating models to improve efficiency, performance and customer experience.
• Rebuild team morale, reduce operational pressure and create clear development and progression opportunities.
• Modernise support for 300+ Head Office users, including VIP support, hardware deployment, SaaS provisioning and defined service levels.
• Introduce automation, intelligent ticket routing, self‑service capabilities and knowledge management.
• Develop and implement shift‑left self‑service solutions for store and corporate users.
• Establish effective vendor and partner relationships with performance measures and SLA compliance.
• Set up KPIs, SLAs and reporting mechanisms to drive continuous improvement.
• Build strong relationships across corporate, technology and executive stakeholder groups.
• Foster a culture of ownership, accountability and continuous improvement across technology operations.

Required profile

• 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.
• 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.
• Track record of improving operational performance, reducing backlogs and implementing measurable process improvements.
• Experience developing teams, improving morale and creating a positive culture during significant change.
• Strong vendor and SLA management experience.
• Excellent stakeholder management and communication skills with senior executives.

Required skills

• ManageEngine ServiceDesk Plus Cloud
• Microsoft 365
• Active Directory
• ManageEngine Endpoint Central
• POS systems
• Payment systems
• Store networking