Job Description

This is a strategic advisory position focused on optimising service quality, operational performance, and user experience across two pivotal areas: the Service Desk and Workplace Tech. You will influence the operational direction, elevate service standards, and ensure alignment with broader digital strategies.

• Provide strategic oversight across service desk operations, ensuring responsiveness, professionalism, and SLA alignment.
• Guide the development and enforcement of SLAs and performance metrics across IT support functions.
• Lead efforts in service improvement through root cause analysis, knowledge management, and automation strategies.
• Drive end-to-end escalation management and ensure effective lifecycle tracking of support tickets in coordination with vendor partners.
• Oversee hardware lifecycle planning, device refresh strategies, and IT asset management to enhance service availability and user satisfaction.
• Ensure compliance with endpoint security and IT policies, contributing to a secure and reliable digital workplace.
• Serve as a performance advisor in monthly service reviews, providing insights based on operational metrics and audit feedback.
• Champion continuous improvement initiatives, leveraging data analytics and service trends to recommend enhancements.
• Support capacity planning, workload distribution, and strategic resource optimisation in line with digital transformation goals.

High impact advisory role across critical digital service functionsMust have extensive experience in IT service delivery, QA and SLA governance

• Minimum of 10 years in IT service delivery, operations advisory, or consulting roles, preferably within large-scale or government environments.
• Proven track record in SLA governance, ITSM, service quality assurance, and user support services.
• Experience with service desk platforms, device lifecycle management, and remote support models.
• Strong analytical, stakeholder management, and communication skills with an ability to drive change and influence across multiple teams.
• Skilled in process improvement frameworks such as Lean or Six Sigma (preferred).

A prominent, leading organisation in the region driving interesting and exciting transformation initiatives in the region.

• Exciting role with scope to drive strategic change and transformation at the highest level.
• Influence major operational improvements in a high-visibility department.