Automation Support Lead

VIQU are partnering with a leading organisation to recruit a hands-on Automation Support Lead to build and lead a brand-new internal automation support team. This is a rare opportunity to take full ownership of automation support, shaping the team, processes, and governance from the ground up while driving innovation across the business. Initially, you'll work directly with Power Platform, ServiceNow, and RPA solutions, delivering small-scale automations and supporting workflows, before focusing on strategic leadership, process improvement, and long-term team management. You'll act as the escalation point for critical issues, maintain existing automations by resolving Incidents and Problem Records within agreed SLAs, manage team KPIs, and drive continuous improvement across the organisation., Key Responsibilities:* Build, lead, and grow the automation support team from scratch.* Transition automation support in-house from third-party providers.* Oversee Power Platform, ServiceNow, and RPA solutions, delivering hands-on support initially.* Maintain existing automations, resolving incidents and problem records within agreed SLAs.* Define and implement governance, processes, and documentation for automation support.* Collaborate with stakeholders to ensure automation meets functional and non-functional requirements.* Identify opportunities for new automations and drive cost savings.* Manage team performance, SLA/KPI targets, and act as escalation point for complex issues.

Key Skills & Experience:* Strong experience with Power Platform (Power Apps, Power Automate) and low-code automation.* ServiceNow experience, including managing developers and integrations.* Hands-on experience with RPA tools such as UiPath.* Leadership and people management experience; able to coach, mentor, and develop a team.* Strong process, governance, and documentation skills.* Excellent stakeholder management, problem-solving, and prioritisation skills.* Hands-on development experience desirable, with ability to balance technical work and leadership.