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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Transformation & Operations Lead - **Company:** Proactive Appointments - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software as a Service, Cloud Computing, Payment Systems, Knowledge Management, Cloud Platform System, ManageEngine - **Published:** August 21, 2026 - **Apply:** https://computerjobs.com/us/en/mob/job/FB627300C32FB9AEF9 ## About the Role * 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 supporting retail-critical technologies including POS, payment systems and store networking. * A strong track record of improving operational performance, reducing backlogs and implementing measurable process improvements. * Experience developing teams, improving morale and creating a positive culture during periods of significant change. * Strong vendor and SLA management experience. * Excellent stakeholder management and communication skills, with the ability to engage effectively with store colleagues, corporate users, technical teams and senior executives. ## Description 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., * 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. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Enterprise Python: Software That Lives Long And Prosper](https://www.wearedevelopers.com/videos/946-enterprise-python-software-that-lives-long-and-prosper) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [The journey from developer to devops - what i've learnt along the way](https://www.wearedevelopers.com/videos/238-the-journey-from-developer-to-devops-what-i-ve-learnt-along-the-way) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)