SAP Basis Application Support Position Description At CGI, we deliver critical SAP services that help organisations operate securely, efficiently, and at scale. As an SAP Basis Application Support Analyst, you'll play a key role in supporting and maintaining a complex SAP ERP estate for a major Scotland-based client. Working across a diverse landscape including ECC, BW, Solution Manager, Fiori, and Business Objects, you'll help ensure the stability, security, and performance of business-critical services. You'll collaborate with onshore and offshore teams to resolve technical challenges, implement change, and contribute to continuous service improvement within a supportive and collaborative environment that encourages innovation, ownership, and professional development. CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go. This is a hybrid position with an expectation to attend the Glasgow office approximately two days per week. Due to the nature of the role, there may also be a requirement to support incidents and change activities outside of core business hours. Your future duties and responsibilities In this role, you will support and maintain a large-scale SAP ERP environment, ensuring the availability, performance, and security of critical business systems. You'll investigate and resolve technical incidents, support change and release activities, and contribute to ongoing maintenance and optimisation across a complex SAP landscape. Working closely with colleagues, vendors, and client stakeholders, you'll help deliver a stable and high-quality support service while proactively identifying opportunities for improvement. You'll contribute to technical planning, governance, and service delivery activities, helping to maintain operational excellence across the estate. As part of a collaborative team, you'll apply best practice approaches to incident management, root cause analysis, documentation, and change implementation while supporting continuous improvement initiatives across the wider SAP environment. Key responsibilities: • Support & Maintain SAP Basis services across a complex SAP ERP landscape • Investigate & Resolve technical incidents and service requests • Monitor & Manage system performance, availability, and security • Plan & Deliver maintenance activities, patches, and service pack implementations • Conduct & Support root cause analysis and problem investigations • Collaborate & Coordinate with onshore, offshore, vendor, and client teams • Implement & Govern changes in line with ITIL and best practice standards • Produce & Maintain high-quality technical documentation • Contribute & Support release management, environment management, and technical planning activities • Identify & Mitigate risks relating to system stability, security, and data integrity Required qualifications to be successful in this role To succeed in this role, you should have strong SAP Basis support experience within enterprise SAP environments, alongside a good understanding of SAP system integration, maintenance, and release management. You'll bring excellent communication and problem-solving skills, with the ability to work collaboratively within technical support teams and deliver high-quality service in a fast-paced environment. Essential qualifications and experience: • Proven experience in SAP Basis support and administration • Strong understanding of SAP ERP landscapes and component integration • Experience supporting SAP environments including ECC, BW, Solution Manager, Fiori, or related technologies • Knowledge of environment management, release management, and system maintenance activities • Understanding of client copies, refreshes, and SAP landscape strategies • Experience with incident management, root cause analysis, and ITIL-aligned support processes • Ability to contribute to infrastructure and technical solution design discussions • Strong written and verbal communication skills • Experience producing technical documentation using tools such as MS Word and Excel • Understanding of SAP security basics including user roles and authorisations • Experience with ASE databases would be advantageous Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.
04/08/2026
Full time
SAP Basis Application Support Position Description At CGI, we deliver critical SAP services that help organisations operate securely, efficiently, and at scale. As an SAP Basis Application Support Analyst, you'll play a key role in supporting and maintaining a complex SAP ERP estate for a major Scotland-based client. Working across a diverse landscape including ECC, BW, Solution Manager, Fiori, and Business Objects, you'll help ensure the stability, security, and performance of business-critical services. You'll collaborate with onshore and offshore teams to resolve technical challenges, implement change, and contribute to continuous service improvement within a supportive and collaborative environment that encourages innovation, ownership, and professional development. CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go. This is a hybrid position with an expectation to attend the Glasgow office approximately two days per week. Due to the nature of the role, there may also be a requirement to support incidents and change activities outside of core business hours. Your future duties and responsibilities In this role, you will support and maintain a large-scale SAP ERP environment, ensuring the availability, performance, and security of critical business systems. You'll investigate and resolve technical incidents, support change and release activities, and contribute to ongoing maintenance and optimisation across a complex SAP landscape. Working closely with colleagues, vendors, and client stakeholders, you'll help deliver a stable and high-quality support service while proactively identifying opportunities for improvement. You'll contribute to technical planning, governance, and service delivery activities, helping to maintain operational excellence across the estate. As part of a collaborative team, you'll apply best practice approaches to incident management, root cause analysis, documentation, and change implementation while supporting continuous improvement initiatives across the wider SAP environment. Key responsibilities: • Support & Maintain SAP Basis services across a complex SAP ERP landscape • Investigate & Resolve technical incidents and service requests • Monitor & Manage system performance, availability, and security • Plan & Deliver maintenance activities, patches, and service pack implementations • Conduct & Support root cause analysis and problem investigations • Collaborate & Coordinate with onshore, offshore, vendor, and client teams • Implement & Govern changes in line with ITIL and best practice standards • Produce & Maintain high-quality technical documentation • Contribute & Support release management, environment management, and technical planning activities • Identify & Mitigate risks relating to system stability, security, and data integrity Required qualifications to be successful in this role To succeed in this role, you should have strong SAP Basis support experience within enterprise SAP environments, alongside a good understanding of SAP system integration, maintenance, and release management. You'll bring excellent communication and problem-solving skills, with the ability to work collaboratively within technical support teams and deliver high-quality service in a fast-paced environment. Essential qualifications and experience: • Proven experience in SAP Basis support and administration • Strong understanding of SAP ERP landscapes and component integration • Experience supporting SAP environments including ECC, BW, Solution Manager, Fiori, or related technologies • Knowledge of environment management, release management, and system maintenance activities • Understanding of client copies, refreshes, and SAP landscape strategies • Experience with incident management, root cause analysis, and ITIL-aligned support processes • Ability to contribute to infrastructure and technical solution design discussions • Strong written and verbal communication skills • Experience producing technical documentation using tools such as MS Word and Excel • Understanding of SAP security basics including user roles and authorisations • Experience with ASE databases would be advantageous Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction. Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team-one of the largest IT and business consulting services firms in the world.
Overview Front Office Support Manager - 12 month FTC Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers' key operations, Indra is at the core of their business, and Indra's four values guide everything we do: Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology. Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society. Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers' needs, supporting them on the path to a better future. Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow. We are seeking a Front Office Support Manager to lead the management, maintenance and delivery of services related to the front office applications for a major programme in the public transport sector. This role provides leadership across a multi disciplinary team responsible for L2 and L3 support, incident escalation, system improvements, and performance reporting throughout the contract's lifespan. The position requires strong technical oversight, operational governance, and high level coordination with the client and internal stakeholders to ensure system stability, service excellence, and continuous improvement. Responsibilities Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications. Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements. Act as the senior escalation point for front office-related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups. Lead high level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance. Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics. Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery. Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment. Maintain alignment with adjacent service functions (service desk, maintenance teams, engineering, and performance assurance) to ensure fully integrated service delivery. Coordinate resource planning, capacity management and forecasting with the team leader to ensure readiness and operational efficiency. Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement. Required Skills and Experience Bachelor's degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline. Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing or mission critical environments. Deep understanding of Front Office systems, field devices or distributed operational technology. Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting. Proven leadership experience managing multi disciplinary technical teams. Strong operational governance skills, including KPIs, SLAs, service performance and continuous improvement. Excellent communication and stakeholder management capabilities, especially in customer facing roles. Ability to operate confidently in contractually complex, high assurance environments. Strong analytical and decision making abilities. Desirable Experience Experience with fare collection systems, transport technology or revenue device management. Knowledge of incident management tooling, ticketing systems and monitoring platforms. Understanding of software and hardware diagnostic processes. Experience contributing to system upgrades, operational improvements or change initiatives. Benefits Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days) 35 hour working week Pension - 4% employee and 4% employer Private medical insurance (including dental & optical) Life assurance Income protection Employee assistance programs Flexible/remote working options Charitable initiatives Social events (formal & informal) Learning and development programs Innovative & collaborative work environment Equal Employment Opportunity Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law
29/07/2026
Full time
Overview Front Office Support Manager - 12 month FTC Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 4.84 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers' key operations, Indra is at the core of their business, and Indra's four values guide everything we do: Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology. Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society. Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers' needs, supporting them on the path to a better future. Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow. We are seeking a Front Office Support Manager to lead the management, maintenance and delivery of services related to the front office applications for a major programme in the public transport sector. This role provides leadership across a multi disciplinary team responsible for L2 and L3 support, incident escalation, system improvements, and performance reporting throughout the contract's lifespan. The position requires strong technical oversight, operational governance, and high level coordination with the client and internal stakeholders to ensure system stability, service excellence, and continuous improvement. Responsibilities Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications. Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements. Act as the senior escalation point for front office-related incidents, major incidents and complex technical issues, coordinating resolution across system teams and engineering groups. Lead high level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance. Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production and monitoring of performance metrics. Provide guidance and strategic direction to team leaders, systems engineers, administrators and analysts, ensuring robust processes, clear standards, and effective service delivery. Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment. Maintain alignment with adjacent service functions (service desk, maintenance teams, engineering, and performance assurance) to ensure fully integrated service delivery. Coordinate resource planning, capacity management and forecasting with the team leader to ensure readiness and operational efficiency. Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement. Required Skills and Experience Bachelor's degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline. Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing or mission critical environments. Deep understanding of Front Office systems, field devices or distributed operational technology. Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting. Proven leadership experience managing multi disciplinary technical teams. Strong operational governance skills, including KPIs, SLAs, service performance and continuous improvement. Excellent communication and stakeholder management capabilities, especially in customer facing roles. Ability to operate confidently in contractually complex, high assurance environments. Strong analytical and decision making abilities. Desirable Experience Experience with fare collection systems, transport technology or revenue device management. Knowledge of incident management tooling, ticketing systems and monitoring platforms. Understanding of software and hardware diagnostic processes. Experience contributing to system upgrades, operational improvements or change initiatives. Benefits Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days) 35 hour working week Pension - 4% employee and 4% employer Private medical insurance (including dental & optical) Life assurance Income protection Employee assistance programs Flexible/remote working options Charitable initiatives Social events (formal & informal) Learning and development programs Innovative & collaborative work environment Equal Employment Opportunity Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract. Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services. The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business. 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis). The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate. Responsibilities Manages all incoming incidents and service requests in accordance with standard procedures and documented processes Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded Provides proactive incident management across all global queues for regional tickets Maintains high 1st time fix resolution rates on all relevant service desk tickets Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems Operates within and makes suggestions for improving service desk standards and guidelines Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures Works with vendor support contacts to resolve technical issues within the service desk environment Defines, documents and maintains relevant service desk processes including all relevant communication activities Adheres to all IT and user quality assurance practices/processes Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices Accurately maintains all relevant applications support documentation including the on-line knowledge base Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion Maintains proactive working relationships between your team and other teams within the IT department and the users Provide mentoring and coaching to other team members with respect to technology and processes used within the firm Delivers proactive communication via recognized channels Provide on-call assistance when needed Assist in other area's in IT when needed and perform other duties as directed Work overtime or hours other than those normally scheduled whenever the Firm deems necessary. Qualifications, Experience and Personal Attributes Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred COMPTIA A+, ITILv4 Desirable Degree in related field is preferred or equivalent work experience Experience: 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required. Skills: Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot Good knowledge of Mobile devices such as iPhone, iPads and Android devices Strong knowledge of document management systems and e-filing processes Strong support capabilities for other non-standard legal applications Good working knowledge of remote access technologies and video conference tools Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow) Proficiency in Generative AI Technologies and their application within a Legal Environment Performance Traits: Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations Strong customer service skills and the ability to develop a rapport with users over the phone Quickly and accurately troubleshoot applications/document based issues Ability to learn and apply new technical knowledge quickly Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors Ability to work in a diverse team and effectively support the demanding needs of the Firm Ability to work under pressure, meet deadlines with shifting priorities Must be a self-starter with a high level of initiative Strong customer service skills, able to anticipate needs Strong attention to detail, organizational skills and the ability to handle multiple projects Maintains confidentiality and exercises discretion Exercises solid strategic thinking and problem-solving skills The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment. At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family). We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm. Posted Pay Range
29/07/2026
Full time
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract. Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services. The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business. 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis). The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate. Responsibilities Manages all incoming incidents and service requests in accordance with standard procedures and documented processes Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded Provides proactive incident management across all global queues for regional tickets Maintains high 1st time fix resolution rates on all relevant service desk tickets Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems Operates within and makes suggestions for improving service desk standards and guidelines Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures Works with vendor support contacts to resolve technical issues within the service desk environment Defines, documents and maintains relevant service desk processes including all relevant communication activities Adheres to all IT and user quality assurance practices/processes Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices Accurately maintains all relevant applications support documentation including the on-line knowledge base Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion Maintains proactive working relationships between your team and other teams within the IT department and the users Provide mentoring and coaching to other team members with respect to technology and processes used within the firm Delivers proactive communication via recognized channels Provide on-call assistance when needed Assist in other area's in IT when needed and perform other duties as directed Work overtime or hours other than those normally scheduled whenever the Firm deems necessary. Qualifications, Experience and Personal Attributes Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred COMPTIA A+, ITILv4 Desirable Degree in related field is preferred or equivalent work experience Experience: 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required. Skills: Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot Good knowledge of Mobile devices such as iPhone, iPads and Android devices Strong knowledge of document management systems and e-filing processes Strong support capabilities for other non-standard legal applications Good working knowledge of remote access technologies and video conference tools Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow) Proficiency in Generative AI Technologies and their application within a Legal Environment Performance Traits: Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations Strong customer service skills and the ability to develop a rapport with users over the phone Quickly and accurately troubleshoot applications/document based issues Ability to learn and apply new technical knowledge quickly Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors Ability to work in a diverse team and effectively support the demanding needs of the Firm Ability to work under pressure, meet deadlines with shifting priorities Must be a self-starter with a high level of initiative Strong customer service skills, able to anticipate needs Strong attention to detail, organizational skills and the ability to handle multiple projects Maintains confidentiality and exercises discretion Exercises solid strategic thinking and problem-solving skills The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment. At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family). We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm. Posted Pay Range
Cloud Technical Lead - Marlow, London or Glasgow, UK, Hybrid We're a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more. About the job As a vital member of the SAS Cloud team within the Cloud and Information Services (CIS) division, you will contribute to the management and delivery of hosted and remotely managed SAS application environments. Your role will involve close collaboration with customers, analysts, developers, and implementation teams to ensure the delivery of world class SAS services. Drawing on your advanced technical expertise, you will provide leadership, guidance, and hands on support throughout customer engagements-from initial implementation and configuration through to production release and operational deployment. Working alongside a SAS Cloud Customer Success Manager, you will help navigate technical challenges and establish performance metrics that align with customer success criteria. Your contributions to documentation, automation, and knowledge sharing will empower global teams to respond swiftly and effectively to operational incidents. You will also play a key role in mentoring and training team members, sharing best practices in enterprise application technology, architecture, and support. Collaboration with global R&D, Product, Technical Support, and CIS teams will be essential to maintaining high levels of customer satisfaction and service quality across all managed environments. In addition, you will lead initiatives aimed at enhancing quality, efficiency, and automation in service delivery. A strong commitment to continuous improvement and a proactive mindset will be critical to success in this role. As a Cloud Technical Lead you will: Lead hosted and remotely managed customer projects from kickoff through UAT and go-live, ensuring smooth execution and technical oversight throughout the lifecycle. Provide expert consultation for major post-deployment changes such as upgrades and migrations, and help resolve complex, recurring issues to maintain system health. Define and validate technical requirements to avoid project delays, enhance system stability and monitoring, and ensure adherence to SAS Cloud standards and best practices. Act as a SAS Administrator for high complexity or urgent tasks, configure and debug mid tier software, manage container based applications, and develop tools for SAS and third party software. Apply IT Service Management best practices for change, incident, and problem management, while creating and maintaining service documentation including runbooks, knowledge base articles, and wiki content. Exceptional customer service with a customer first mindset, working directly with clients and coordinating with support teams and vendors to ensure satisfaction. Sharing Facilitate knowledge transfer across the team, sharing expertise on customer engagements and key technologies to foster continuous improvement and team growth. Works with global customers and teams, managing workload and diary commitments to support planned technical activities, major customer events, and exceptional operational requirements that may occasionally occur outside core business hours. Ensure all applicable security policies and processes are followed to support the organization's secure software development goals. Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do. Required qualifications Experience writing programs in more than one language required. Two years of experience in end user and system administrator consulting or providing other first-level consulting required. Bachelor's degree in a quantitative field, such as Computer Science, Information Technology, or related field. (or equivalent qualification) Fluent in English Proof of right to work in the UK is required to be considered for the role Ability to hold or be eligible to obtain UK Secuirty Clearance (SC or higher) Previous technical experience in at least 4 of the following: Experience of SAS Administration or support Experience in AWS and/or Azure Experience in Kubernetes Experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware Experience with UNIX or Linux supporting enterprise class applications Experience with managing customers and their expectations Experience managing large commerical IT cloud systems Equivalent combination of related education, training and experience may be considered in place of the above qualifications. Additional competencies, knowledge and skills Building Customer Loyalty:Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust. Creating a Service Reputation:Designing and implementing service practices that meet customers' and own organization's needs; responding quickly to resolve difficult customer situations and regain customer confidence. Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. SAS Coding CI/CD You are welcome here. At SAS, it's not about fitting into our culture - it's about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Additional Information: SAS only sends emails from verified email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact . Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.
29/07/2026
Full time
Cloud Technical Lead - Marlow, London or Glasgow, UK, Hybrid We're a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more. About the job As a vital member of the SAS Cloud team within the Cloud and Information Services (CIS) division, you will contribute to the management and delivery of hosted and remotely managed SAS application environments. Your role will involve close collaboration with customers, analysts, developers, and implementation teams to ensure the delivery of world class SAS services. Drawing on your advanced technical expertise, you will provide leadership, guidance, and hands on support throughout customer engagements-from initial implementation and configuration through to production release and operational deployment. Working alongside a SAS Cloud Customer Success Manager, you will help navigate technical challenges and establish performance metrics that align with customer success criteria. Your contributions to documentation, automation, and knowledge sharing will empower global teams to respond swiftly and effectively to operational incidents. You will also play a key role in mentoring and training team members, sharing best practices in enterprise application technology, architecture, and support. Collaboration with global R&D, Product, Technical Support, and CIS teams will be essential to maintaining high levels of customer satisfaction and service quality across all managed environments. In addition, you will lead initiatives aimed at enhancing quality, efficiency, and automation in service delivery. A strong commitment to continuous improvement and a proactive mindset will be critical to success in this role. As a Cloud Technical Lead you will: Lead hosted and remotely managed customer projects from kickoff through UAT and go-live, ensuring smooth execution and technical oversight throughout the lifecycle. Provide expert consultation for major post-deployment changes such as upgrades and migrations, and help resolve complex, recurring issues to maintain system health. Define and validate technical requirements to avoid project delays, enhance system stability and monitoring, and ensure adherence to SAS Cloud standards and best practices. Act as a SAS Administrator for high complexity or urgent tasks, configure and debug mid tier software, manage container based applications, and develop tools for SAS and third party software. Apply IT Service Management best practices for change, incident, and problem management, while creating and maintaining service documentation including runbooks, knowledge base articles, and wiki content. Exceptional customer service with a customer first mindset, working directly with clients and coordinating with support teams and vendors to ensure satisfaction. Sharing Facilitate knowledge transfer across the team, sharing expertise on customer engagements and key technologies to foster continuous improvement and team growth. Works with global customers and teams, managing workload and diary commitments to support planned technical activities, major customer events, and exceptional operational requirements that may occasionally occur outside core business hours. Ensure all applicable security policies and processes are followed to support the organization's secure software development goals. Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do. Required qualifications Experience writing programs in more than one language required. Two years of experience in end user and system administrator consulting or providing other first-level consulting required. Bachelor's degree in a quantitative field, such as Computer Science, Information Technology, or related field. (or equivalent qualification) Fluent in English Proof of right to work in the UK is required to be considered for the role Ability to hold or be eligible to obtain UK Secuirty Clearance (SC or higher) Previous technical experience in at least 4 of the following: Experience of SAS Administration or support Experience in AWS and/or Azure Experience in Kubernetes Experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware Experience with UNIX or Linux supporting enterprise class applications Experience with managing customers and their expectations Experience managing large commerical IT cloud systems Equivalent combination of related education, training and experience may be considered in place of the above qualifications. Additional competencies, knowledge and skills Building Customer Loyalty:Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust. Creating a Service Reputation:Designing and implementing service practices that meet customers' and own organization's needs; responding quickly to resolve difficult customer situations and regain customer confidence. Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. SAS Coding CI/CD You are welcome here. At SAS, it's not about fitting into our culture - it's about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Additional Information: SAS only sends emails from verified email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact . Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.
IT Business Solutions Manager - EMEA & Wellness Hybrid - at least 3 days out of 5 per week onsite at our Quedgeley offices. Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme. The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation teams. The EMEA IT team is responsible for delivering business facing technology solutions, supporting day to day operations, and driving digital and technology enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. The EMEA & Wellness business portfolio spans multiple markets, brands and business models, with varying levels of technology maturity, operational complexity and demand. This creates a significant opportunity to improve alignment, consistency and value delivery through stronger integration of business and IT. This BSM role is responsible for partnering directly with business stakeholders across this portfolio to shape, prioritise and deliver technology solutions that support both day to day operations and longer term strategic outcomes. Working closely with Regional IT and Enterprise teams, the BSM will operate within a highly collaborative, matrixed environment to drive aligned, scalable and effective delivery across the region. Role Purpose The Business Solutions Manager, EMEA & Wellness, is a senior IT leadership role responsible for leading the business IT relationship across a diverse portfolio of regional businesses, including France, the Middle East and Kohler Wellness. Operating within a highly distributed and evolving landscape, this role ensures that business priorities are clearly understood, translated into actionable technology roadmaps, and delivered through to measurable outcomes. This role plays a critical part in strengthening regional integration-bringing consistency, visibility and prioritisation across markets with differing levels of maturity. Acting as the primary IT point of accountability for the business, the BSM works in close partnership with Regional IT and Enterprise teams to ensure solutions are aligned, scalable and effectively delivered. The role partners closely with business leadership to align local needs with enterprise strategy, improve service performance and ensure that technology investment delivers meaningful business value. Core Accountabilities Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalates and resolves high impact or recurring operational issues. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills & Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, including across multiple markets, business units or functions with differing levels of maturity. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working across geographically distributed or multi market business environments, with an understanding of varying business models, regulatory considerations and operational complexity, is advantageous. Benefits We empower each associate to become more at Kohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Equal Opportunity Employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to gender, age, disability, religion, belief, sexual orientation, marital status or race. If, as an individual with a disability, you require any adjustments during the recruitment process . click apply for full job details
27/07/2026
Full time
IT Business Solutions Manager - EMEA & Wellness Hybrid - at least 3 days out of 5 per week onsite at our Quedgeley offices. Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme. The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation teams. The EMEA IT team is responsible for delivering business facing technology solutions, supporting day to day operations, and driving digital and technology enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. The EMEA & Wellness business portfolio spans multiple markets, brands and business models, with varying levels of technology maturity, operational complexity and demand. This creates a significant opportunity to improve alignment, consistency and value delivery through stronger integration of business and IT. This BSM role is responsible for partnering directly with business stakeholders across this portfolio to shape, prioritise and deliver technology solutions that support both day to day operations and longer term strategic outcomes. Working closely with Regional IT and Enterprise teams, the BSM will operate within a highly collaborative, matrixed environment to drive aligned, scalable and effective delivery across the region. Role Purpose The Business Solutions Manager, EMEA & Wellness, is a senior IT leadership role responsible for leading the business IT relationship across a diverse portfolio of regional businesses, including France, the Middle East and Kohler Wellness. Operating within a highly distributed and evolving landscape, this role ensures that business priorities are clearly understood, translated into actionable technology roadmaps, and delivered through to measurable outcomes. This role plays a critical part in strengthening regional integration-bringing consistency, visibility and prioritisation across markets with differing levels of maturity. Acting as the primary IT point of accountability for the business, the BSM works in close partnership with Regional IT and Enterprise teams to ensure solutions are aligned, scalable and effectively delivered. The role partners closely with business leadership to align local needs with enterprise strategy, improve service performance and ensure that technology investment delivers meaningful business value. Core Accountabilities Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalates and resolves high impact or recurring operational issues. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills & Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, including across multiple markets, business units or functions with differing levels of maturity. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working across geographically distributed or multi market business environments, with an understanding of varying business models, regulatory considerations and operational complexity, is advantageous. Benefits We empower each associate to become more at Kohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Equal Opportunity Employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to gender, age, disability, religion, belief, sexual orientation, marital status or race. If, as an individual with a disability, you require any adjustments during the recruitment process . click apply for full job details
IT Business Solutions Manager - Global Product Innovation Hybrid-with at least 3 days out of 5 per week onsite at our Quedgeley offices Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation (GPI) teams. The EMEA IT team is responsible for delivering business-facing technology solutions, supporting day-to-day operations, and driving digital and technology-enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. Global Product Innovation (GPI) represents a critical and high-impact area for Kohler, focused on product development, innovation and delivering differentiated customer value. The nature of demand within GPI often spans early stage ideation through to scaled delivery, requiring close alignment between business ambition and technology capability. This BSM role is responsible for partnering directly with GPI stakeholders to shape, prioritise and deliver technology enabled innovation. Working across Enterprise IT teams and the broader EMEA IT function, the BSM will operate in a highly collaborative, matrixed environment to ensure that innovation initiatives are effectively translated into scalable, integrated and value driven solutions. Role Purpose The Business Solutions Manager, Global Product Innovation (GPI), is a senior IT leadership role responsible for partnering with the GPI organisation to ensure technology is effectively embedded within product innovation and development initiatives to deliver measurable business outcomes. Working closely with business, product and delivery teams, this role provides end to end accountability for aligning innovation priorities with technology strategy, architecture and execution. Focused on high value and strategically important initiatives, the role ensures that opportunities are clearly defined, prioritised and delivered with strong alignment to enterprise standards and capabilities. The BSM acts as the primary IT point of accountability for GPI, working across Regional IT and Enterprise teams to translate innovation ambition into scalable, integrated and value driven technology solutions. Core Accountabilities 1. Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. 2. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. 3. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. 4. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. 5. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. 6. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalate and resolve high impact or recurring operational issues. 7. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. 8. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills/Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, where priorities may not always be fully defined and require active shaping and alignment. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working in product oriented, innovation or R&D led environments, with an understanding of how technology supports product development, innovation pipelines or experimentation, is advantageous. We can offer you a lot in return! We empower each associate to with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at Kohler is an equal opportunity employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire . click apply for full job details
27/07/2026
Full time
IT Business Solutions Manager - Global Product Innovation Hybrid-with at least 3 days out of 5 per week onsite at our Quedgeley offices Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation (GPI) teams. The EMEA IT team is responsible for delivering business-facing technology solutions, supporting day-to-day operations, and driving digital and technology-enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. Global Product Innovation (GPI) represents a critical and high-impact area for Kohler, focused on product development, innovation and delivering differentiated customer value. The nature of demand within GPI often spans early stage ideation through to scaled delivery, requiring close alignment between business ambition and technology capability. This BSM role is responsible for partnering directly with GPI stakeholders to shape, prioritise and deliver technology enabled innovation. Working across Enterprise IT teams and the broader EMEA IT function, the BSM will operate in a highly collaborative, matrixed environment to ensure that innovation initiatives are effectively translated into scalable, integrated and value driven solutions. Role Purpose The Business Solutions Manager, Global Product Innovation (GPI), is a senior IT leadership role responsible for partnering with the GPI organisation to ensure technology is effectively embedded within product innovation and development initiatives to deliver measurable business outcomes. Working closely with business, product and delivery teams, this role provides end to end accountability for aligning innovation priorities with technology strategy, architecture and execution. Focused on high value and strategically important initiatives, the role ensures that opportunities are clearly defined, prioritised and delivered with strong alignment to enterprise standards and capabilities. The BSM acts as the primary IT point of accountability for GPI, working across Regional IT and Enterprise teams to translate innovation ambition into scalable, integrated and value driven technology solutions. Core Accountabilities 1. Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. 2. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. 3. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. 4. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. 5. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. 6. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalate and resolve high impact or recurring operational issues. 7. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. 8. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills/Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, where priorities may not always be fully defined and require active shaping and alignment. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working in product oriented, innovation or R&D led environments, with an understanding of how technology supports product development, innovation pipelines or experimentation, is advantageous. We can offer you a lot in return! We empower each associate to with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at Kohler is an equal opportunity employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire . click apply for full job details
IT Business Solutions Manager - EMEA & Wellness Hybrid - at least 3 days out of 5 per week onsite at our Quedgeley offices. Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme. The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation teams. The EMEA IT team is responsible for delivering business facing technology solutions, supporting day to day operations, and driving digital and technology enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. The EMEA & Wellness business portfolio spans multiple markets, brands and business models, with varying levels of technology maturity, operational complexity and demand. This creates a significant opportunity to improve alignment, consistency and value delivery through stronger integration of business and IT. This BSM role is responsible for partnering directly with business stakeholders across this portfolio to shape, prioritise and deliver technology solutions that support both day to day operations and longer term strategic outcomes. Working closely with Regional IT and Enterprise teams, the BSM will operate within a highly collaborative, matrixed environment to drive aligned, scalable and effective delivery across the region. Role Purpose The Business Solutions Manager, EMEA & Wellness, is a senior IT leadership role responsible for leading the business IT relationship across a diverse portfolio of regional businesses, including France, the Middle East and Kohler Wellness. Operating within a highly distributed and evolving landscape, this role ensures that business priorities are clearly understood, translated into actionable technology roadmaps, and delivered through to measurable outcomes. This role plays a critical part in strengthening regional integration-bringing consistency, visibility and prioritisation across markets with differing levels of maturity. Acting as the primary IT point of accountability for the business, the BSM works in close partnership with Regional IT and Enterprise teams to ensure solutions are aligned, scalable and effectively delivered. The role partners closely with business leadership to align local needs with enterprise strategy, improve service performance and ensure that technology investment delivers meaningful business value. Core Accountabilities Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalates and resolves high impact or recurring operational issues. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills & Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, including across multiple markets, business units or functions with differing levels of maturity. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working across geographically distributed or multi market business environments, with an understanding of varying business models, regulatory considerations and operational complexity, is advantageous. Benefits We empower each associate to become more at Kohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Equal Opportunity Employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to gender, age, disability, religion, belief, sexual orientation, marital status or race. If, as an individual with a disability, you require any adjustments during the recruitment process . click apply for full job details
27/07/2026
Full time
IT Business Solutions Manager - EMEA & Wellness Hybrid - at least 3 days out of 5 per week onsite at our Quedgeley offices. Salary to be discussed on application + excellent benefits including car cash allowance, company bonus, private health care and generous pension scheme. The Kohler EMEA IT function partners with a diverse portfolio of businesses across the UK, Europe, the Middle East and Africa, as well as Kohler's Global Product Innovation teams. The EMEA IT team is responsible for delivering business facing technology solutions, supporting day to day operations, and driving digital and technology enabled transformation across a complex and varied landscape of markets, functions, and brands. Within EMEA IT, Business Solutions Managers (BSMs) act as the primary interface between the business and IT, working closely with stakeholders to shape demand, prioritise initiatives, and deliver value through technology. The EMEA & Wellness business portfolio spans multiple markets, brands and business models, with varying levels of technology maturity, operational complexity and demand. This creates a significant opportunity to improve alignment, consistency and value delivery through stronger integration of business and IT. This BSM role is responsible for partnering directly with business stakeholders across this portfolio to shape, prioritise and deliver technology solutions that support both day to day operations and longer term strategic outcomes. Working closely with Regional IT and Enterprise teams, the BSM will operate within a highly collaborative, matrixed environment to drive aligned, scalable and effective delivery across the region. Role Purpose The Business Solutions Manager, EMEA & Wellness, is a senior IT leadership role responsible for leading the business IT relationship across a diverse portfolio of regional businesses, including France, the Middle East and Kohler Wellness. Operating within a highly distributed and evolving landscape, this role ensures that business priorities are clearly understood, translated into actionable technology roadmaps, and delivered through to measurable outcomes. This role plays a critical part in strengthening regional integration-bringing consistency, visibility and prioritisation across markets with differing levels of maturity. Acting as the primary IT point of accountability for the business, the BSM works in close partnership with Regional IT and Enterprise teams to ensure solutions are aligned, scalable and effectively delivered. The role partners closely with business leadership to align local needs with enterprise strategy, improve service performance and ensure that technology investment delivers meaningful business value. Core Accountabilities Business Partnership & Relationship Ownership Acts as the primary IT point of accountability for assigned business areas, owning the overall health and effectiveness of the business IT relationship. Embeds with senior business leadership as a trusted advisor, contributing to business strategy discussions and representing IT perspectives. Technology Strategy & Roadmap Ownership Accountable for creation, maintenance and communication of a clear, prioritised multi year technology roadmap aligned to business strategy, enterprise architecture standards and delivery capacity. Translates business strategy into coherent capability roadmaps spanning digital, ERP, data, AI, commercial and operational platforms. Demand Shaping & Prioritisation Leads the shaping, constructive challenge and prioritisation of new business demand, ensuring focus on initiatives that deliver the greatest business value. Partners with business leaders, Enterprise Architecture and PMO to sequence demand based on value, dependencies, risk and capacity. End to End Ownership of Business Outcomes Accountable for ensuring that approved technology initiatives deliver their intended business outcomes and benefits. Works across business, delivery and operational teams to proactively identify risks, remove blockers and address issues that threaten value realisation. Portfolio Oversight, Risk & Issue Escalation Provides end to end oversight of the business technology portfolio. Owns escalation and resolution of portfolio level risks, issues and dependencies affecting business outcomes. Ensures senior stakeholders have transparent, accurate views of progress, trade offs and decisions required. Operational Accountability & Service Performance Visibility Accountable for ensuring business stakeholders have visibility of IT operational performance, service health, risks and impacts. Works with Service Management, vendors and platform teams to prioritise, escalates and resolves high impact or recurring operational issues. Investment, Business Case & Value Management Partners with business and finance teams to shape technology investment cases, articulate expected value and agree success measures. Tracks and reports on benefits realisation for major initiatives to ensure value commitments are met. Vendor & Partner Management Manages key technology and service partner relationships relevant to the portfolio. Ensures vendors deliver against contractual, value and roadmap expectations and contribute to innovation and 'art of the possible' discussions. Leadership & People Responsibilities Acts as a senior leader within a matrixed delivery model, working closely with Business Analysts, Architects, Project Managers and other IT specialists across Business Partnering, delivery and platform teams. Sets clear direction aligned to the technology roadmap and agreed business outcomes, influencing and aligning cross functional teams. Leads through influence and collaboration, providing coaching and informal feedback to matrix team members and partnering with functional line managers to support effective delivery and development. Skills & Requirements Proven experience (typically 8-12+ years) in IT, Digital or Technology roles, with a strong track record of delivering business facing technology solutions in close partnership with business stakeholders. Demonstrated ability to operate as a trusted business partner, building credibility and working closely with stakeholders to understand priorities, shape demand and deliver meaningful outcomes. Experience developing and maintaining technology strategies and roadmaps, translating business direction into clear, prioritised and actionable technology capabilities. Strong experience owning or contributing to end to end delivery of initiatives, ensuring alignment across business, architecture, delivery and operational teams, and driving through to realised business value. Commercially minded, with the ability to evaluate and articulate business value, supporting prioritisation and ensuring outcomes are aligned to business objectives. Proven ability to operate effectively in complex, evolving environments, including across multiple markets, business units or functions with differing levels of maturity. Ability to build strong relationships and influence stakeholders across business, IT and external partners, driving alignment and progress within a matrixed organisation. Experience providing oversight of technology portfolios, including identifying and managing risks, issues and dependencies, and ensuring transparency and timely escalation where required. Strong understanding of IT service and delivery models, with the ability to engage effectively across both change and operational contexts, including supporting the business during high impact incidents and service issues. Experience working with external vendors and partners, ensuring delivery quality and alignment to expected outcomes. Experience working across geographically distributed or multi market business environments, with an understanding of varying business models, regulatory considerations and operational complexity, is advantageous. Benefits We empower each associate to become more at Kohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us At our EMEA Corporate Services we support Kohler businesses in our region, we have an excellent team of dedicated associates focused on delivering exceptional customer service and ensuring every interaction is a genuine, positive and rewarding experience for both our internal and external customers. We represent the Corporate Functions found in Kohler, Wisconsin here in the EMEA region - Finance, Tax, IT, Internal Audit, Procurement, Regional Operations for Global Shared Services, Environment Health & Safety, Legal, & HR. We all pride ourselves on adding value to the Kohler businesses we support in the region and work closely with our Kohler Corporate colleagues in Wisconsin on global initiatives and projects. Equal Opportunity Employer Kohler is an equal opportunity employer. It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to gender, age, disability, religion, belief, sexual orientation, marital status or race. If, as an individual with a disability, you require any adjustments during the recruitment process . click apply for full job details
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 2,300 employees across Europe, Asia and the Americas. Visit Job Reference: VN2934 Overview of Marex / Department description The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Support function provides technical support for all applications. The Application Support team runs a 24/5 global front door to keep us up and running, backed up by business-aligned Support teams that specialise in maintaining their business stream's applications. Each business-aligned Application Support team works with a corresponding Business Technology and Development team. The Application Support team is responsible for providing technical support for all front office and post-trade applications including trade capture, market data, settlement and clearing systems and their associated client applications, as well as overnight risk calculation systems and the business systems used by control and support departments. The team handles all support requests, incidents, problems, and business continuity activities, to ensure the highest quality delivery of services to end users and clients. Role Summary The Application Support Analyst is responsible for taking ownership of issues and providing procedural and technical support to various teams and internal/external stakeholders. In addition to driving resolution of day-to-day issues, managing incidents and outages to resolution, this role requires a close partnership with the rest of the infrastructure team, the service desk and the wider IT group. In this role, you will work closely with both business stakeholders and engineering teams to identify, design, and deliver features that strengthen cross-selling capabilities and improve operational efficiency across the firm. Marex recognises the importance of digital services in delivering the best possible client experience. As a result, the technology team plays an increasingly critical role in the firm's evolution, enabling business growth and supporting the delivery of new products and services. Responsibilities Role specific: Support business users offering second- and third-line support. Knowledge of scripting language (PowerShell, Python ). Manage new system analysis and implementation. Provide incident management per ITIL standards. Liaison between technology department and business groups to communicate system changes. Manage process and trading system documentation in existing template; produce and regularly maintain to a high standard. Ensure active tasks retain focus through workflow and prioritisation awareness. Manage vendor system upgrades and implementation. Manage technical client onboarding. Locate and define new process improvement opportunities. Complete exchange reporting and compliance audits. All staff: Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies, Skills and Experience Competencies: A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness Skills and Experience: Essential: Solid background in Windows, Linux/Unix OS, including one of the following: SQL, PostgreSQL, MongoDB, Oracle. Strong Excel skills, including advanced formulas, VBA and other Excel features for handling complex tasks. Must be able to work under demanding conditions with a calm demeanour. Experience gained in a Financial Services background, ideally in Energy markets and trading technology. Experience with Trayport and Equias systems is desirable but not a must. Ability to work as part of a team in an environment with changing expectations. Proven ability to show a proactiveness in picking up issues and improving existing processes. Process-driven and systematic mindset. Experience with ITIL and change management processes. Excellent documentation, communication, and organizational skills. Ability to build strong relationships with Application Development teams and business sponsors. General front-to-back knowledge of the flow for trading/clearing/operational process in settlement of futures and OTC. Experience in exchange and vendor management. Knowledge of server-side infrastructure and admin tools. Ability to work shifts patterns (if required) and on-call. Knowledge of market connectivity protocols for key global derivative, commodity, cash and equity markets. Prior experience in a support role, liaising directly with clients in a technical capacity. Excellent verbal and written communication skills. Desirable: Bachelor's degree in any relevant field. Conduct Rules, You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly Observe proper standard of market conduct Act to deliver good outcomes for retail customers Company Values Acting as a role model for the values of the Company: Be collaborative By working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients. Act with integrity We pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders. Be adaptable and entrepreneurial We embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face. Be respectful How we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do. Nurture talent We aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support - for ourselves, and our teams. Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process. If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.
25/07/2026
Full time
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 2,300 employees across Europe, Asia and the Americas. Visit Job Reference: VN2934 Overview of Marex / Department description The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Support function provides technical support for all applications. The Application Support team runs a 24/5 global front door to keep us up and running, backed up by business-aligned Support teams that specialise in maintaining their business stream's applications. Each business-aligned Application Support team works with a corresponding Business Technology and Development team. The Application Support team is responsible for providing technical support for all front office and post-trade applications including trade capture, market data, settlement and clearing systems and their associated client applications, as well as overnight risk calculation systems and the business systems used by control and support departments. The team handles all support requests, incidents, problems, and business continuity activities, to ensure the highest quality delivery of services to end users and clients. Role Summary The Application Support Analyst is responsible for taking ownership of issues and providing procedural and technical support to various teams and internal/external stakeholders. In addition to driving resolution of day-to-day issues, managing incidents and outages to resolution, this role requires a close partnership with the rest of the infrastructure team, the service desk and the wider IT group. In this role, you will work closely with both business stakeholders and engineering teams to identify, design, and deliver features that strengthen cross-selling capabilities and improve operational efficiency across the firm. Marex recognises the importance of digital services in delivering the best possible client experience. As a result, the technology team plays an increasingly critical role in the firm's evolution, enabling business growth and supporting the delivery of new products and services. Responsibilities Role specific: Support business users offering second- and third-line support. Knowledge of scripting language (PowerShell, Python ). Manage new system analysis and implementation. Provide incident management per ITIL standards. Liaison between technology department and business groups to communicate system changes. Manage process and trading system documentation in existing template; produce and regularly maintain to a high standard. Ensure active tasks retain focus through workflow and prioritisation awareness. Manage vendor system upgrades and implementation. Manage technical client onboarding. Locate and define new process improvement opportunities. Complete exchange reporting and compliance audits. All staff: Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies, Skills and Experience Competencies: A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness Skills and Experience: Essential: Solid background in Windows, Linux/Unix OS, including one of the following: SQL, PostgreSQL, MongoDB, Oracle. Strong Excel skills, including advanced formulas, VBA and other Excel features for handling complex tasks. Must be able to work under demanding conditions with a calm demeanour. Experience gained in a Financial Services background, ideally in Energy markets and trading technology. Experience with Trayport and Equias systems is desirable but not a must. Ability to work as part of a team in an environment with changing expectations. Proven ability to show a proactiveness in picking up issues and improving existing processes. Process-driven and systematic mindset. Experience with ITIL and change management processes. Excellent documentation, communication, and organizational skills. Ability to build strong relationships with Application Development teams and business sponsors. General front-to-back knowledge of the flow for trading/clearing/operational process in settlement of futures and OTC. Experience in exchange and vendor management. Knowledge of server-side infrastructure and admin tools. Ability to work shifts patterns (if required) and on-call. Knowledge of market connectivity protocols for key global derivative, commodity, cash and equity markets. Prior experience in a support role, liaising directly with clients in a technical capacity. Excellent verbal and written communication skills. Desirable: Bachelor's degree in any relevant field. Conduct Rules, You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly Observe proper standard of market conduct Act to deliver good outcomes for retail customers Company Values Acting as a role model for the values of the Company: Be collaborative By working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients. Act with integrity We pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders. Be adaptable and entrepreneurial We embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face. Be respectful How we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do. Nurture talent We aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support - for ourselves, and our teams. Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process. If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.
Role Overview We are looking for an experienced Service Delivery Manager to own end to end service delivery for our customers within a fast paced fintech environment. You will be responsible for leading service operations, acting as a senior escalation point for customers, coaching Service Analysts, and driving operational excellence across Incident, Problem and Change Management. The role works closely with the Head of Service Management and cross functional teams to optimise service performance, improve ways of working, and ensure we consistently meet customer SLAs. This role requires strong customer engagement, calm leadership during high pressure incidents, and a proactive mindset focused on continuous service improvement. Key Responsibilities Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability. Lead Major Incidents end to end, coordinating internal teams and third party providers through to resolution. Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency. Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards. Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices. Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion. Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications. Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity. Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback. Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs. Monitor service performance, proactively identify risks to service levels and implement mitigation actions. Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans. Build strong, trusted relationships with customer stakeholders and act as a key service partner. Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality. Essential Requirements Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments. Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred). Demonstrated experience leading Major Incidents and managing executive level and customer escalations. Strong customer communication and stakeholder management skills, including running Service Review Meetings. Experience coaching and developing service or support teams. Ability to work calmly and decisively under pressure in high impact situations. Strong organisational and coordination skills across multiple teams and priorities. Desirable Experience in fintech or financial services environments. Exposure to global service operations and working across regions and time zones. Experience working with third party vendors and external service providers. Strong data and reporting mindset, with experience using service metrics to drive improvement. ITIL certification or other relevant service management qualifications. WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
25/07/2026
Full time
Role Overview We are looking for an experienced Service Delivery Manager to own end to end service delivery for our customers within a fast paced fintech environment. You will be responsible for leading service operations, acting as a senior escalation point for customers, coaching Service Analysts, and driving operational excellence across Incident, Problem and Change Management. The role works closely with the Head of Service Management and cross functional teams to optimise service performance, improve ways of working, and ensure we consistently meet customer SLAs. This role requires strong customer engagement, calm leadership during high pressure incidents, and a proactive mindset focused on continuous service improvement. Key Responsibilities Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability. Lead Major Incidents end to end, coordinating internal teams and third party providers through to resolution. Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency. Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards. Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices. Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion. Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications. Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity. Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback. Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs. Monitor service performance, proactively identify risks to service levels and implement mitigation actions. Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans. Build strong, trusted relationships with customer stakeholders and act as a key service partner. Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality. Essential Requirements Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments. Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred). Demonstrated experience leading Major Incidents and managing executive level and customer escalations. Strong customer communication and stakeholder management skills, including running Service Review Meetings. Experience coaching and developing service or support teams. Ability to work calmly and decisively under pressure in high impact situations. Strong organisational and coordination skills across multiple teams and priorities. Desirable Experience in fintech or financial services environments. Exposure to global service operations and working across regions and time zones. Experience working with third party vendors and external service providers. Strong data and reporting mindset, with experience using service metrics to drive improvement. ITIL certification or other relevant service management qualifications. WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract. Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services. The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business. 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis). The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate. Responsibilities Manages all incoming incidents and service requests in accordance with standard procedures and documented processes Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded Provides proactive incident management across all global queues for regional tickets Maintains high 1st time fix resolution rates on all relevant service desk tickets Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems Operates within and makes suggestions for improving service desk standards and guidelines Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures Works with vendor support contacts to resolve technical issues within the service desk environment Defines, documents and maintains relevant service desk processes including all relevant communication activities Adheres to all IT and user quality assurance practices/processes Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices Accurately maintains all relevant applications support documentation including the on-line knowledge base Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion Maintains proactive working relationships between your team and other teams within the IT department and the users Provide mentoring and coaching to other team members with respect to technology and processes used within the firm Delivers proactive communication via recognized channels Provide on-call assistance when needed Assist in other area's in IT when needed and perform other duties as directed Work overtime or hours other than those normally scheduled whenever the Firm deems necessary. Qualifications, Experience and Personal Attributes Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred COMPTIA A+, ITILv4 Desirable Degree in related field is preferred or equivalent work experience Experience: 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required. Skills: Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot Good knowledge of Mobile devices such as iPhone, iPads and Android devices Strong knowledge of document management systems and e-filing processes Strong support capabilities for other non-standard legal applications Good working knowledge of remote access technologies and video conference tools Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow) Proficiency in Generative AI Technologies and their application within a Legal Environment Performance Traits: Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations Strong customer service skills and the ability to develop a rapport with users over the phone Quickly and accurately troubleshoot applications/document based issues Ability to learn and apply new technical knowledge quickly Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors Ability to work in a diverse team and effectively support the demanding needs of the Firm Ability to work under pressure, meet deadlines with shifting priorities Must be a self-starter with a high level of initiative Strong customer service skills, able to anticipate needs Strong attention to detail, organizational skills and the ability to handle multiple projects Maintains confidentiality and exercises discretion Exercises solid strategic thinking and problem-solving skills The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment. At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family). We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.
25/07/2026
Full time
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as a Service Desk Technician on a 6 month fixed term contract. Working under the operational supervision of the Team Leader of the Service Desk and reporting into the Manager of IT Services. The Service Desk Technician is responsible for delivering first-line IT support for all IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business. 08:00 a.m. to 6:00 p.m. with flexibility in accordance with the needs of the business. (37.5 hour week on a rotational shift basis). The role holder will be expected to be on-call outside normal office hours. This will be approximately 1 week in 8 but may vary as operational demands dictate. Responsibilities Manages all incoming incidents and service requests in accordance with standard procedures and documented processes Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded Provides proactive incident management across all global queues for regional tickets Maintains high 1st time fix resolution rates on all relevant service desk tickets Escalates problems based on trend analysis via the Problem Management process and act as a technical resources for escalated problems Operates within and makes suggestions for improving service desk standards and guidelines Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures Works with vendor support contacts to resolve technical issues within the service desk environment Defines, documents and maintains relevant service desk processes including all relevant communication activities Adheres to all IT and user quality assurance practices/processes Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices Accurately maintains all relevant applications support documentation including the on-line knowledge base Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion Maintains proactive working relationships between your team and other teams within the IT department and the users Provide mentoring and coaching to other team members with respect to technology and processes used within the firm Delivers proactive communication via recognized channels Provide on-call assistance when needed Assist in other area's in IT when needed and perform other duties as directed Work overtime or hours other than those normally scheduled whenever the Firm deems necessary. Qualifications, Experience and Personal Attributes Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred COMPTIA A+, ITILv4 Desirable Degree in related field is preferred or equivalent work experience Experience: 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required. Skills: Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot Good knowledge of Mobile devices such as iPhone, iPads and Android devices Strong knowledge of document management systems and e-filing processes Strong support capabilities for other non-standard legal applications Good working knowledge of remote access technologies and video conference tools Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow) Proficiency in Generative AI Technologies and their application within a Legal Environment Performance Traits: Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations Strong customer service skills and the ability to develop a rapport with users over the phone Quickly and accurately troubleshoot applications/document based issues Ability to learn and apply new technical knowledge quickly Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors Ability to work in a diverse team and effectively support the demanding needs of the Firm Ability to work under pressure, meet deadlines with shifting priorities Must be a self-starter with a high level of initiative Strong customer service skills, able to anticipate needs Strong attention to detail, organizational skills and the ability to handle multiple projects Maintains confidentiality and exercises discretion Exercises solid strategic thinking and problem-solving skills The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment. At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family). We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 2,300 employees across Europe, Asia and the Americas. Visit Job Reference: VN2934 Overview of Marex / Department description The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Support function provides technical support for all applications. The Application Support team runs a 24/5 global front door to keep us up and running, backed up by business-aligned Support teams that specialise in maintaining their business stream's applications. Each business-aligned Application Support team works with a corresponding Business Technology and Development team. The Application Support team is responsible for providing technical support for all front office and post-trade applications including trade capture, market data, settlement and clearing systems and their associated client applications, as well as overnight risk calculation systems and the business systems used by control and support departments. The team handles all support requests, incidents, problems, and business continuity activities, to ensure the highest quality delivery of services to end users and clients. Role Summary The Application Support Analyst is responsible for taking ownership of issues and providing procedural and technical support to various teams and internal/external stakeholders. In addition to driving resolution of day-to-day issues, managing incidents and outages to resolution, this role requires a close partnership with the rest of the infrastructure team, the service desk and the wider IT group. In this role, you will work closely with both business stakeholders and engineering teams to identify, design, and deliver features that strengthen cross-selling capabilities and improve operational efficiency across the firm. Marex recognises the importance of digital services in delivering the best possible client experience. As a result, the technology team plays an increasingly critical role in the firm's evolution, enabling business growth and supporting the delivery of new products and services. Responsibilities Role specific: Support business users offering second- and third-line support. Knowledge of scripting language (PowerShell, Python ). Manage new system analysis and implementation. Provide incident management per ITIL standards. Liaison between technology department and business groups to communicate system changes. Manage process and trading system documentation in existing template; produce and regularly maintain to a high standard. Ensure active tasks retain focus through workflow and prioritisation awareness. Manage vendor system upgrades and implementation. Manage technical client onboarding. Locate and define new process improvement opportunities. Complete exchange reporting and compliance audits. All staff: Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies, Skills and Experience Competencies: A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness Skills and Experience: Essential: Solid background in Windows, Linux/Unix OS, including one of the following: SQL, PostgreSQL, MongoDB, Oracle. Strong Excel skills, including advanced formulas, VBA and other Excel features for handling complex tasks. Must be able to work under demanding conditions with a calm demeanour. Experience gained in a Financial Services background, ideally in Energy markets and trading technology. Experience with Trayport and Equias systems is desirable but not a must. Ability to work as part of a team in an environment with changing expectations. Proven ability to show a proactiveness in picking up issues and improving existing processes. Process-driven and systematic mindset. Experience with ITIL and change management processes. Excellent documentation, communication, and organizational skills. Ability to build strong relationships with Application Development teams and business sponsors. General front-to-back knowledge of the flow for trading/clearing/operational process in settlement of futures and OTC. Experience in exchange and vendor management. Knowledge of server-side infrastructure and admin tools. Ability to work shifts patterns (if required) and on-call. Knowledge of market connectivity protocols for key global derivative, commodity, cash and equity markets. Prior experience in a support role, liaising directly with clients in a technical capacity. Excellent verbal and written communication skills. Desirable: Bachelor's degree in any relevant field. Conduct Rules, You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly Observe proper standard of market conduct Act to deliver good outcomes for retail customers Company Values Acting as a role model for the values of the Company: Be collaborative By working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients. Act with integrity We pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders. Be adaptable and entrepreneurial We embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face. Be respectful How we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do. Nurture talent We aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support - for ourselves, and our teams. Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process. If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.
18/07/2026
Full time
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 2,300 employees across Europe, Asia and the Americas. Visit Job Reference: VN2934 Overview of Marex / Department description The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Support function provides technical support for all applications. The Application Support team runs a 24/5 global front door to keep us up and running, backed up by business-aligned Support teams that specialise in maintaining their business stream's applications. Each business-aligned Application Support team works with a corresponding Business Technology and Development team. The Application Support team is responsible for providing technical support for all front office and post-trade applications including trade capture, market data, settlement and clearing systems and their associated client applications, as well as overnight risk calculation systems and the business systems used by control and support departments. The team handles all support requests, incidents, problems, and business continuity activities, to ensure the highest quality delivery of services to end users and clients. Role Summary The Application Support Analyst is responsible for taking ownership of issues and providing procedural and technical support to various teams and internal/external stakeholders. In addition to driving resolution of day-to-day issues, managing incidents and outages to resolution, this role requires a close partnership with the rest of the infrastructure team, the service desk and the wider IT group. In this role, you will work closely with both business stakeholders and engineering teams to identify, design, and deliver features that strengthen cross-selling capabilities and improve operational efficiency across the firm. Marex recognises the importance of digital services in delivering the best possible client experience. As a result, the technology team plays an increasingly critical role in the firm's evolution, enabling business growth and supporting the delivery of new products and services. Responsibilities Role specific: Support business users offering second- and third-line support. Knowledge of scripting language (PowerShell, Python ). Manage new system analysis and implementation. Provide incident management per ITIL standards. Liaison between technology department and business groups to communicate system changes. Manage process and trading system documentation in existing template; produce and regularly maintain to a high standard. Ensure active tasks retain focus through workflow and prioritisation awareness. Manage vendor system upgrades and implementation. Manage technical client onboarding. Locate and define new process improvement opportunities. Complete exchange reporting and compliance audits. All staff: Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies, Skills and Experience Competencies: A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness Skills and Experience: Essential: Solid background in Windows, Linux/Unix OS, including one of the following: SQL, PostgreSQL, MongoDB, Oracle. Strong Excel skills, including advanced formulas, VBA and other Excel features for handling complex tasks. Must be able to work under demanding conditions with a calm demeanour. Experience gained in a Financial Services background, ideally in Energy markets and trading technology. Experience with Trayport and Equias systems is desirable but not a must. Ability to work as part of a team in an environment with changing expectations. Proven ability to show a proactiveness in picking up issues and improving existing processes. Process-driven and systematic mindset. Experience with ITIL and change management processes. Excellent documentation, communication, and organizational skills. Ability to build strong relationships with Application Development teams and business sponsors. General front-to-back knowledge of the flow for trading/clearing/operational process in settlement of futures and OTC. Experience in exchange and vendor management. Knowledge of server-side infrastructure and admin tools. Ability to work shifts patterns (if required) and on-call. Knowledge of market connectivity protocols for key global derivative, commodity, cash and equity markets. Prior experience in a support role, liaising directly with clients in a technical capacity. Excellent verbal and written communication skills. Desirable: Bachelor's degree in any relevant field. Conduct Rules, You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly Observe proper standard of market conduct Act to deliver good outcomes for retail customers Company Values Acting as a role model for the values of the Company: Be collaborative By working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients. Act with integrity We pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders. Be adaptable and entrepreneurial We embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face. Be respectful How we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do. Nurture talent We aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support - for ourselves, and our teams. Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process. If you would like to receive any information in a different way or would like us to do anything differently to help you, please include it in your application.
Our client, a renowned leader in the technology sector, is seeking a Service Delivery Manager to join their team. The role involves leading the management, maintenance, and delivery of services related to front office applications for a major programme in the public transport sector. This permanent position focuses on providing technical oversight, operational governance, and high level coordination to ensure system stability and service excellence. Key Responsibilities Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications. Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements. Act as the senior escalation point for front office related incidents, major incidents, and complex technical issues, coordinating resolution across system teams and engineering groups. Lead high level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance. Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production, and monitoring of performance metrics. Provide guidance and strategic direction to team leaders, systems engineers, administrators, and analysts, ensuring robust processes, clear standards, and effective service delivery. Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment. Coordinate resource planning, capacity management, and forecasting with the team leader to ensure readiness and operational efficiency. Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement. Job Requirements Required Skills and Experience Bachelor's degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline. Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing, or mission critical environments. Deep understanding of Front Office systems, field devices, or distributed operational technology. Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting. Proven leadership experience managing multi disciplinary technical teams. Strong operational governance skills, including KPIs, SLAs, service performance, and continuous improvement. Excellent communication and stakeholder management capabilities, especially in customer facing roles. Ability to operate confidently in contractually complex, high assurance environments. Strong analytical and decision making abilities. Desirable Experience Experience with fare collection systems, transport technology, or revenue device management. Knowledge of incident management tooling, ticketing systems, and monitoring platforms. Understanding of software and hardware diagnostic processes. Experience contributing to system upgrades, operational improvements, or change initiatives. Benefits Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days) 35 hour working week Pension - 4% employee and 4% employer Private medical insurance (including dental & optical) Life assurance Income protection Employee assistance programmes Flexible/remote working options Charitable initiatives Social events (formal & informal) Learning and development programmes Innovative & collaborative work environment
13/07/2026
Full time
Our client, a renowned leader in the technology sector, is seeking a Service Delivery Manager to join their team. The role involves leading the management, maintenance, and delivery of services related to front office applications for a major programme in the public transport sector. This permanent position focuses on providing technical oversight, operational governance, and high level coordination to ensure system stability and service excellence. Key Responsibilities Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications. Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements. Act as the senior escalation point for front office related incidents, major incidents, and complex technical issues, coordinating resolution across system teams and engineering groups. Lead high level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance. Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production, and monitoring of performance metrics. Provide guidance and strategic direction to team leaders, systems engineers, administrators, and analysts, ensuring robust processes, clear standards, and effective service delivery. Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment. Coordinate resource planning, capacity management, and forecasting with the team leader to ensure readiness and operational efficiency. Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement. Job Requirements Required Skills and Experience Bachelor's degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline. Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing, or mission critical environments. Deep understanding of Front Office systems, field devices, or distributed operational technology. Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting. Proven leadership experience managing multi disciplinary technical teams. Strong operational governance skills, including KPIs, SLAs, service performance, and continuous improvement. Excellent communication and stakeholder management capabilities, especially in customer facing roles. Ability to operate confidently in contractually complex, high assurance environments. Strong analytical and decision making abilities. Desirable Experience Experience with fare collection systems, transport technology, or revenue device management. Knowledge of incident management tooling, ticketing systems, and monitoring platforms. Understanding of software and hardware diagnostic processes. Experience contributing to system upgrades, operational improvements, or change initiatives. Benefits Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days) 35 hour working week Pension - 4% employee and 4% employer Private medical insurance (including dental & optical) Life assurance Income protection Employee assistance programmes Flexible/remote working options Charitable initiatives Social events (formal & informal) Learning and development programmes Innovative & collaborative work environment
Primary Location :BIGGLESWADE, United KingdomAt Solina, our community of close to 5,000 people share a passion for food and live our entrepreneurial culture.We design customised savoury solutions for our clients operating in the food industry, food service, butchery and nutrition markets. With sustainability at the heart of our business model, we aim to produce food that is good in every sense of the word: delicious, nourishing, affordable, sustainable and convenient.Solina is a fast-growing business, with around 50 production sites and R&D laboratories present in more than 19 countries mainly in Europe and North America.By constantly rethinking culinary solutions, we make food matter for people and the planet . If you're ready for a new adventure in a dynamic, expanding, passionate, international company, join us !Solina is looking for an IT Project Manager with an industrial/manufacturing background to lead the delivery of enterprise application projects across our manufacturing sites and business functions. You will manage end-to-end projects within our global IT Build organization, covering ERP, PLM, CRM, supply chain systems, and integrations. This role owns scope, planning, governance, budget, vendor coordination, deployment, and adoption. Run/Operations teams retain ownership of support; however, you will provide Level 3 expertise for complex incidents. The ideal candidate will have proven experience delivering IT projects in an industrial, manufacturing, or production-driven environment, with a strong understanding of site operations, business processes, and cross-functional stakeholder management. This position will be based in Biggleswade, UK. Key responsibilities Demand intake & scoping Gather business needs and translate them into clear IT requirements and functional specifications. Challenge demand against the Group digital roadmap and standard solutions where relevant. Define scope, assumptions, constraints, success criteria and delivery approach (waterfall/agile/hybrid). Provide high-level estimations (effort/costs), resource needs and delivery options. Planning, governance & reporting Build and maintain delivery plans (milestones, dependencies, resources, budget) and ensure execution. Define and run project governance (steering committees, project controls, regular status reporting). Maintain RAID management (Risk/Action/Issue/Decision logs) and drive timely decisions. Coordinate cross-program dependencies and ensure consistent reporting to leadership. Be the contact person for the business and IT project members Budget & vendor management Estimate workload and costs (internal effort, licenses, external partners) and manage budget tracking. Participate in RFPs, vendor selection and contracting support; review statements of work. Control subcontractor effectiveness and delivery quality throughout the engagement; manage change requests. Solution delivery & quality Coordinate design/build/configuration, integrations, data migration and deployment across IT teams and partners. Define and manage testing strategy (SIT/UAT), acceptance criteria, defect management and release readiness. Ensure testing is evidence-based (test results reviewed, logs checked where relevant) and includes end-to-end validation reflecting production constraints (e.g., printing/scanning or other peripherals when applicable). Ensure documentation is produced and kept up to date (solution, procedures, handover pack). Change, deployment & adoption Prepare and execute cutover/go-live plans, communications, training and hypercare. Support change management and business readiness activities; ensure stakeholder alignment. Ensure operational risk is controlled through readiness checks, testing evidence and structured transition to Run. Transition to Run & Level 3 expertise Plan and execute structured transition to Run (knowledge transfer, service acceptance, support model, KPIs). Provide Level 3 functional/technical expertise for complex incidents/major problems (Run remains the ticket owner). Support root cause analysis and corrective action plans with Run teams and vendors to prevent recurrence. Business analysis support for small/medium initiatives For smaller initiatives (e.g., local apps, workflow automation), facilitate workshops, document requirements and translate them into actionable work items and acceptance criteria. For large programmes (e.g., ERP rollouts), coordinate with product owners, business analysts and solution leads to ensure a complete and validated requirements baseline. Success measures (examples) Milestones delivered on time with controlled scope and documented decisions. Budget and vendor performance effectively managed with clear accountability. Go-lives executed with stable hypercare, clean operational handover and limited disruption to plants. High stakeholder satisfaction and measurable adoption of delivered solutions. Reduced recurrence of major issues through effective root cause analysis and corrective actions. Your Profile 6/8 years of IT project management experience (with an industrial background) Proven ERP or enterprise application implementation experience regarding production and/or supply chain Solid understanding of integrations, APIs, and data migration Experience in manufacturing and multi-site environments preferred Strong stakeholder management across functions and geographies PMP certification preferred; Agile certification is a plus Fluent English required Professional ethics Willingness to travelIf you are comfortable operating in an international environment and driving structured, high-quality delivery across complex landscapes, we invite you to apply. We are open to talents of all backgrounds. Our recruitment process is based on competences, and we openly welcome all candidates of all types according to our DEI Commitment Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
13/07/2026
Full time
Primary Location :BIGGLESWADE, United KingdomAt Solina, our community of close to 5,000 people share a passion for food and live our entrepreneurial culture.We design customised savoury solutions for our clients operating in the food industry, food service, butchery and nutrition markets. With sustainability at the heart of our business model, we aim to produce food that is good in every sense of the word: delicious, nourishing, affordable, sustainable and convenient.Solina is a fast-growing business, with around 50 production sites and R&D laboratories present in more than 19 countries mainly in Europe and North America.By constantly rethinking culinary solutions, we make food matter for people and the planet . If you're ready for a new adventure in a dynamic, expanding, passionate, international company, join us !Solina is looking for an IT Project Manager with an industrial/manufacturing background to lead the delivery of enterprise application projects across our manufacturing sites and business functions. You will manage end-to-end projects within our global IT Build organization, covering ERP, PLM, CRM, supply chain systems, and integrations. This role owns scope, planning, governance, budget, vendor coordination, deployment, and adoption. Run/Operations teams retain ownership of support; however, you will provide Level 3 expertise for complex incidents. The ideal candidate will have proven experience delivering IT projects in an industrial, manufacturing, or production-driven environment, with a strong understanding of site operations, business processes, and cross-functional stakeholder management. This position will be based in Biggleswade, UK. Key responsibilities Demand intake & scoping Gather business needs and translate them into clear IT requirements and functional specifications. Challenge demand against the Group digital roadmap and standard solutions where relevant. Define scope, assumptions, constraints, success criteria and delivery approach (waterfall/agile/hybrid). Provide high-level estimations (effort/costs), resource needs and delivery options. Planning, governance & reporting Build and maintain delivery plans (milestones, dependencies, resources, budget) and ensure execution. Define and run project governance (steering committees, project controls, regular status reporting). Maintain RAID management (Risk/Action/Issue/Decision logs) and drive timely decisions. Coordinate cross-program dependencies and ensure consistent reporting to leadership. Be the contact person for the business and IT project members Budget & vendor management Estimate workload and costs (internal effort, licenses, external partners) and manage budget tracking. Participate in RFPs, vendor selection and contracting support; review statements of work. Control subcontractor effectiveness and delivery quality throughout the engagement; manage change requests. Solution delivery & quality Coordinate design/build/configuration, integrations, data migration and deployment across IT teams and partners. Define and manage testing strategy (SIT/UAT), acceptance criteria, defect management and release readiness. Ensure testing is evidence-based (test results reviewed, logs checked where relevant) and includes end-to-end validation reflecting production constraints (e.g., printing/scanning or other peripherals when applicable). Ensure documentation is produced and kept up to date (solution, procedures, handover pack). Change, deployment & adoption Prepare and execute cutover/go-live plans, communications, training and hypercare. Support change management and business readiness activities; ensure stakeholder alignment. Ensure operational risk is controlled through readiness checks, testing evidence and structured transition to Run. Transition to Run & Level 3 expertise Plan and execute structured transition to Run (knowledge transfer, service acceptance, support model, KPIs). Provide Level 3 functional/technical expertise for complex incidents/major problems (Run remains the ticket owner). Support root cause analysis and corrective action plans with Run teams and vendors to prevent recurrence. Business analysis support for small/medium initiatives For smaller initiatives (e.g., local apps, workflow automation), facilitate workshops, document requirements and translate them into actionable work items and acceptance criteria. For large programmes (e.g., ERP rollouts), coordinate with product owners, business analysts and solution leads to ensure a complete and validated requirements baseline. Success measures (examples) Milestones delivered on time with controlled scope and documented decisions. Budget and vendor performance effectively managed with clear accountability. Go-lives executed with stable hypercare, clean operational handover and limited disruption to plants. High stakeholder satisfaction and measurable adoption of delivered solutions. Reduced recurrence of major issues through effective root cause analysis and corrective actions. Your Profile 6/8 years of IT project management experience (with an industrial background) Proven ERP or enterprise application implementation experience regarding production and/or supply chain Solid understanding of integrations, APIs, and data migration Experience in manufacturing and multi-site environments preferred Strong stakeholder management across functions and geographies PMP certification preferred; Agile certification is a plus Fluent English required Professional ethics Willingness to travelIf you are comfortable operating in an international environment and driving structured, high-quality delivery across complex landscapes, we invite you to apply. We are open to talents of all backgrounds. Our recruitment process is based on competences, and we openly welcome all candidates of all types according to our DEI Commitment Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end to end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically + staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption
10/07/2026
Full time
Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end to end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically + staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption
