Core Applications Manager (Insurance) London (Hybrid 3 days a week onsite) Salary up to 80,000 pa + benefits Benefits include 10% pension, private medical, annual bonus A leading international specialty insurer is seeking a strategic and operational Core Applications Manager. Reporting to the Head of Core Applications, you will drive partner value, foster cross-functional IT alignment, and help spearhead a major business relationship transformation. Key Responsibilities: Application Service Management: Oversee a critical software suite spanning policy administration, claims, and document management systems. Vendor & Offshore Management: Maximize quality and value across major global tech partners and offshore managed service providers. Stakeholder Engagement: Collaborate with Line of Business Engineering Leads to manage incidents, track bugs, and optimise delivery workflows. Incident Escalation: Coordinate the evaluation and resolution of high-impact (P1/P2) platform and system issues. Governance Frameworks: Deliver services aligned with ITIL processes, SDLC, and modern Agile project management methodologies. Skills and experience: Experience within similar Applications Management role, from within the insurance industry (preferably Specialty / London Markets) Knowledge of core insurance applications (Guidewire, Newgen, Vertafore, Verisk, etc) Excellent stakeholder management skills with the ability to bridge the gap between technical teams and commercial business leads. Strong service management experience with vendors, both on and off shore ServiceNow and AzureDevOps experience an advantage for incident resolution / recording / identification ITSM service management framework / ITIL / SDLC / Agile Contact David Southwood - CPS Group UK By applying to this advert you are giving CPS Group (UK) Ltd authority to hold and process your data for this specific role and any other roles we may deem suitable to you over time. We will not pass your data to any third party without your verbal or written permission to do so. All incoming and outgoing calls are recorded for training and compliance purposes. CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy. Our new privacy policy can be found here (url removed)>
08/06/2026
Full time
Core Applications Manager (Insurance) London (Hybrid 3 days a week onsite) Salary up to 80,000 pa + benefits Benefits include 10% pension, private medical, annual bonus A leading international specialty insurer is seeking a strategic and operational Core Applications Manager. Reporting to the Head of Core Applications, you will drive partner value, foster cross-functional IT alignment, and help spearhead a major business relationship transformation. Key Responsibilities: Application Service Management: Oversee a critical software suite spanning policy administration, claims, and document management systems. Vendor & Offshore Management: Maximize quality and value across major global tech partners and offshore managed service providers. Stakeholder Engagement: Collaborate with Line of Business Engineering Leads to manage incidents, track bugs, and optimise delivery workflows. Incident Escalation: Coordinate the evaluation and resolution of high-impact (P1/P2) platform and system issues. Governance Frameworks: Deliver services aligned with ITIL processes, SDLC, and modern Agile project management methodologies. Skills and experience: Experience within similar Applications Management role, from within the insurance industry (preferably Specialty / London Markets) Knowledge of core insurance applications (Guidewire, Newgen, Vertafore, Verisk, etc) Excellent stakeholder management skills with the ability to bridge the gap between technical teams and commercial business leads. Strong service management experience with vendors, both on and off shore ServiceNow and AzureDevOps experience an advantage for incident resolution / recording / identification ITSM service management framework / ITIL / SDLC / Agile Contact David Southwood - CPS Group UK By applying to this advert you are giving CPS Group (UK) Ltd authority to hold and process your data for this specific role and any other roles we may deem suitable to you over time. We will not pass your data to any third party without your verbal or written permission to do so. All incoming and outgoing calls are recorded for training and compliance purposes. CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy. Our new privacy policy can be found here (url removed)>
What you'll bring to the team Observability Manager Location:London/Hybrid Hours: 37.5 hours per week Contract:Permanent - Salaried At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories. Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end to end guest journey in our attractions. As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations. The Observability Manager is responsible for enabling deep, end to end visibility of IT services to support effective Incident, Major Incident, Problem, Change, and Service Improvement practices. Responsibilities: Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services. Deliver scalable observability solutions using metrics, logs, traces, and events to improve service visibility and performance. Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution. Support Major Incident and Problem Management through real-time insights and evidence based root cause analysis. Use observability data to drive service improvement, automation, and shift left opportunities. Own observability tooling, platform governance, onboarding standards, and lifecycle management. Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment. Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders. Work closely with Service Delivery, Engineering, Operations, and third party partners to maximise operational value. Ensure observability practices align with security, compliance, and regulatory requirements. Qualifications & Experience Deep understanding of monitoring frameworks, telemetry, and observability concepts. Hands on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, ServiceNow). Proven ability to deliver operational excellence through proactive monitoring and automation. Strong analytical and problem solving skills. Effective stakeholder management and communication skills. ITIL Foundation (or higher) certification. Vendor specific certifications in monitoring tools (e.g., ServiceNow, LogicMonitor). Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable. Benefits 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones! Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service 33 days holiday (including bank holidays) Company bonus Private pension scheme 40% discount online off LEGO 25% discount in our on site retail shops and restaurants Ongoing training and development opportunities Plus, many more Pay Range Competitive
07/06/2026
Full time
What you'll bring to the team Observability Manager Location:London/Hybrid Hours: 37.5 hours per week Contract:Permanent - Salaried At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories. Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end to end guest journey in our attractions. As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations. The Observability Manager is responsible for enabling deep, end to end visibility of IT services to support effective Incident, Major Incident, Problem, Change, and Service Improvement practices. Responsibilities: Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services. Deliver scalable observability solutions using metrics, logs, traces, and events to improve service visibility and performance. Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution. Support Major Incident and Problem Management through real-time insights and evidence based root cause analysis. Use observability data to drive service improvement, automation, and shift left opportunities. Own observability tooling, platform governance, onboarding standards, and lifecycle management. Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment. Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders. Work closely with Service Delivery, Engineering, Operations, and third party partners to maximise operational value. Ensure observability practices align with security, compliance, and regulatory requirements. Qualifications & Experience Deep understanding of monitoring frameworks, telemetry, and observability concepts. Hands on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, ServiceNow). Proven ability to deliver operational excellence through proactive monitoring and automation. Strong analytical and problem solving skills. Effective stakeholder management and communication skills. ITIL Foundation (or higher) certification. Vendor specific certifications in monitoring tools (e.g., ServiceNow, LogicMonitor). Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable. Benefits 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones! Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service 33 days holiday (including bank holidays) Company bonus Private pension scheme 40% discount online off LEGO 25% discount in our on site retail shops and restaurants Ongoing training and development opportunities Plus, many more Pay Range Competitive
Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence - all powered by advanced technology, data, AI and digital innovation. Clients value Baringa's collaborative approach and the way its teams integrate seamlessly - all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World's Best Management Consulting Firms. Our Technology Team are looking for an experienced IT Operations Lead to join them. The Incident Manager role at Baringa represents a distinctive and multifaceted position that integrates expertise in Major Incident Management, Problem Management, and IT Change Management. This role is responsible for leading responses to high impact IT incidents, driving comprehensive root cause analyses, implementing long term remediation strategies, and overseeing the end to end IT change lifecycle to mitigate risks and minimise disruptions. Serving as a pivotal function, it is integral to maintaining service continuity, enhancing system stability, and ensuring that all changes are meticulously planned, assessed, approved, executed, and reviewed in alignment with ITIL best practices and organisational governance standards. What you will be doing Lead and coordinate the response to major incidents, ensuring timely resolution and clear communication to stakeholders. Act as the central point of contact during critical outages, facilitating technical bridges and executive updates. Ensure incidents are logged, prioritized, and escalated appropriately. Maintain the Major Incident process and ensure it is rigorously followed across teams. Produce post incident reports and lead review meetings to identify lessons learned. Own the Problem Management process, ensuring problems are logged, investigated, and resolved effectively. Drive root cause analysis (RCA) and implement permanent fixes to prevent recurrence. Maintain the Known Error Database (KEDB) and ensure documentation is up to date. Monitor problem resolution progress and report on KPIs and SLAs. Change Management (35%) Own and continuously improve the Change Management process, ensuring consistent governance and compliance. Manage the full change lifecycle (request, assessment, approval, scheduling, implementation, and post implementation review). Assess change impact, risk, dependencies, and rollback plans; ensure appropriate stakeholder engagement and technical readiness. Coordinate change communications, maintenance windows, and implementation scheduling to minimise business disruption. Your skills and experience Proven experience in ITIL based Major Incident, Incident and Problem. Experience in Change Management is beneficial but not required. Strong leadership and coordination skills in high pressure, time critical environments. Excellent communication and stakeholder management skills, including executive level updates and facilitation. Demonstrated ability to assess risk, manage dependencies, and plan/coordinate complex technical change. Analytical mindset with experience in root cause analysis techniques and driving preventative actions. Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management). ITIL V4 Foundation certification (Mandatory); additional ITIL/Change/Service Management certifications are advantageous. Emergency change volume controlled and justified, with trend analysis and preventative improvements implemented. What a career at Baringa will give you Generous Annual Leave Policy: 5 weeks of annual leave, fully available at the start of each year, plus a 5 Year Recharge benefit adding 2 weeks of paid leave after 5 years of continuous service. Flexible Working: Hybrid working policy and flexibility around unpaid leave. Corporate Responsibility Days: 3 days per year to support social and environmental causes. Wellbeing Fund: Annual People Fund to support individual wellbeing activities. Profit Share Scheme: Participation in the Baringa Group Profit Share Scheme. Diversity and Inclusion We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
05/06/2026
Full time
Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence - all powered by advanced technology, data, AI and digital innovation. Clients value Baringa's collaborative approach and the way its teams integrate seamlessly - all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World's Best Management Consulting Firms. Our Technology Team are looking for an experienced IT Operations Lead to join them. The Incident Manager role at Baringa represents a distinctive and multifaceted position that integrates expertise in Major Incident Management, Problem Management, and IT Change Management. This role is responsible for leading responses to high impact IT incidents, driving comprehensive root cause analyses, implementing long term remediation strategies, and overseeing the end to end IT change lifecycle to mitigate risks and minimise disruptions. Serving as a pivotal function, it is integral to maintaining service continuity, enhancing system stability, and ensuring that all changes are meticulously planned, assessed, approved, executed, and reviewed in alignment with ITIL best practices and organisational governance standards. What you will be doing Lead and coordinate the response to major incidents, ensuring timely resolution and clear communication to stakeholders. Act as the central point of contact during critical outages, facilitating technical bridges and executive updates. Ensure incidents are logged, prioritized, and escalated appropriately. Maintain the Major Incident process and ensure it is rigorously followed across teams. Produce post incident reports and lead review meetings to identify lessons learned. Own the Problem Management process, ensuring problems are logged, investigated, and resolved effectively. Drive root cause analysis (RCA) and implement permanent fixes to prevent recurrence. Maintain the Known Error Database (KEDB) and ensure documentation is up to date. Monitor problem resolution progress and report on KPIs and SLAs. Change Management (35%) Own and continuously improve the Change Management process, ensuring consistent governance and compliance. Manage the full change lifecycle (request, assessment, approval, scheduling, implementation, and post implementation review). Assess change impact, risk, dependencies, and rollback plans; ensure appropriate stakeholder engagement and technical readiness. Coordinate change communications, maintenance windows, and implementation scheduling to minimise business disruption. Your skills and experience Proven experience in ITIL based Major Incident, Incident and Problem. Experience in Change Management is beneficial but not required. Strong leadership and coordination skills in high pressure, time critical environments. Excellent communication and stakeholder management skills, including executive level updates and facilitation. Demonstrated ability to assess risk, manage dependencies, and plan/coordinate complex technical change. Analytical mindset with experience in root cause analysis techniques and driving preventative actions. Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management). ITIL V4 Foundation certification (Mandatory); additional ITIL/Change/Service Management certifications are advantageous. Emergency change volume controlled and justified, with trend analysis and preventative improvements implemented. What a career at Baringa will give you Generous Annual Leave Policy: 5 weeks of annual leave, fully available at the start of each year, plus a 5 Year Recharge benefit adding 2 weeks of paid leave after 5 years of continuous service. Flexible Working: Hybrid working policy and flexibility around unpaid leave. Corporate Responsibility Days: 3 days per year to support social and environmental causes. Wellbeing Fund: Annual People Fund to support individual wellbeing activities. Profit Share Scheme: Participation in the Baringa Group Profit Share Scheme. Diversity and Inclusion We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
Manager Global Deskside Service DeliveryApplylocations: London, Englandtime type: Full timeposted on: Posted 28 Days Agojob requisition id: R Location London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualifications Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments.Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
05/06/2026
Full time
Manager Global Deskside Service DeliveryApplylocations: London, Englandtime type: Full timeposted on: Posted 28 Days Agojob requisition id: R Location London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualifications Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments.Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
Contract: Unified Comms (UC) Voice Engineer Location: Glasgow (Hybrid - 3 days onsite per week) Start Date: ASAP once background checks have been completed Duration: Initial 12 months extendable Rate: Circa £450-£510 a day (deemed inside IR35 via umbrella) Reference: 20548 Overview We are seeking an experienced Senior Cisco Voice & Collaboration Engineer (L3) to join a global enterprise technology team supporting a large-scale voice and unified communications environment. This role will focus on the operational support, maintenance, and continuous improvement of a global Cisco voice infrastructure. The successful candidate will provide Level 3 support, lead technical troubleshooting activities, support major incidents, and work closely with project teams to ensure successful deployment and operational acceptance of new services. Key Responsibilities Provide Level 3 operational support for enterprise voice and collaboration platforms. Manage and resolve complex incidents, problems, and service requests. Perform root cause analysis and implement permanent fixes. Support L1 and L2 teams with technical escalations. Participate in change management activities and production deployments. Work closely with project teams during implementation and transition phases. Produce and maintain technical and operational documentation. Track and manage work through ServiceNow. Support vendor management and governance activities. Communicate effectively with business stakeholders during incidents and project delivery. Essential Skills & Experience Strong experience supporting Cisco Unified Communications Manager (CUCM) 12.x and beyond Expertise with: Cisco IP Telephony Cisco Jabber and Jabber Mobile SIP, H.323 and ISDN protocols Session management and call routing Cisco UCCX Cisco Prime Assurance and Provisioning Experience supporting enterprise-scale voice and data environments. Strong troubleshooting and diagnostic skills within complex voice infrastructures. Experience working within ITIL-based operational environments. Desirable Skills Avaya Aura Communication Manager 8.x+ Avaya Media Gateways (G700, G350, G450) Avaya System Manager and Session Manager Avaya One-X Communicator Avaya Meeting Exchange/Bridgetalk IPC Unigy Trading System NICE Voice Recording ServiceNow administration and workflow experience You will be a proactive and technically strong voice engineer who thrives in a fast-paced enterprise environment. You'll be comfortable managing critical incidents, engaging with stakeholders, and driving operational excellence across a global communications platform. Networking People (UK) is acting as an Employment Business in relation to this vacancy.
05/06/2026
Contractor
Contract: Unified Comms (UC) Voice Engineer Location: Glasgow (Hybrid - 3 days onsite per week) Start Date: ASAP once background checks have been completed Duration: Initial 12 months extendable Rate: Circa £450-£510 a day (deemed inside IR35 via umbrella) Reference: 20548 Overview We are seeking an experienced Senior Cisco Voice & Collaboration Engineer (L3) to join a global enterprise technology team supporting a large-scale voice and unified communications environment. This role will focus on the operational support, maintenance, and continuous improvement of a global Cisco voice infrastructure. The successful candidate will provide Level 3 support, lead technical troubleshooting activities, support major incidents, and work closely with project teams to ensure successful deployment and operational acceptance of new services. Key Responsibilities Provide Level 3 operational support for enterprise voice and collaboration platforms. Manage and resolve complex incidents, problems, and service requests. Perform root cause analysis and implement permanent fixes. Support L1 and L2 teams with technical escalations. Participate in change management activities and production deployments. Work closely with project teams during implementation and transition phases. Produce and maintain technical and operational documentation. Track and manage work through ServiceNow. Support vendor management and governance activities. Communicate effectively with business stakeholders during incidents and project delivery. Essential Skills & Experience Strong experience supporting Cisco Unified Communications Manager (CUCM) 12.x and beyond Expertise with: Cisco IP Telephony Cisco Jabber and Jabber Mobile SIP, H.323 and ISDN protocols Session management and call routing Cisco UCCX Cisco Prime Assurance and Provisioning Experience supporting enterprise-scale voice and data environments. Strong troubleshooting and diagnostic skills within complex voice infrastructures. Experience working within ITIL-based operational environments. Desirable Skills Avaya Aura Communication Manager 8.x+ Avaya Media Gateways (G700, G350, G450) Avaya System Manager and Session Manager Avaya One-X Communicator Avaya Meeting Exchange/Bridgetalk IPC Unigy Trading System NICE Voice Recording ServiceNow administration and workflow experience You will be a proactive and technically strong voice engineer who thrives in a fast-paced enterprise environment. You'll be comfortable managing critical incidents, engaging with stakeholders, and driving operational excellence across a global communications platform. Networking People (UK) is acting as an Employment Business in relation to this vacancy.
Manager Global Deskside Service DeliveryApplylocations: London, Englandtime type: Full timeposted on: Posted 28 Days Agojob requisition id: R Location London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualifications Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments.Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
04/06/2026
Full time
Manager Global Deskside Service DeliveryApplylocations: London, Englandtime type: Full timeposted on: Posted 28 Days Agojob requisition id: R Location London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualifications Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments.Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.
Job Description Job Title: Client Service Delivery, Sr Manager Location: West Midlands (Birmingham) Salary: Competitive Career Level: CL6 Please note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) at the point of application. Company Overview Accenture is a leading global professional services company,providinga broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities acrossall oftheseservices We believe in inclusion and diversity and supporting the whole person. Our core valuescomprise ofStewardship, Best People, Client Value Creation, One Global Network, Respect for theIndividualand Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO As a Team You will be part of the Service Delivery Team responsible for the end-to-end delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting-edgetechnologies, and a global network of experts. Key Responsibilities Service Delivery Management Own full lifecycle service delivery across infrastructure and cloud environments, ensuring alignment to SLAs, KPIs, scope, and cost. Leverage AIOps and observability tools (e.g.Dynatrace, Datadog, New Relic, Elastic) to proactivelymonitorservice health and performance. Utilisepredictive alerting and anomaly detection to prevent incidents andoptimisedelivery priorities. Coordinate across internal teams, vendors, and stakeholders to ensure seamless delivery. Client Communication Act as the primary point of contact for service delivery, building strong, trusted client relationships. Translate technical insights into clear business value, highlighting outcomes such as improved reliability and reduced Mean TimeToRecover (MTTR). Communicate the impact of AI-driven service management anddemonstratethe value of platforms such as ServiceNow AIOps, Dynatrace, and Splunk IT Service Intelligence. Service Improvement Analyseservice metrics and trends toidentifyopportunities for continuous improvement. Embed incident learnings into automation workflows and prevention models. Use AIOps insights to improve service availability, performance, and reliability. Driveoptimisationthrough data-led decision-making and proactive operations. Documentation and Reporting Establish and lead governance forums, service reviews, and performance discussions. Deliver AI-enhanced reporting, including predictive insights and trend analysis using tools such as ServiceNow Performance Analytics, Azure Monitor, and AWS DevOps Guru. Ensure transparency and governance in AI usage within service delivery. Team Collaboration Work closely with cross-functional teams including IT, DevOps, and business units. Promote adoption of AIOps and automation tools across operational teams. Encourage skills development in data-driven and AI-assisted service management. Foster collaboration and knowledge sharing to drive service excellence. Risk Management Act as escalationleadformajor incidents, service risks, and client concerns, including participation in on-call rotations. Use event correlation and root cause analysis tools such asMoogsoft,BigPanda, and Splunk IT Service Intelligence to accelerate resolution. Proactivelyidentifyand mitigate risks using data-driven insights. Compliance Ensure adherence to client data protection, security, and regulatory requirements. Govern access to operational data used within AIOps and monitoring platforms. Support audits and assurance activities related to AI-enabled service delivery. Automation & Tooling Implement andoptimiseAIOps and automation capabilities to enable proactive and self-healing operations. Drive intelligent alerting, event correlation, and automated remediation. Leverage AI-driven dashboards for performance, cost, and efficiency insights (e.g.within ServiceNow or Datadog). Support business cases for AIOps and automation investment. Ideally,you'llhave: Experience in Service Delivery within infrastructure and cloud environments Strong understanding of IT Managed Services frameworks Hands-on experience with AIOps tools such as Dynatrace and ServiceNow Familiarity with observability tools (e.g.Datadog, New Relic, Elastic) Knowledge of event analytics tools such as Splunk IT Service Intelligence andMoogsoft Experience in stakeholder and client management Financial management, costoptimisation, and business case development experience Understanding of data protection, compliance, and security controls About Accenture Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Qualification Set yourself apart: You will have a culture of learning and completing relevant training and certifications. Experience in Agile Delivery, Project management, DevOps, FinOps. Know how to manage customer expectations with customer-facing experience. Good understanding of Service Management Principals, such as ITIL V4 and alignment with ISO20k, Experience with AI Ops tools, frameworks, and implementation strategies. Knowledge of AI-enabled automation and monitoring solutions. Awareness of Site Reliability Engineering principles and practices. Locations Birmingham Additional Information Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process. About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces . Join Accenture to work at the heart of change. Visit us at .
03/06/2026
Full time
Job Description Job Title: Client Service Delivery, Sr Manager Location: West Midlands (Birmingham) Salary: Competitive Career Level: CL6 Please note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) at the point of application. Company Overview Accenture is a leading global professional services company,providinga broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities acrossall oftheseservices We believe in inclusion and diversity and supporting the whole person. Our core valuescomprise ofStewardship, Best People, Client Value Creation, One Global Network, Respect for theIndividualand Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO As a Team You will be part of the Service Delivery Team responsible for the end-to-end delivery of infrastructure and cloud services to our clients. Operating from our Birmingham UK office, the team focuses on delivering high-quality, SLA-driven services enhanced through AIOps, automation, and data-driven insights. This is an opportunity to work in a dynamic, collaborative environment with access to continuous learning,cutting-edgetechnologies, and a global network of experts. Key Responsibilities Service Delivery Management Own full lifecycle service delivery across infrastructure and cloud environments, ensuring alignment to SLAs, KPIs, scope, and cost. Leverage AIOps and observability tools (e.g.Dynatrace, Datadog, New Relic, Elastic) to proactivelymonitorservice health and performance. Utilisepredictive alerting and anomaly detection to prevent incidents andoptimisedelivery priorities. Coordinate across internal teams, vendors, and stakeholders to ensure seamless delivery. Client Communication Act as the primary point of contact for service delivery, building strong, trusted client relationships. Translate technical insights into clear business value, highlighting outcomes such as improved reliability and reduced Mean TimeToRecover (MTTR). Communicate the impact of AI-driven service management anddemonstratethe value of platforms such as ServiceNow AIOps, Dynatrace, and Splunk IT Service Intelligence. Service Improvement Analyseservice metrics and trends toidentifyopportunities for continuous improvement. Embed incident learnings into automation workflows and prevention models. Use AIOps insights to improve service availability, performance, and reliability. Driveoptimisationthrough data-led decision-making and proactive operations. Documentation and Reporting Establish and lead governance forums, service reviews, and performance discussions. Deliver AI-enhanced reporting, including predictive insights and trend analysis using tools such as ServiceNow Performance Analytics, Azure Monitor, and AWS DevOps Guru. Ensure transparency and governance in AI usage within service delivery. Team Collaboration Work closely with cross-functional teams including IT, DevOps, and business units. Promote adoption of AIOps and automation tools across operational teams. Encourage skills development in data-driven and AI-assisted service management. Foster collaboration and knowledge sharing to drive service excellence. Risk Management Act as escalationleadformajor incidents, service risks, and client concerns, including participation in on-call rotations. Use event correlation and root cause analysis tools such asMoogsoft,BigPanda, and Splunk IT Service Intelligence to accelerate resolution. Proactivelyidentifyand mitigate risks using data-driven insights. Compliance Ensure adherence to client data protection, security, and regulatory requirements. Govern access to operational data used within AIOps and monitoring platforms. Support audits and assurance activities related to AI-enabled service delivery. Automation & Tooling Implement andoptimiseAIOps and automation capabilities to enable proactive and self-healing operations. Drive intelligent alerting, event correlation, and automated remediation. Leverage AI-driven dashboards for performance, cost, and efficiency insights (e.g.within ServiceNow or Datadog). Support business cases for AIOps and automation investment. Ideally,you'llhave: Experience in Service Delivery within infrastructure and cloud environments Strong understanding of IT Managed Services frameworks Hands-on experience with AIOps tools such as Dynatrace and ServiceNow Familiarity with observability tools (e.g.Datadog, New Relic, Elastic) Knowledge of event analytics tools such as Splunk IT Service Intelligence andMoogsoft Experience in stakeholder and client management Financial management, costoptimisation, and business case development experience Understanding of data protection, compliance, and security controls About Accenture Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Qualification Set yourself apart: You will have a culture of learning and completing relevant training and certifications. Experience in Agile Delivery, Project management, DevOps, FinOps. Know how to manage customer expectations with customer-facing experience. Good understanding of Service Management Principals, such as ITIL V4 and alignment with ISO20k, Experience with AI Ops tools, frameworks, and implementation strategies. Knowledge of AI-enabled automation and monitoring solutions. Awareness of Site Reliability Engineering principles and practices. Locations Birmingham Additional Information Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process. About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces . Join Accenture to work at the heart of change. Visit us at .
K-People Europe is a recruitment consultancy specialized in Korean speaking jobs with a dedicated Korean recruitment consultant working in London since 2007. Our client, an industry leading global company, is looking for a Korean speaking Global IT Service Desk Coordinator. The role will also support the IT team as the business prepares for a number of major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, service desk process improvement, and wider regional support integration. This role is ideal for someone who combines practical IT support knowledge with strong communication, ownership, documentation discipline, and coordination skills. It is not a deep technical engineering role; however, the successful candidate must be confident handling service requests, coordinating escalations, communicating clearly with stakeholders, and supporting the maturity of a growing global service desk model. Key Responsibilities (1) Service Desk Operations • Provide professional first-line and enhanced service desk support to users across London and selected regional/global offices • Own tickets end-to-end, from initial logging through to resolution or appropriate escalation • Ensure incidents and service requests are accurately recorded, categorised, prioritised, updated, and closed in the ITSM ticketing system (2) Escalation & Coordination • Coordinate escalations with senior IT team members, regional IT teams, clients and key vendors • Work closely with senior IT colleagues to ensure issues are escalated appropriately and followed through to completion (3) Technical Support • Support troubleshooting for Windows, macOS, Microsoft 365, Google Workspace, VPN, access management, collaboration tools, and endpoint-related issues • Support joiner, mover, and leaver (JML) processes with accuracy, consistency, and clear documentation (4) Asset Management & Documentation • Support IT asset management processes, including device allocation, return, check-in/check-out, lifecycle tracking, and audit readiness • Maintain clear documentation, including knowledge base articles, SOPs, troubleshooting guides, onboarding materials, and service process documents (5) Continuous Improvement • Identify recurring support issues and recommend practical improvements • Support Jira Service Management or equivalent ITSM process improvements • Assist with ticket quality review, service trend analysis, recurring issue tracking, and basic reporting (6) Global Service Coordination • Act as a reliable coordination point for service desk operations, ensuring that support requests are properly tracked, followed up, communicated, and closed. • Help maintain service continuity while the wider IT team delivers major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, asset management improvement, and ITSM process maturity. • Coordinate service desk activity across users, internal IT teams, regional stakeholders, HQ contacts, client-side stakeholders, and key vendors. • Help reduce dependency on senior IT team members by taking ownership of routine coordination, escalation tracking, user updates, and documentation. (7) Project Support & Service Transition • Support service desk readiness for major IT change initiatives, including user communication, support documentation, ticket categorisation, issue tracking, and escalation follow-up. • Assist with the operational support impact of Google Workspace rollout, AI adoption, Cleanroom-related support, and regional support integration. • Identify support patterns arising from new projects and help convert them into knowledge base articles, SOPs, and repeatable support processes. • Provide clear feedback to senior IT colleagues on recurring user issues, service risks, and improvement opportunities. Requirements (1) Must be fluent in both Korean & English (2) Strong stakeholder communication skills, including the ability to provide clear updates to users, managers, internal teams, vendors, and regional contacts. (3) Proven experience in an IT service desk, helpdesk, endpoint support, or IT support coordination role (4) Strong practical knowledge of Windows, macOS, Microsoft 365, Google Workspace, endpoint support, access management, and standard collaboration tools (5) Experience using ITSM ticketing systems such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar (6) Ability to coordinate effectively across users, internal IT teams, external vendors, and regional stakeholders (7) Ability to create clear support documentation, SOPs, and knowledge base content (8) Familiarity with ITIL or ITSM principles and frameworks preferred (9) Hands-on experience with Jira Service Management, Confluence, or endpoint management tools preferred Conditions (1) Job location: London (2) Hybrid: 3 days in the office & 2 days working from home (3) Job type: full-time & 12 month contract (renewing up to 4 years and becoming permanent) (4) Hours of work: 37.5 hour per week (some overtime work may be required for emergencies and projects) (5) Annual basic salary: 40K (depending on experience) (6) Performance based bonus, Pension, Income Protection, Health Insurance, Dental Insurance, Life Assurance, etc. (7) Annual leave: 33 (25 holidays + 8 bank holidays) Before you apply (1) Korean language skill is essential (2) The right candidate must be eligible to work full-time in UK immediately without any visa restriction. If you're on any visa permitting full-time work in UK, please indicate your visa status in your CV and when it expires. (3) Please send your CV in MS Word format (4) ONLY right candidates will be contacted, and if your application is successful, we'll contact you within 5 working days.
01/06/2026
Full time
K-People Europe is a recruitment consultancy specialized in Korean speaking jobs with a dedicated Korean recruitment consultant working in London since 2007. Our client, an industry leading global company, is looking for a Korean speaking Global IT Service Desk Coordinator. The role will also support the IT team as the business prepares for a number of major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, service desk process improvement, and wider regional support integration. This role is ideal for someone who combines practical IT support knowledge with strong communication, ownership, documentation discipline, and coordination skills. It is not a deep technical engineering role; however, the successful candidate must be confident handling service requests, coordinating escalations, communicating clearly with stakeholders, and supporting the maturity of a growing global service desk model. Key Responsibilities (1) Service Desk Operations • Provide professional first-line and enhanced service desk support to users across London and selected regional/global offices • Own tickets end-to-end, from initial logging through to resolution or appropriate escalation • Ensure incidents and service requests are accurately recorded, categorised, prioritised, updated, and closed in the ITSM ticketing system (2) Escalation & Coordination • Coordinate escalations with senior IT team members, regional IT teams, clients and key vendors • Work closely with senior IT colleagues to ensure issues are escalated appropriately and followed through to completion (3) Technical Support • Support troubleshooting for Windows, macOS, Microsoft 365, Google Workspace, VPN, access management, collaboration tools, and endpoint-related issues • Support joiner, mover, and leaver (JML) processes with accuracy, consistency, and clear documentation (4) Asset Management & Documentation • Support IT asset management processes, including device allocation, return, check-in/check-out, lifecycle tracking, and audit readiness • Maintain clear documentation, including knowledge base articles, SOPs, troubleshooting guides, onboarding materials, and service process documents (5) Continuous Improvement • Identify recurring support issues and recommend practical improvements • Support Jira Service Management or equivalent ITSM process improvements • Assist with ticket quality review, service trend analysis, recurring issue tracking, and basic reporting (6) Global Service Coordination • Act as a reliable coordination point for service desk operations, ensuring that support requests are properly tracked, followed up, communicated, and closed. • Help maintain service continuity while the wider IT team delivers major initiatives, including Google Workspace adoption, AI enablement, Cleanroom support, asset management improvement, and ITSM process maturity. • Coordinate service desk activity across users, internal IT teams, regional stakeholders, HQ contacts, client-side stakeholders, and key vendors. • Help reduce dependency on senior IT team members by taking ownership of routine coordination, escalation tracking, user updates, and documentation. (7) Project Support & Service Transition • Support service desk readiness for major IT change initiatives, including user communication, support documentation, ticket categorisation, issue tracking, and escalation follow-up. • Assist with the operational support impact of Google Workspace rollout, AI adoption, Cleanroom-related support, and regional support integration. • Identify support patterns arising from new projects and help convert them into knowledge base articles, SOPs, and repeatable support processes. • Provide clear feedback to senior IT colleagues on recurring user issues, service risks, and improvement opportunities. Requirements (1) Must be fluent in both Korean & English (2) Strong stakeholder communication skills, including the ability to provide clear updates to users, managers, internal teams, vendors, and regional contacts. (3) Proven experience in an IT service desk, helpdesk, endpoint support, or IT support coordination role (4) Strong practical knowledge of Windows, macOS, Microsoft 365, Google Workspace, endpoint support, access management, and standard collaboration tools (5) Experience using ITSM ticketing systems such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar (6) Ability to coordinate effectively across users, internal IT teams, external vendors, and regional stakeholders (7) Ability to create clear support documentation, SOPs, and knowledge base content (8) Familiarity with ITIL or ITSM principles and frameworks preferred (9) Hands-on experience with Jira Service Management, Confluence, or endpoint management tools preferred Conditions (1) Job location: London (2) Hybrid: 3 days in the office & 2 days working from home (3) Job type: full-time & 12 month contract (renewing up to 4 years and becoming permanent) (4) Hours of work: 37.5 hour per week (some overtime work may be required for emergencies and projects) (5) Annual basic salary: 40K (depending on experience) (6) Performance based bonus, Pension, Income Protection, Health Insurance, Dental Insurance, Life Assurance, etc. (7) Annual leave: 33 (25 holidays + 8 bank holidays) Before you apply (1) Korean language skill is essential (2) The right candidate must be eligible to work full-time in UK immediately without any visa restriction. If you're on any visa permitting full-time work in UK, please indicate your visa status in your CV and when it expires. (3) Please send your CV in MS Word format (4) ONLY right candidates will be contacted, and if your application is successful, we'll contact you within 5 working days.
Location: London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualification Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments. Equal Opportunity Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment. We are proud to create a diverse environment and are proud to be an equal opportunity employer.
31/05/2026
Full time
Location: London - One Canada Square, Level 25 Brookfield Culture Brookfield has a unique and dynamic culture. We seek team members who have a long term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses. Job Description Builds and leads a high performing, globally aligned deskside organization that delivers exceptional end user support. Aligns ITIL based service management practices with regional operations to ensure global consistency, accountability and measurable service excellence, while integrating service delivery with enterprise ITSM processes. Key Responsibilities Global Leadership & Service Culture: Define and implement a global deskside operating model with clear accountability; foster partnerships with service owners and regional teams and lead regional alignment reviews. Enablement, Capability & Readiness: Deliver global enablement and training for deskside teams including onboarding and ITIL education; promote knowledge management adoption and ensure teams are prepared and executing to standard. Major Incident Leadership: Lead deskside participation in the Major Incident Management Council; ensure escalation, communication and coordination during major incidents; integrate lessons learned into deskside workflows. Process Integration & ITIL Alignment: Serve as liaison between deskside operations and ITSM process owners; translate ITIL standards into executable regional workflows; conduct process maturity assessments and publish a global service playbook. Global Service Performance & Governance: Oversee global deskside performance metrics including ticket volume, SLA compliance, backlog and user satisfaction; establish KPI framework and dashboards; deliver performance summaries and coordinate corrective actions. Cross Functional Service Integration: Identify inefficiencies and handoff friction across deskside and ITSM functions; coordinate improvement initiatives across Incident, Problem, Change, Request and Asset processes. ServiceNow Data & Reporting Integrity: Ensure accurate data capture and workflow alignment; standardize global reporting and align deskside metrics with enterprise ITSM governance. Strategic Global Programs: Lead or sponsor global initiatives such as the Global Deskside Service Playbook, hardware lifecycle program alignment, knowledge management modernization, incident integration and global training programs. Key Deliverables Defined global operating model with clear accountability and standardized workflows. Reduced regional process variation and improved cross region collaboration to 90%. Measurable improvements in SLA performance, MTTR and CSAT to 90%. Improve interaction with SNOW, reducing handoff and escalation delays by 90%. Enforce SOP adoption rate >= 90% compliance across regions. Deliver continuous improvement initiatives >= 1 per quarter. Improve Asset Accuracy: >= 98% inventory accuracy globally. Embedded culture of continuous improvement through structured reviews and a functioning improvement council. Required Experience 5+ years of IT service delivery experience with a focus on deskside operations. Proven success leading global initiatives and implementing ITIL service models. Experience translating ITSM frameworks into operational execution across regions. Strong proficiency in ServiceNow reporting and endpoint management solutions. Excellent analytical, communication and executive stakeholder management skills. Skills & Qualification Leadership and organizational alignment across global teams. Deep understanding of ITIL frameworks and service management principles. Ability to develop and monitor KPIs and performance dashboards. Cross regional coordination and change management skills. Competency in data integrity, reporting and continuous improvement. Preferred Qualifications ITIL v4 Foundation certification. Experience leading global hardware lifecycle or knowledge management programs. Experience integrating service delivery with ITSM processes in multinational environments. Equal Opportunity Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment. We are proud to create a diverse environment and are proud to be an equal opportunity employer.
Job Title: Service Delivery Manager Location: London Company: BritBox International Reporting to: SVP, Technology & Content Delivery Contract Type: 12 Month Fixed-term contract About Us Welcome to BritBox, the ultimate streaming destination for British TV. We bring you an unparalleled collection of thoughtfully curated entertainment, cleverly crafted and brimming with the kind of charm, wit and heart only the Brits could deliver. Born from the BBC, we're on a mission to share authentically British stories with audiences across the world. Since our launch in 2017, we've quickly expanded to seven markets including North America, Australia, and the Nordics. We are a small but mighty streamer that punches above our weight, available on every major platform and even shining among the bright lights of Times Square-and we're just getting started! Now, here's where you come in: if you're passionate about entertainment, thrive in a fast-paced environment, and want to play a meaningful role in our remarkable growth story, this is your chance. Join our team and help us bring the best of British TV to fans everywhere. Job Purpose We are looking for a Service Manager to own end-to-end service management across BritBox International's technology platform. You will be responsible for both ITSM processes (incident, problem, and change management) and service delivery (vendor relationships, SLA performance, and operational quality), managing a small team of 2-5 people and reporting to the SVP of Technology and Operations. This is not a traditional service management role. We are seeking someone who will own the AI strategy for service operations and be hands on in implementing it. Experience with agentic AI frameworks, LLM powered automation, and tools like Claude Code is a core requirement - not a nice to have. You will deploy AI agents for automated incident triage, build agentic workflows that transform how we detect, resolve, and prevent issues, and bring predictive intelligence into a platform that serves millions of viewers across seven markets. Responsibilities Service Management & Operations Own and continuously improve ITSM processes across incident, problem, change, and release management, ensuring alignment with ITIL best practices. Lead major incident management - coordinating cross functional response, driving resolution, and delivering root cause analysis and post incident reviews. Maintain and evolve the service catalogue, ensuring all technology services are clearly defined, documented, and understood across the organisation. Monitor platform health, availability, and performance across all BritBox markets, proactively identifying risks before they impact viewers. Coordinate with engineering, product, infrastructure, and content teams to ensure service continuity during releases, migrations, and scaling events. Service Delivery & Vendor Management Manage relationships with third party vendors and technology partners (CDN providers, cloud infrastructure, platform partners), holding them accountable to contracted SLAs. Define, track, and report on service KPIs including platform uptime, Mean Time to Resolve (MTTR), Mean Time to Identify (MTTI), and customer satisfaction metrics. Produce regular service performance reporting for senior leadership, translating operational data into actionable insights. Drive service improvement plans based on trend analysis, incident patterns, and feedback from internal stakeholders and viewers. Negotiate and manage vendor contracts, ensuring BritBox receives optimal value and service quality. AI-Driven Service Automation Design and implement an AI first service operations strategy using agentic frameworks and LLM powered tools such as Claude Code, autonomous service agents, and AI assisted runbooks. Deploy AI agents for automated incident triage, classification, and first line resolution - reducing mean time to resolve and freeing the team to focus on complex, high impact issues. Build agentic workflows that autonomously execute operational runbooks, elevate intelligently, and learn from historical incident data to improve over time. Implement predictive analytics and anomaly detection to identify potential service degradations before they impact viewers. Design and deploy self service automation for internal teams, enabling engineers and product staff to resolve common requests without manual service desk intervention. Establish robust governance around AI agent behaviour, including escalation policies, human in the loop controls, audit trails, and output validation. Process & Governance Develop and maintain ITIL aligned process documentation, including service management policies, operational procedures, and escalation matrices. Establish governance frameworks for AI tooling in service operations, including prompt engineering standards, agent guardrails, and responsible AI practices. Drive continual service improvement through retrospectives, data driven insights, and industry benchmarking. Own stakeholder communication during major incidents and significant changes, ensuring timely, clear, and accurate updates to technical and non technical audiences. Knowledge and Experience Essential experience Experience in IT service management or service delivery, with leadership or management role. Proven hands on experience with AI driven service management tools and agentic frameworks - including but not limited to Claude Code, LLM powered automation, AI service agents, or equivalent AI native operations tooling. This is a core requirement. Strong understanding of agentic AI architectures and how to apply them in a service operations context (autonomous triage, predictive analytics, self healing workflows, intelligent escalation). Solid ITSM foundation with practical experience applying ITIL v3/v4 principles in a technology organisation. Experience with ITSM and observability platforms such as ServiceNow, Jira Service Management, PagerDuty, Opsgenie, or similar. Demonstrated vendor and partner management experience, including SLA negotiation and performance management. Experience managing service teams in a multi region or 24/7 operational environment. Familiarity with observability and monitoring tooling (Datadog, Grafana, New Relic, CloudWatch). Knowledge of prompt engineering and AI agent orchestration patterns. Strong technical understanding of cloud infrastructure (AWS, GCP), streaming/OTT platforms, and content delivery networks. Excellent communication skills - able to lead incident bridges, produce executive level reporting, and translate technical issues for non technical stakeholders. Desired experience but not essential ITIL 4 Foundation or Expert certification. Experience in the media, entertainment, or streaming/OTT industry. Experience with automation scripting (Python, Bash, or similar) for operational tooling. Experience implementing or managing AI powered chatbots or virtual service agents. Core skills A calm, authoritative presence during high pressure incidents who instils confidence across technical and non technical teams. A forward thinking leader who sees AI not as a buzzword but as a practical, transformative tool for service operations. Someone who thrives in a fast paced, evolving environment and is comfortable with ambiguity. A strong communicator who can navigate vendor relationships, lead incident responses, and report to senior leadership with equal confidence. A team builder who invests in growing people and fostering a collaborative, psychologically safe team culture. Genuine curiosity and a continuous learning mindset - particularly around emerging AI and automation technologies. Our Values Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day. Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback. We are proud of our values and seek to hire people who resonate with them. This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.
25/05/2026
Full time
Job Title: Service Delivery Manager Location: London Company: BritBox International Reporting to: SVP, Technology & Content Delivery Contract Type: 12 Month Fixed-term contract About Us Welcome to BritBox, the ultimate streaming destination for British TV. We bring you an unparalleled collection of thoughtfully curated entertainment, cleverly crafted and brimming with the kind of charm, wit and heart only the Brits could deliver. Born from the BBC, we're on a mission to share authentically British stories with audiences across the world. Since our launch in 2017, we've quickly expanded to seven markets including North America, Australia, and the Nordics. We are a small but mighty streamer that punches above our weight, available on every major platform and even shining among the bright lights of Times Square-and we're just getting started! Now, here's where you come in: if you're passionate about entertainment, thrive in a fast-paced environment, and want to play a meaningful role in our remarkable growth story, this is your chance. Join our team and help us bring the best of British TV to fans everywhere. Job Purpose We are looking for a Service Manager to own end-to-end service management across BritBox International's technology platform. You will be responsible for both ITSM processes (incident, problem, and change management) and service delivery (vendor relationships, SLA performance, and operational quality), managing a small team of 2-5 people and reporting to the SVP of Technology and Operations. This is not a traditional service management role. We are seeking someone who will own the AI strategy for service operations and be hands on in implementing it. Experience with agentic AI frameworks, LLM powered automation, and tools like Claude Code is a core requirement - not a nice to have. You will deploy AI agents for automated incident triage, build agentic workflows that transform how we detect, resolve, and prevent issues, and bring predictive intelligence into a platform that serves millions of viewers across seven markets. Responsibilities Service Management & Operations Own and continuously improve ITSM processes across incident, problem, change, and release management, ensuring alignment with ITIL best practices. Lead major incident management - coordinating cross functional response, driving resolution, and delivering root cause analysis and post incident reviews. Maintain and evolve the service catalogue, ensuring all technology services are clearly defined, documented, and understood across the organisation. Monitor platform health, availability, and performance across all BritBox markets, proactively identifying risks before they impact viewers. Coordinate with engineering, product, infrastructure, and content teams to ensure service continuity during releases, migrations, and scaling events. Service Delivery & Vendor Management Manage relationships with third party vendors and technology partners (CDN providers, cloud infrastructure, platform partners), holding them accountable to contracted SLAs. Define, track, and report on service KPIs including platform uptime, Mean Time to Resolve (MTTR), Mean Time to Identify (MTTI), and customer satisfaction metrics. Produce regular service performance reporting for senior leadership, translating operational data into actionable insights. Drive service improvement plans based on trend analysis, incident patterns, and feedback from internal stakeholders and viewers. Negotiate and manage vendor contracts, ensuring BritBox receives optimal value and service quality. AI-Driven Service Automation Design and implement an AI first service operations strategy using agentic frameworks and LLM powered tools such as Claude Code, autonomous service agents, and AI assisted runbooks. Deploy AI agents for automated incident triage, classification, and first line resolution - reducing mean time to resolve and freeing the team to focus on complex, high impact issues. Build agentic workflows that autonomously execute operational runbooks, elevate intelligently, and learn from historical incident data to improve over time. Implement predictive analytics and anomaly detection to identify potential service degradations before they impact viewers. Design and deploy self service automation for internal teams, enabling engineers and product staff to resolve common requests without manual service desk intervention. Establish robust governance around AI agent behaviour, including escalation policies, human in the loop controls, audit trails, and output validation. Process & Governance Develop and maintain ITIL aligned process documentation, including service management policies, operational procedures, and escalation matrices. Establish governance frameworks for AI tooling in service operations, including prompt engineering standards, agent guardrails, and responsible AI practices. Drive continual service improvement through retrospectives, data driven insights, and industry benchmarking. Own stakeholder communication during major incidents and significant changes, ensuring timely, clear, and accurate updates to technical and non technical audiences. Knowledge and Experience Essential experience Experience in IT service management or service delivery, with leadership or management role. Proven hands on experience with AI driven service management tools and agentic frameworks - including but not limited to Claude Code, LLM powered automation, AI service agents, or equivalent AI native operations tooling. This is a core requirement. Strong understanding of agentic AI architectures and how to apply them in a service operations context (autonomous triage, predictive analytics, self healing workflows, intelligent escalation). Solid ITSM foundation with practical experience applying ITIL v3/v4 principles in a technology organisation. Experience with ITSM and observability platforms such as ServiceNow, Jira Service Management, PagerDuty, Opsgenie, or similar. Demonstrated vendor and partner management experience, including SLA negotiation and performance management. Experience managing service teams in a multi region or 24/7 operational environment. Familiarity with observability and monitoring tooling (Datadog, Grafana, New Relic, CloudWatch). Knowledge of prompt engineering and AI agent orchestration patterns. Strong technical understanding of cloud infrastructure (AWS, GCP), streaming/OTT platforms, and content delivery networks. Excellent communication skills - able to lead incident bridges, produce executive level reporting, and translate technical issues for non technical stakeholders. Desired experience but not essential ITIL 4 Foundation or Expert certification. Experience in the media, entertainment, or streaming/OTT industry. Experience with automation scripting (Python, Bash, or similar) for operational tooling. Experience implementing or managing AI powered chatbots or virtual service agents. Core skills A calm, authoritative presence during high pressure incidents who instils confidence across technical and non technical teams. A forward thinking leader who sees AI not as a buzzword but as a practical, transformative tool for service operations. Someone who thrives in a fast paced, evolving environment and is comfortable with ambiguity. A strong communicator who can navigate vendor relationships, lead incident responses, and report to senior leadership with equal confidence. A team builder who invests in growing people and fostering a collaborative, psychologically safe team culture. Genuine curiosity and a continuous learning mindset - particularly around emerging AI and automation technologies. Our Values Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day. Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback. We are proud of our values and seek to hire people who resonate with them. This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.
The Major Incident Manager will take an influential role in this rapidly growing, global business. The role will be responsible for numerous deliverables with the key focus on resolving all major incidents and supporting IT services across the group. A strong level of general IT / Infrastructure knowledge is required. The role won't be 'hands-on' however you will need to interact with relevant technical teams on various high priority incidents or outages and demonstrate a high level of technical understanding. Applicants must be within commutable distance of the Hampshire office; such as: Fareham, Portsmouth, Southampton, Winchester, Bournemouth, Basingstoke. Requirements: The ability to lead teams effectively, either directly or offshore Can demonstrate working as an Major Incident Manager, Problem Manager or delivering Service Delivery processes in a large organisation Good understanding of IT; Infrastructure, Networking, SAP, Windows, Linux, etc Experienced in working with or managing 3rd parties Able to adapt effectively to the demands of a fast-paced, changeable environment Mut be an excellent communicator. Able to work with all levels of a business ITIL certified Experience with ServiceNow Able and willing to work on an on-call rota when required All candidates must be eligible to work in the UK. Please apply to this advert or send your cv to (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
22/05/2026
Full time
The Major Incident Manager will take an influential role in this rapidly growing, global business. The role will be responsible for numerous deliverables with the key focus on resolving all major incidents and supporting IT services across the group. A strong level of general IT / Infrastructure knowledge is required. The role won't be 'hands-on' however you will need to interact with relevant technical teams on various high priority incidents or outages and demonstrate a high level of technical understanding. Applicants must be within commutable distance of the Hampshire office; such as: Fareham, Portsmouth, Southampton, Winchester, Bournemouth, Basingstoke. Requirements: The ability to lead teams effectively, either directly or offshore Can demonstrate working as an Major Incident Manager, Problem Manager or delivering Service Delivery processes in a large organisation Good understanding of IT; Infrastructure, Networking, SAP, Windows, Linux, etc Experienced in working with or managing 3rd parties Able to adapt effectively to the demands of a fast-paced, changeable environment Mut be an excellent communicator. Able to work with all levels of a business ITIL certified Experience with ServiceNow Able and willing to work on an on-call rota when required All candidates must be eligible to work in the UK. Please apply to this advert or send your cv to (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
