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Career Opportunities: Lead Service Manager (11244) Requisition ID11244-Posted - Years of Experience (1) -Consulting- Where (1) Glue Reply is the outcome-focused Architecture specialist within the Reply Group. Through services encompassing Business Change/Transformation, Strategy & Architecture, Data exploitation and Integration, Glue Replyis able tohelp its clients succeed by turning strategy into tangible solutions and vision into practical outcomes. Glue Reply diagnoses the challenges andadviseson the way to make real impact - enabling its clients to deliver. Role Overview Glue Reply is a leading digital product design and delivery, data engineering, and integration consultancy in the UK, with a strong reputation for excellence across architecture, design, development, delivery, and service management. To support increasing demand from blue-chip clients and maintain its market-leading position, Glue Reply is seeking a Lead Service Management professional to join the team.This role is responsible for leading and managing a team of Service Delivery Technicians and Security Analysts, ensuring the efficient and effective delivery of services. As a key member of the Service Delivery team, the successful candidate will combine strong interpersonal skills with exceptional technical capability to deliver applications for Glue Reply customers. Responsibilities Oversee daily Service Delivery and Security Operations, ensuring adherence to established processes and procedures Lead and coordinate support teams to resolve incidents, problems, and service requests within agreed SLAs Monitor and manage services to ensure timely resolution of incidents and service requests Manage incident triage, escalation, and resolution in line with ITIL principles, including Major Incidents Coordinate software changes through stakeholder engagement and Change Enablement practices, supporting release readiness activities Act as the escalation point for complex technical issues, customer complaints, and critical P1 incidents, driving them to resolution Ensure organisational governance aligns with company policies, industry standards, and regulatory requirements Track, analyse, and report on KPIs and SLAs, identifying trends, bottlenecks, and opportunities for improvement Develop and maintain service delivery documentation, knowledge bases, SOPs, and implement best practices across service management processes Build strong stakeholder relationships, ensure high customer satisfaction, provide team leadership and guidance, and oversee ticket queues with effective workload prioritisation About the Candidate Strong leadership, coaching, and team-building capabilities, with the ability to inspire and motivate teams Solid understanding of Service Delivery, ideally aligned with ITIL Service Management practices Proven knowledge of ITIL processes, particularly Incident and Change Management Experience with ITSM tools such as ServiceNow Strong understanding of Cyber Security principles and experience with SIEM tools Good knowledge of project and people management practices Experience working with Public Cloud platforms, ideally AWS Familiarity with CI/CD pipelines and DevOps tools including Jenkins, Ansible, and Git Experience with Linux-based operating systems and Agile development methodologies Excellent communication, organisational, and problem-solving skills, with a customer centric mindset and ability to manage multiple priorities in fast paced environments Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skincolour, marital status or parental status or any other characteristic protected by the Law. Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.

Job Description Purpose of the role To design, develop and improve software, utilising various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high-quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross-functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers, participate in code reviews, and promote a culture of code quality and knowledge sharing. Stay informed of industry technology trends and innovations and actively contribute to the organization's technology communities to foster a culture of technical excellence and growth. Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementation of effective unit testing practices to ensure proper code design, readability, and reliability. Vice President Expectations To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures If managing a team, they define jobs and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic E - Energise and inspire A - Align across the enterprise D - Develop others OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave. Join our HR Technology team as a Senior ServiceNow Developer and play a key role in transforming the colleague experience across Barclays. In this role, you'll design and deliver high impact ServiceNow HR Service Delivery solutions, working closely with HR and Technology stakeholders to shape architecture, drive agile delivery, and integrate with platforms such as Workday and the Microsoft ecosystem. Combining hands on development with technical leadership, you'll help set standards, improve performance and security, and deliver innovative solutions at scale, making this an exciting opportunity for someone passionate about modern HR platforms and meaningful enterprise transformation. To be successful as a Senior ServiceNow Developer, you should have experience with: Architecting and implementing ServiceNow platform and HR Service Delivery solutions at enterprise scale. Implementing NowAssist for Generative and Agentic AI use cases. Supporting infrastructure such as Workday, Entra, Microsoft Graph, Microsoft 365 (Teams, Copilot) at a working knowledge level. Some other highly valued skills may include: Experience designing conversational interfaces with Copilot. Experience working with zero copy data architectures. Experience designing and implementing end to end use cases with Workday. You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills. This role will be based in either our Glasgow or Northampton office Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the Top Workplace in the area.

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice. We are looking for a proactive and customer-focused IT Support Analyst (2nd Line) to join our IT team in our Sustainable Distribution Centre in Northampton. This role is ideal for someone who enjoys solving technical challenges, improving user experiences, and contributing to business critical IT projects in the cutting edge logistics facility. What we offer: Base salary of £39,339.24 25 days' holiday (excluding bank holidays) and 5 days Volunteer Leave per year Opportunity for Unpaid Leave Up to 10 days international remote working Free Eye Test Employee Referral Scheme Cycle to Work scheme Critical Illness Cover Free online Fitness Platform i.e., Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition On Site Mental health First Aiders Employee benefits i.e., Free eye test , up to 25% off gym membership, high street vouchers Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service, Health Cash Plan, Karo Health. Tailored development and career opportunities Key Responsibilities 1. IT Infrastructure Support Manage local site IT projects from initial planning through to successful delivery. Work with project teams to transition new solutions into Business as Usual (BAU), ensuring documentation is completed and maintained. Provide 2nd line support for users, hardware, software, and network services across multiple locations through ServiceNow, telephone, and email channels. Investigate and resolve infrastructure issues relating to software, hardware, and networking in a timely manner. Perform network troubleshooting, including IP addressing, VLANs, wireless technologies, switching, routing, protocols, and diagnostic tools. Support ongoing maintenance activities including system updates, service packs, hotfixes, and software upgrades. Ensure endpoint security and anti virus solutions remain current across the IT estate. Share knowledge with colleagues, support the development of 1st line teams, and collaborate with 3rd line specialists to continually broaden technical expertise. Maintain clear, accurate, and consistent technical documentation and work instructions. Adhere to IT governance, change management processes, and operational policies. Participate in out of hours support activities where required. Provide on site support during normal business hours. 2. Stakeholder Support (On Site) Deliver a high quality, customer focused support experience to employees and stakeholders. Build strong working relationships across departments to understand operational needs and improve service delivery. Provide clear technical guidance and advice to users of varying technical abilities. Support senior stakeholders, VIP users, and business critical functions with professionalism and discretion. Manage stakeholder expectations effectively, ensuring requirements are clearly understood and communicated. 3. Project & Initiative Delivery Contribute to IT and operational projects including technology rollouts, upgrades, migrations, and infrastructure improvements. Assist with planning, testing, and implementation of new technologies and solutions. Work collaboratively with internal IT teams and external suppliers to achieve successful project outcomes. Identify opportunities for automation, process optimisation, and service enhancement. Support continuous improvement initiatives that increase efficiency, reliability, and customer satisfaction. 4. Continuous Improvement Stay up to date with emerging technologies, industry best practice, and market trends. Recommend and implement improvements that enhance operational effectiveness and customer experience. Continuously review processes and procedures to drive efficiency, innovation, and service excellence. Key Requirements Industry recognised IT qualification (MCSE or equivalent experience). ITIL Foundation knowledge, including Incident, Request, and Change Management processes. Experience working within a 2nd line IT support environment. Strong understanding of networking fundamentals including TCP/IP. Experience supporting Active Directory and Microsoft Entra user and group administration. Strong troubleshooting and diagnostic skills across hardware, software, and infrastructure environments. Experience with cloud based device management solutions such as Microsoft Intune or 42Gears. Infrastructure experience including cabling, hardware replacement, and network equipment support. Understanding of disaster recovery and business continuity principles. Experience managing or contributing to technical projects. Ability to independently investigate issues and implement effective solutions. Excellent customer service and service delivery focus. Strong attention to detail and ability to maintain accurate documentation. Excellent verbal and written communication skills, adapting communication style to different audiences. Ability to balance technical requirements with wider business and customer needs. Flexible, adaptable, and eager to learn new technologies. Full UK driving licence with willingness to travel occasionally within the UK. Strong understanding of network architecture, including DNS, reservations, and traffic management. Knowledge of resilient infrastructure design, including power, networking, and communications redundancy. Advanced experience supporting Zebra label printers, including ZPL configuration and troubleshooting. Experience with barcode scanning technologies and warehouse operations environments. Experience supporting senior business stakeholders and external customer representatives. Ability to challenge existing processes and implement best practice improvements. Experience working with third party suppliers and managing service delivery outcomes. Strong awareness of IT security principles and risk management practices. Understanding of Health & Safety requirements, RAMS, vendor management, and site compliance processes. Subject Matter Expert (SME) knowledge in one or more technical disciplines, with experience coaching colleagues and producing standard operating procedures. Experience handling escalated and complex technical incidents. We thank all applicants for their interest, however, only those under consideration will be contacted. Please note, applicants must have the legal right to work in the UK, as we are unable to offer visa sponsorship for this position. In Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process but we encourage the candidates to use them to enhance their application and not replace their own effort and authenticity. Therefore, candidates should not rely on AI generated responses during the interview process. Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential. Yusen Logistics are proud to be a 'Disability Confident Committed' employer.

About Us Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics-all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential. Our Opportunity At Automation Anywhere, we are looking for a business-fluent, technically credible industry specialist to join our EMEA Industry Catalyst & Solution Engineering team. As Principal Solution Architect - Industry Specialist, you will operate at the intersection of deep BFSI expertise and enterprise-grade technical credibility, engaging C-suite and senior business leaders to translate agentic AI and intelligent automation capabilities into compelling, industry-specific business transformation narratives. This is a newly created hybrid role, bridging Solution Engineering and Industry Catalyst. Unlike a pure Catalyst role you carry direct deal accountability; unlike a standard SE role you operate at the business transformation layer. You will be the named BFSI & Finance Operations expert on major EMEA pursuits, owning vertical content, qualifying industry opportunities, and serving as a trusted advisor to both customers and the broader SE team. Location: United Kingdom (London) Who You'll Report To VP, Industry Catalyst & Solution Engineering - EMEA You Will Make an Impact By Being Responsible For Industry Sales Execution (60%) Lead industry-specific pre-sales motions on strategic EMEA accounts, partnering with Account Executives from qualification through commercial close. Own the business case, ROI model, and industry narrative for Banking, Financial Services, Insurance, and Finance Operations opportunities across EMEA and the Middle East. Design and deliver executive-level discovery workshops, translating business pain into agentic AI and intelligent automation solution roadmaps. Serve as the named BFSI industry expert on RFPs, RFIs, and strategic pursuits; lead responses to procurement and technical evaluation processes. Engage Global System Integrators on joint solution design for major BFSI accounts. Technical Architecture (25%) Shape high-level solution architectures covering APA, Agentic Process Automation, IDP, and Co-Pilot modalities for BFSI use cases including KYC, AML, financial close, AP/AR automation, and claims processing. Guide POC scoping and success criteria definition; support the SE team during technical validation phases on vertically relevant opportunities. Maintain working knowledge of APA platform internals, integration patterns (SAP, Salesforce, ServiceNow), and cloud deployment models. Bridge technical depth of the SE team to the strategic perspective of the Catalyst team, amplifying both. Industry Content & Enablement (15%) / Thought Leadership & Eminence Build and maintain BFSI and Finance Operations vertical playbooks covering use case libraries, competitive positioning, and objection handling. Deliver internal enablement sessions to upskill the EMEA SE team on industry dynamics, regulatory landscape, and BFSI buyer language. Contribute to EMEA Industry Pack development alongside Industry Catalyst colleagues; represent Automation Anywhere at relevant industry events and analyst briefings. Publish point-of-view content on agentic AI and intelligent automation trends in BFSI and Finance Operations via LinkedIn and internal platforms. Develop executive briefing materials and CXO conversation frameworks for use by the broader EMEA SE team. Build and maintain a network of industry practitioners, GSI contacts, and ecosystem partners in the BFSI vertical. You Will Be a Great Fit If You Have 10+ years of experience in BFSI, Insurance, or Finance Operations, combining a practitioner phase (banking, financial analysis, insurance operations, or FinTech) with a consulting or technology sales phase. Deep industry knowledge across Banking & Capital Markets, Financial Services, and/or Insurance - you speak the buyer's language as a practitioner, not just from a slide deck. Demonstrable ability to lead enterprise architecture conversations, whiteboard solution designs, and scope POCs involving RPA, AI Agents, LLM integration, and enterprise platform integrations (SAP, Salesforce, ServiceNow). Working knowledge of agentic process automation concepts - agent orchestration, human-in-the-loop workflows, document intelligence, and co-pilot patterns. Experience with Automation Anywhere, UiPath, or ServiceNow a strong asset. Proven track record of operating at CXO and SVP level - conducting discovery, presenting business cases, and influencing procurement decisions in complex, multi-stakeholder enterprise sales cycles. Strong commercial acumen: ability to build ROI models, frame value propositions in CFO language, and navigate complex buying committees. Experience with deal values of £250K-£2M ARR preferred. Exceptional written and verbal communication skills; comfortable independently creating polished industry narratives, executive decks, and ROI models - not a slide assembly role. Bachelor's degree in Business, Finance, Technology, or a related field. Advanced degree or professional certifications (CFA, FRM, ACCA, MBA) a strong plus. Preferred Qualifications Prior experience in a pre-sales, solution consulting, or industry advisory role at an enterprise software or consulting firm (Big 4, Tier 1 SI, or SaaS vendor). Hands-on experience with Automation Anywhere A360 / APA, or a directly comparable intelligent automation platform. Familiarity with BFSI regulatory frameworks (Basel III/IV, Solvency II, GDPR, DORA, PSD2) and their operational automation implications. Experience building or contributing to industry vertical content libraries, competitive battle cards, or GTM playbooks. Active LinkedIn presence and existing network in the BFSI community; history of industry event speaking, publication, or analyst engagement. Ready to Revolutionize Work? This is an opportunity to work with a global, passionate team pioneering technology that's redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great. Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics-all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

6 Month FTC (London) M365 Engineer About the Team: We are a newly formed technology function with a clear focus on building modern, high-quality end user services. We are agile, collaborative, and committed to continuous improvement. Team Structure: This role sits within Enterprise Technology, Operations & Service in the Shared Services COE, reporting to the Shared Services Lead and working closely with jurisdiction leadership. This is an opportunity to play a key role in shaping and supporting a modern Microsoft 365 environment in a business with no legacy technical debt. As the M365 Engineer, you will bring specialist knowledge across Microsoft 365 products and administration, helping to improve services, support change, and enhance the end user experience. You will work as part of a small, highly skilled team where you can make a visible impact from day one. Key responsibilities include: Be the Microsoft 365 subject matter expert for Willis Re and its managed service providers Help shape and improve a modern workplace M365 environment with no legacy constraints Lead and support projects such as new services, estate improvements, and office expansion Provide technical guidance and support service escalations Support the onsite team with issue resolution or the business needs when needed About You Skills and Experience: Advanced Microsoft 365 administration skills across core services and applications including, but not limited to Entra, Intune, SharePoint, Exchange, Teams, Cloud PC, Defender, Purview; a Microsoft 365 Administrator certification would be highly advantageous to evidence knowledge Strong understanding of tenant management and end user services Good knowledge of Windows11 Knowledge of iOS devices in a business environment, including mobile device management via Apple Business and Intune Experience supporting change, improvement, and project delivery White gloves style onsite IT support in a financial organisation Previous experience using ServiceNow will be a plus What we are looking for in the candidate Proactive, ambitious, and keen to make an impact Confident working with senior stakeholders and service providers Clear communicator with a practical, hands on mindset Collaborative, accountable, and comfortable in a fast moving environment We provide equal opportunity to all qualified individuals regardless of race, colour, religion, age, gender, gender expression, national origin, veteran status, disability, orientation, or any other legally protected categories. If you have a need that requires accommodation, please email us at .

Job Summary The Technical Support Specialist supports the implementation, operations and maintenance of an effective technology stack focussed on delivering the support needed for the SGB business. Providing support through both ServiceNow and 'at-elbow', and working with other members of the SGB IT Team and 3rd party suppliers, as well as stakeholders in the local business, this role assists in supporting, implementing and maintaining all IT/IS/PLM solutions. Responsibility for the day-to-day operational delivery of the technical solution also resides with the Technical Support Specialist. The Technical Support Specialist is a knowledgeable in most aspects of the Information Technology deployed in the SGB business. Scope of Responsibilities Provide day-to-day operational IT support for business users across: Newport (primary site) Cwmbran (offsite location) Brackley (smaller user base supported remotely) Ensure continuity of IT services ("keeping the lights on") across all supported sites. Manage and resolve: Support tickets Incidents and system failures Service requests (e.g., new PCs, hardware deployment) Contribute to project-related activities when required, although this is a smaller portion of the role. Opportunity to get involved in improvement initiatives beyond BAU support.

Job Purpose To support the Banking 3 rd party IT applications and systems. To fix application and system problems, or any incident that is disrupting the application service that business users depend on. To assist the business in designing and implementing new systems under the direction of the Senior Platform Lead. Key Responsibilities Ensure all incidents and requests are processed within SLA and in line with customer expectations. Ensure problems are identified and managed in line with the ITIL framework. Identify and document technology risks and provide solutions to reduce, mitigate or transfer the risk. Produce and maintain process documentation, knowledge base articles and run books to support compliance with applicable standards such as ISO27001, PCI DSS and legal and regulatory requirements. Perform daily, weekly, monthly checks and maintenance to ensure the health and availability of services. Remediation of vulnerability identified through penetration testing and vulnerability scanning. Develop and implement proactive systems monitoring and alerting. Provide coaching and advice to other areas of IT to help empower and knowledge transfer to other teams. Risk Responsible for managing risks inherent to the role by diligently observing internal policies and procedures. Key Interfaces IT Senior Management Senior Application Specialists - / Application Specialist - Banking Senior Manager Data and Integration Systems Senior Manager, IT Service Delivery Banking Operations Staff Person Specification Knowledge/Experience/Skills: Experience working at a similar level in a Financial Services organisation Good working knowledge of banking platforms and the security and assurance of these platform. Support and monitor critical banking technologies including WebLogic & Oracle Database and other Java and Linux based applications as necessary Interacting with Vendor support for the resolution of issues within prescribed SLA's Good working knowledge of Banking and Payment technologies include Faster Payments, BACS & Swift Working within an ITIL environment Working within an ISO27001 Framework Develop and optimise service availability monitoring and alerting using SolarWinds Writing and executing SQL Queries, Stored Procedures, SSRS reports Configuration and integrations of Single Sign On Solutions (Oracle Identity Federation, Azure Active Director). Strong experience in one of the following areas required: Administration and use of ServiceNow, change, incident, problem, ITAM, ITSM Qualifications Change focus Judgment & Problem Solving Strong Team player, but equally capable in a solo environment Planning & Reviewing Communication & Confidence Benefits Competitive holiday allowance with the ability to buy / sell / rollover up to five days per year Pension via market leading provider 4x Life Assurance Discretionary Bonus Access to a suite of flexible benefits including Cycle to Work Scheme, Gym Scheme, Health Assessment, Season Ticket / Travel loans and Dental insurance as well as other discounts / vouchers Data Privacy and Reasonable adjustments We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice Reasonable adjustments : Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at . Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.

Join OneAdvanced Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. We operate a shared services model aligned with ITIL v4, underpinned by ServiceNow, automation, and generative and agentic AI. Our 24x7 Operations squads are responsible for maintainingthe stability, security, and continuous improvement of customer environments acrosscloud, infrastructure, and modern workplace services. What You Will Do As a Microsoft 365 Specialist (Modern Workplace), you willspecialisein Microsoft 365 and endpoint managementservices. You will support live service operations across multiple customer environments, ensuring that collaboration platforms, identity services, and end-user technologies remain secure, stable, and well governed.You will contribute to incident resolution, proactive service management, and continuous improvement, while developing deeper technical capability across the Microsoft ecosystem and adjacent automation platforms. What you will be doing Provide second-line operational support across Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive and Entra ID. Administer and support Microsoft Intune and endpoint management solutions, including device compliance, configuration profiles, and application deployment. Resolve incidents, fulfil service requests, and implement standard changes in line with defined runbooks and ITIL practices. Monitor service health, security posture, and platform alerts, taking proactive action to prevent incidents and improve stability. Support identity and access management activities, including conditional access, MFA, and role-based access controls. Contribute to patching, policy enforcement, and configuration management across Modern Workplace services. Use ServiceNow effectively to manage work, maintain accurate records, and ensure Configuration Items are correctly updated within the CMDB. Participate fully in shift handovers, maintaining clear and structured communication of risks, actions, and service status. Identify repeat issues, inefficiencies, or gaps in documentation and take ownership of improvement opportunities. Contribute to the development and maintenance of knowledge articles, runbooks, and operational standards. Support and adopt automation practices using PowerShell, Power Platform, or other tooling to reduce manual effort and improve consistency. Collaborate with engineers across infrastructure, network, and security domains to resolve cross-platform issues. What You Will Have Strong working knowledge of Microsoft 365 administration in an operational environment. Experience supporting Intune / Endpoint Manager and Windows device management. Understanding of Entra ID (Azure AD), identity controls, and access governance. Practical experience working within an ITIL-aligned support model (Incident, Change, Problem). Strong troubleshooting capability, with a structured and methodical approach. Experience using ITSM tooling such as ServiceNow. Ability to manage workload effectively in a shared services, multi-customer environment. Clear and concise communication skills, both written and verbal. A disciplined approach to documentation and knowledge sharing. Eligibility for UK Government Security Check (SC) clearance. Desirable skills and experience Experience supporting Microsoft Teams telephony and collaboration services. Exposure to Power Platform (Power Automate, Power Apps) for operational improvement. Scripting or automation experience using PowerShell. Awareness of security frameworks and controls (e.g. conditional access, endpoint security baselines). Experience working in an MSP or shared service environment. Microsoft 365 Certified: Endpoint Administrator Associate. Microsoft 365 Certified: Administrator Expert. Microsoft Certified: Identity and Access Administrator Associate. Please note, applicants must have the legal right to work in the UK at the time of application. What We Do For You Wellbeing that means something 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full pay + 13 weeks half pay 24/7 Employee Assistance Programme for confidential support Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures Income protection: up to 75% salary for 5 years if you ever need it Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt!Fundraise for a cause close to your heart and OneAdvanced will match part of the funding Pennies from Heavendonate the pennies from your pay check to help make a difference without lifting a finger Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover Who We Are At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We're much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. OneAdvanced is one of the UK's largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia. Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software is our IT services, including hosting, managed services, and application modernisation. We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet. Proud to be recognised in the Financial Times' Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that's powering the world of work and making a real difference. Join us and become part of a team that's powering the world of work and making a real difference. Learn more at

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals. About the role: We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop installed and cloud based applications that are critical to our customers' business operations. The role involves delivering 2nd and 3rd line support across multiple customer environments and working closely with third party application vendors, acting as an escalation point and providing 4th-line troubleshooting where required. This is a varied, customer facing role suited to someone who enjoys solving complex technical issues across a Windows estate. Provide 2nd and 3rd line application support across multiple customer environments. Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off the shelf and bespoke solutions. Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. Manage and liaise with third party software vendors to drive issue resolution, patching, and root cause analysis. Act as an escalation point for complex troubleshooting initiatives, including 4th line vendor engagement. Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. Assist with the deployment, configuration, and enhancement of new applications and features. Create and maintain knowledge base articles and technical documentation. Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end to end service delivery. Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. Maintain accurate and up to date records within the ITSM tool (e.g. ServiceNow). Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi customer environment. Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate. Current experience managing application vendors during complex troubleshooting and escalation scenarios. Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components. Experience managing and troubleshooting external API calls, integrations, and data feeds between applications. Solid understanding of ITIL principles and service management processes. Strong troubleshooting, diagnostic, and problem solving skills. Excellent communication and interpersonal skills, able to work effectively with both technical and non technical stakeholders. Ability to manage multiple priorities in a fast paced environment. Exposure to Microsoft Power Platform (Power Apps, Power Automate). Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems. Experience using ITSM tools such as ServiceNow. Knowledge of SQL or database driven applications. Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting. Strong customer focused mindset with a drive for service excellence. At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package: Personalised Career Development:We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. Flexible working:Flexible work arrangements to support your work life balance. We can't promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can. A Fantastic Benefits Package:This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well being, and insurance schemes, an employee assistance programme, discounted cash plan and more At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

12 Months Fixed Term Contract. 24/7 shift rota (days, nights, weekends and Bank Holidays) - Based in Middlesbrough. Role Overview Indra has been appointed by Transport for London (TfL) to operate, develop, enhance and evolve the revenue collection services that keep London moving. This includes ticketing, gating, validation and payment systems across the Underground, rail, bus, tram and river networks. As a Service Desk Agent, you will be the first point of contact for incidents and service requests affecting London's revenue collection systems, from station gates and ticket machines to retail and payment services. You will work from our new Global Operations Centre, answer calls and emails from TfL staff and operational partners, log and classify incidents, resolve issues at first contact, and route the rest to specialist teams. Full training is provided, and you will only handle the service lines you are trained for. Key Responsibilities Answer inbound calls and emails as the single point of contact for TfL revenue collection services on a 24/7 shift rota. Identify and verify callers, then log, classify and prioritise incidents and service requests accurately in the ITSM platform (IBM Maximo). Resolve incidents at first contact where possible using knowledge base articles, known error records and standard procedures. Route incidents that cannot be resolved at Level 1 to the correct resolver group promptly and with complete, high-quality ticket information. Fulfil standard Level 1 service requests and information queries. Follow escalation and major incident procedures, keeping your Team Leader informed of urgent or unusual situations. Apply correct wrap up codes and keep tickets updated throughout their lifecycle. Flag knowledge base gaps and contribute to improving articles and procedures. Complete the structured training and certification programme and maintain certification across assigned service lines. Qualifications Experience in a customer service, help desk, service desk or contact centre role (or a strong aptitude for such roles - candidates from retail, hospitality or transport backgrounds are welcome). Confident, clear and professional telephone manner; good written English. Good general IT literacy and ability to learn new systems quickly - full training on all specialist tools is provided. Accuracy and attention to detail when logging and classifying information. Calm and methodical under pressure, with a genuine customer service orientation. Reliability and flexibility to work a rotating 24/7 shift pattern, including nights, weekends and Bank Holidays. Right to work in the United Kingdom. Desirable Skills Experience with an ITSM/ticketing tool (e.g. IBM Maximo, ServiceNow, Remedy). ITIL 4 Foundation certification or familiarity with ITIL concepts. Experience with contact centre telephony (e.g. Genesys). Interest in or knowledge of London's transport network. Benefits Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days). Pension - 4% employee and 4% employer. Employee assistance programmes. Charitable initiatives. Social events (formal & informal). Learning and development programmes. Innovative & collaborative work environment. Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.

ServiceNow Administrator Location: Manchester | Working Pattern: Hybrid (2 days per week onsite) | Salary: £45,000 - £50,000 | Benefits: Comprehensive package An exciting opportunity has arisen for a skilled ServiceNow Administrator to join a large, international professional services organisation. This role will play a key part in supporting and enhancing a growing ServiceNow environment, helping to drive both ongoing operational excellence and wider platform development initiatives. Working within a collaborative and forward thinking technology team, you will take ownership of the administration, configuration, optimisation and support of the ServiceNow platform while engaging with stakeholders across the business. Company Overview Our client is a well established international organisation with a strong reputation for delivering high quality professional services across multiple regions. The business invests heavily in technology, innovation and employee development, offering excellent long term career opportunities. Why Join Opportunity to support and develop a business critical ServiceNow platform Exposure to large scale technology projects and transformation initiatives Collaborative environment with excellent career development prospects Flexible and modern approach to hybrid working Responsibilities Administer, maintain and optimise the ServiceNow platform, ensuring stability, security and performance Act as a trusted ServiceNow SME, promoting adoption and best practice across the business Configure and enhance key modules including Incident, Problem, Change, Service Request, Knowledge, Service Catalogue and CMDB Manage users, groups, permissions and data quality across the platform Investigate and resolve platform issues, escalating where appropriate to external support partners Support integrations between ServiceNow and third party applications Coordinate platform upgrades, releases and change activities Produce and maintain technical documentation, workflows and operational procedures Create reports, dashboards, notifications and user communications while supporting training initiatives Requirements Proven experience administering and configuring ServiceNow environments Strong understanding of ServiceNow platform capabilities and best practices Experience working with modules such as ITSM and other enterprise workflows Excellent troubleshooting, analytical and problem-solving skills Solid understanding of IT service management principles and ITIL frameworks Ability to communicate effectively with technical and non-technical stakeholders Self-motivated with strong organisational and prioritisation skills Desirable Experience Exposure to ServiceNow areas such as IT Operations, HR, Workplace Services or Legal Service Delivery Experience supporting a ServiceNow greenfield implementation or major platform rollout ServiceNow certifications such as Certified System Administrator or Implementation Specialist ITIL Foundation certification Experience within a professional services, legal or regulated environment This is an excellent opportunity for a ServiceNow Administrator seeking a role within a global organisation where technology plays a central role in business success. We welcome applicants from all backgrounds. Our client is an equal opportunities employer. At Xpertise, we keep things human. Your application will always be reviewed by a real person. We do not rely on AI or automated screening tools. Every candidate receives fair, considered attention from our team. Right to work in the UK is required for this role.

Introduction At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors. You'll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high profile programmes that stretch your skills and accelerate your growth. We invest heavily in you supporting continuous learning, in demand skills development, and long term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique. We offer: Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice. Your role and responsibilities IBM is seeking an experienced ServiceNow Developer with strong consulting skills to support projects within secure Public Sector and Defence environments. This role will focus on delivering expert ServiceNow development, configuration, and strategic advisory services, while working closely with clients to deliver secure and effective digital solutions. As a trusted consultant, you will play a key role in driving successful ServiceNow implementations, building strong stakeholder relationships, and helping organisations maximise the value of their IT service management capabilities in highly secure environments. Responsibilities Lead the development of tailored ServiceNow strategies, balancing value, effort, and alignment with ITIL best practices Provide technical expertise across ServiceNow development, configuration, and maintenance Prepare cost-benefit analyses and contribute to solution design, including effort estimation and costing Configure and support ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), Incident, Problem, Change, and Release Management Deliver client training and ongoing support to ensure successful adoption of the ServiceNow platform Collaborate with internal teams, stakeholders, and external partners to coordinate the deployment of secure ServiceNow solutions Work effectively within secure Public Sector or Defence environments, adhering to governance and security requirements Required technical and professional expertise ServiceNow Certified Architect, Certified System Administrator, or other relevant ServiceNow certifications are highly desirable Strong hands on experience in ServiceNow development, administration, configuration, and platform architecture Proven expertise in designing, developing, and customising ServiceNow solutions within complex enterprise environments Extensive technical knowledge across key ServiceNow capabilities including ITSM, ITOM, IRM, and HRSD Experience implementing scalable ServiceNow architectures, platform integrations, workflows, and automation aligned to best practices Strong understanding of ServiceNow platform governance, security, and operational support Demonstrated ability to lead technical solution design, platform enhancements, and continuous improvement initiatives Ability to work independently while managing multiple technical deliverables and project priorities Strong stakeholder engagement and communication skills, with the ability to work collaboratively across technical and non technical teams This role is subject to pre employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). Additional National Security Vetting (NSV) requirements may apply, including eligibility for Security Check (SC) or Developed Vetting (DV) clearance. Preferred technical and professional experience Technical Skills & Experience Strong ServiceNow development and consulting experience, including platform configuration, custom application development, scripting, integrations, and workflow automation Experience designing and delivering ServiceNow solutions aligned to business and operational requirements within enterprise environments Knowledge of ServiceNow integrations and supporting web technologies including REST/SOAP APIs, XML, HTML, JSON, and web services Understanding of technical infrastructure and security components relevant to ServiceNow deployments, including LDAP, SSL, SSO, VPN, and identity management integrations Experience working within Agile and Scrum delivery environments, collaborating closely with technical teams, stakeholders, and end users Familiarity with DevOps practices, CI/CD pipelines, automated deployment approaches, and ServiceNow development lifecycle management Understanding of cloud hosted enterprise environments and platforms such as AWS, Microsoft Azure, and Google Cloud Platform, particularly in relation to ServiceNow deployments and integrations Ability to provide technical consulting, platform guidance, and best practice recommendations across ServiceNow development and administration activities Desirable ServiceNow Certifications ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) ServiceNow Certified Implementation Specialist (CIS) - ITSM ServiceNow Certified Technical Architect (CTA) ServiceNow Certified Master Architect (CMA) IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.