Overview

The role resides within the Global Technology Operations team, delivering support for an integrated platform providing Digital, Sales, Finance and Marketing solutions. The Functional IT Service Lead oversees and delivers our new Functional IT Service to internal customers, leading a team of functional experts to ensure IT services are delivered in alignment with business needs, with effective incident management, service requests and project delivery for the functional area. You will be the custodian of functional requests for services in scope, ensuring business commitments are maintained. This hybrid role serves as a primary escalation point for internal customers and Functional Support Specialists and provides guidance to Technical Support Teams as needed.Responsibilities

Lead and manage the functional IT service for assigned applications/technologies, ensuring SLAs, KPIs, and XLAs are met or exceeded.Collaborate with business stakeholders to understand needs and align IT services with business objectives.Oversee day-to-day operations of functional IT services.Engage in complex troubleshooting for applications, including root cause analysis and remediation.Initiate corrective actions to ensure connectivity and minimize downtime.Collaborate with internal teams, third-party vendors, partners, and suppliers.Manage documentation and standard operating procedures (SOPs).Oversee the setup and configuration of new features.Work closely with cross-functional teams to ensure seamless integration and delivery of IT solutions.Demonstrate strong interpersonal, communication, and presentation skills for a diverse audience, including senior and executive management.Act as a trusted advisor to executive leadership and maintain relationships with business leaders to understand functional needs and align IT solutions.Identify and mitigate risks to IT services, including system failures, security vulnerabilities, and compliance issues.Participate in and respond to audits and compliance inquiries; ensure compliance with internal policies, external regulations, and industry best practices.Foster relationships with external service providers to ensure smooth operations.Forecast budget needs and provide recommendations for future purchases; identify opportunities for cost savings.Provide regular service and performance reports to stakeholders; manage demand and capacity; provide recommendations for efficiency improvements; maintain accurate service documentation.Lead a team of functional coordinators and analysts, providing coaching, training, and mentoring; organize and allocate resources for support, maintenance, and improvement tasks; encourage open communication and knowledge sharing across teams.Serve as the central point of contact for GTech Operations Functional IT Services and collaborate with internal teams, partners, and third-party vendors.Qualifications

Expertise in IT service management, with experience in functional service management.Good experience managing cross-functional teams and working with business stakeholders.Strong understanding of ITIL principles and practices.Solid understanding of service management platforms and tools (e.g., ServiceNow, Jira).Exposure to development toolsets.Advanced knowledge of multi-platform environments and data flows.Experience in environment and system configuration and testing.Ability to manage functional services in various application technologies (cloud/SaaS/on-prem/legacy).Key Competencies

Leadership: Ability to lead teams, influence stakeholders, and make decisions in a dynamic environment.Business Acumen: Understanding the business impact of IT services and solutions.Communication: Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical stakeholders.Customer Focus: Commitment to delivering high-quality services that meet the needs of internal and external customers.Benefits

Working flexible hours to suit productivity and personal needs.Generous holiday allowance with the option to buy additional days.Health screening, eye care vouchers and private medical benefits.Wellbeing programs, life assurance, and access to a competitive contributory pension scheme.Save As You Earn share option scheme, travel season ticket loan, and Electric Vehicle Scheme.Optional Dental Insurance; maternity, paternity and shared parental leave.Employee Assistance Programme; access to emergency care for family; RECARES days to support charities and causes.Access to employee resource groups with dedicated time to volunteer; extensive learning and development resources.Perks at Work for employee discounts.

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