Functional IT Service LeadAre you passionate about delivering exceptional customer service?

Do you enjoy working in a global, multiplatform environment with engagement with internal teams and suppliers?

About our TeamThe role resides within the Global Technology Operations team, where you will be part of a wider team delivering support for our integrated platform, providing Digital, Sales, Finance and Marketing solutions. Collaboratively, the team drives continuous operational improvements and an excellent customer experience.

About the RoleThe Functional IT Service Lead role is a key role overseeing and delivering our new Functional IT Service to our internal Customers. The role involves leading a team of functional experts to ensure that IT services are delivered in alignment with business needs, ensuring effective incident management, service requests, and project delivery for the functional area. You will be the custodian of functional requests for services in scope, whilst ensuring business commitments are maintained.

This hybrid role also serves as a primary escalation point for our Internal Customers, Functional Support Specialists and will provide guidance to our Technical Support Teams as needed.

Key Responsibilities

Leading and managing the functional IT service for assigned applications/technologies, ensuring SLAs, KPIs, and XLAs are met or exceeded.

Collaborating with business stakeholders to understand their needs and align IT services with business objectives.

Overseeing day-to-day operations of functional IT services.

Engaging in complex troubleshooting for applications, including root cause analysis and remediation.

Initiating corrective actions to ensure connectivity and minimize downtime.

Collaborating with internal teams, third-party vendors, partners, and suppliers.

Managing documentation and standard operating procedures (SOPs).

Overseeing the setup and configuration of new features.

Working closely with cross-functional teams to ensure seamless integration and delivery of IT solutions.

Customer Engagement

Demonstrate strong interpersonal, communication, and presentation skills for a diverse audience, including senior and executive management.

Act as a trusted advisor to executive leadership.

Maintain strong relationships with business leaders to understand functional needs and align IT solutions.

Compliance and Risk Management

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.

Vendor and Contract Management

Foster relationships with external service providers to ensure smooth operations.

Cost Optimization

Identify opportunities for cost savings.

Forecast budget needs and provide recommendations for future purchases.

Reporting and Documentation

Provide regular service and performance reports to stakeholders.

Manage demand and capacity.

Provide recommendations for efficiency improvements.

Maintain accurate and up-to-date service documentation.

Leadership and Collaboration

Lead a team of functional coordinators and analysts, providing coaching, training, and mentoring.

Motivate and guide the team towards achieving organizational objectives.

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.

Collaborate with internal teams, partners, and third-party vendors.

Key Requirements

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 multiplatform 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.

Why Join Us?Join our team and contribute to a culture of innovation, collaboration, and excellence. If you are ready to advance your career and make a significant impact, we encourage you to apply.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for youWe know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Generous holiday allowance with the option to buy additional days

Health screening, eye care vouchers and private medical benefits

Wellbeing programs

Life assurance

Access to a competitive contributory pension scheme

Save As You Earn share option scheme

Travel Season ticket loan

Electric Vehicle Scheme

Optional Dental Insurance

Maternity, paternity and shared parental leave

Employee Assistance Programme

Access to emergency care for both the elderly and children

RECARES days, giving you time to support the charities and causes that matter to you

Access to employee resource groups with dedicated time to volunteer

Access to extensive learning and development resources

Access to employee discounts scheme via Perks at Work

About the BusinessRX is a global leader in events and exhibitions, leveraging industry expertise, data, and technology to build businesses for individuals, communities, and organisations. With a presence in 25 countries across 42 industry sectors, RX hosts approximately 350 events annually. RX is committed to creating an inclusive work environment for all our people. RX empowers businesses to thrive by leveraging data-driven insights and digital solutions. RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. For more information, visit www.rxglobal.com.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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