Functional IT Service Lead

RX; Richmond; Hybrid; GBP 45,000 - 75,000; Full time

Job description

Functional IT Service Lead

Are you passionate about delivering excellent Customer Service?

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

About Our Team :

The 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, & Marketing solutions. Collaboratively, the team drives continuous operational improvements & an excellent customer experience.

About the Role:

The Functional IT Service Lead role is a key role overseeing & 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 while ensuring business commitments are maintained.

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

Key Responsibilities:

Support & Service Management:

• 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.
• Initiate 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 well-being 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 you
We 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
• 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 Business
RX 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.

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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK, or please contact 1-855-833-5120.

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