IT Service Operations & Digital Workplace Lead

Gleeson Recruitment Group are supporting an industry leading organisation within the scientific research sector in the search for an IT Service & Digital Workplace Lead to join their growing technology leadership function during a major period of transformation and investment.

This is a rare opportunity to join a purpose driven organisation making a genuine real world impact.

As part of a newly evolving technology leadership team, the IT Service & Digital Workplace Lead will play a critical role in modernising IT service operations, improving digital employee experience, and helping shape the future technology landscape across the organisation.

This role is ideal for someone who combines strong people leadership with a passion for service transformation, modern workplace technologies, and customer experience.

The Opportunity

Reporting directly to the CTO, you will lead and develop a multi-site IT Service Operations and Digital Workplace team, driving service maturity, continuous improvement, stakeholder engagement and adoption of modern workplace technologies.

You will operate as both a strategic enabler and operational leader, helping to build a visible, customer-focused technology function that supports collaboration, productivity, and innovation across the wider organisation.

This role will also play a key part in several major transformation initiatives, including:

• Modern workplace and EUC evolution
• Entra ID and cloud transformation
• Service maturity and automation initiatives
• Digital employee experience improvements
• Technology input into a major office relocation project
• Service optimisation and future scalability planning

Key Responsibilities

• Lead and develop the IT Service Operations and Digital Workplace function across multiple sites
• Drive service maturity, ITSM best practice, and continuous improvement initiatives
• Build trust and confidence in technology services across the business
• Manage and develop a team of technical support and application specialists
• Partner with senior stakeholders across Technology and the wider organisation
• Oversee end-user computing, workplace technology, service delivery, and supplier management
• Identify opportunities for automation, self-service, and AI-driven improvements
• Support the ongoing evolution of Microsoft 365 and cloud-based technologies
• Contribute to strategic technology planning and roadmap development
• Collaborate with leadership teams on transformation and business improvement initiatives

About You

We are looking for a confident and forward thinking technology leader who can operate effectively across both strategic and operational environments.

You will likely bring experience within:

• Digital Workplace / End User Computing (EUC)
• IT Service Operations / Service Delivery
• ITSM and service maturity programmes
• Microsoft 365 environments
• Technology transformation and continuous improvement initiatives

You will also demonstrate:

• Strong people leadership and team development capability
• Excellent stakeholder management and communication skills
• The confidence to influence at leadership and board level
• A customer-focused and service-led mindset
• Experience improving IT processes, standards, and operational maturity
• A passion for innovation, modern technologies, and continuous improvement

Experience with technologies and environments such as:

• Microsoft 365
• Entra ID / Hybrid Identity
• Azure
• ITSM platforms (Freshdesk, ServiceNow or similar)
• Automation and modern workplace tooling

ITIL certification or equivalent service management experience would be advantageous.

What's On Offer

• Opportunity to work within a highly meaningful and purpose led environment
• Significant transformation and investment across Technology
• Highly visible leadership role with genuine influence
• Collaborative and mission driven culture
• Hybrid working environment
• Competitive salary, bonus, and benefits package

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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