Fixed Term Contract, Full Time
Ashford, United Kingdom
Posted 1 month ago

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Job Description:

 The Transformation Head role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization’s transformation growth of systems, infrastructure and end user support model. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business. Critical for success is the ability to oversee the tools, technology, process and people transformation, while keeping customer and user experience at it’s core.

Responsibilities

  • Lead the design of automation model leveraging endpoint tooling data, implementing best practices, optimizing business processes, creating new operating models, and training end-users to foster cultural change.
  • Implement global workplace transformation solutions through a blend of analytical solutions and problem management processes to proactively monitor and initiate problem resolutions.
  • Deploy AV (Audio/Video) Operating Model globally using innovative solutions and AR/VR capabilities to facilitate smart hand and support models, resulting in increased incident resolution, improved FCR, and reduced MTTR.
  • Emphasize Shift Left, self-help, and proactive/predictive resolutions using tools and technology.
  • Operationalize a self-healing/self-servicing digital solution utilizing RPA to empower employees in resolving most system and application issues independently.
  • Establish a council to drive automation, remotisation, and standardization adoption.
  • Mentor teams as per project requirements on technical tools, operational processes, and procedures.
  • Identify improvement areas and implement measures to enhance customer satisfaction levels.
  • Define new processes and procedures for operations, with strong knowledge of ITIL V-3 and experience in IT and Security certifications like ISO 20/27K Certifications.
  • Manage 3rd party vendors and negotiate contracts effectively.
  • Cultivate strong relationships with customers and stakeholders to ensure high satisfaction levels.
  • Act as a liaison between business leaders and senior management to oversee program/project budgets at a strategic level.
  • Govern the overall Tools Deployment function, including technical project management, coordination, and leading discussions with internal IT executives, SMEs, and end-users.
  • Own and oversee security reviews, system testing, UAT, deployment, and post-deployment hyper-care activities.
  • Drive governance from project initiation to completion, including milestone tracking, effort mapping, and RAID log management.
  • Develop and maintain tool-specific templates, including SOWs, project scopes, benefits, dependencies, and resource requirements.
  • Collaborate with stakeholders for project planning, execution, and transitions.
  • Ensure project deliverables, timelines, and costs are met.
  • Collaborate with product management teams on solution definition, proposal/SOW review, and solution walkthrough.
  • Develop and update artifacts for security compliance reviews and ensure compliance with customer requirements.
  • Conduct formalized User Acceptance Testing sessions and address technical design remediation as needed.
  • Review ongoing deployment progress and ensure alignment with program timelines.
  • Facilitate successful handover to operations/steady team post-deployment hyper-care.
  • Create custom dashboards, reports, and presentations for executive reviews.
  • Coordinate resolution of technical escalations associated with deployed products and collaborate with Architects and SMEs.
  • Continuously enhance own skills and knowledge to handle additional/new tools.
  • Mentor, train, and coach new team members regularly.

Skills and Abilities:

  • The Transformation Head profile entails senior-level responsibility for managing end-to-end IT transformations.
  • Possess working knowledge and understanding of the Systrack tool.
  • Ability to effectively interact with CIOs and Infrastructure directors.
  • Demonstrate comprehension of the ITIL framework.
  • Preferably possess 10+ years of industry experience.
  • Possess a minimum of 8+ years of experience in End-User Computing (EUC).
  • Exhibit strong leadership, interpersonal, and customer relationship skills, with a drive to initiate action both within and outside the system.

Education / Expertise:

  • Hold a degree in Computer Science, Engineering, Information Technology, or equivalent.
  • Possess a minimum of 10 years of IT End-User Computing (EUC) experience.
  • Demonstrate successful experience in unit-based application planning and development, project management, and policy development.
  • Exhibit excellent analytical, planning, project management, problem-solving, negotiation, and organizational skills.
  • Possess in-depth knowledge of product life cycles, tools, processes, and operations planning.
  • Demonstrate excellent customer service capabilities and attitude.

Additional Requirements: Ability to travel as needed, sometimes up to 10% of the time.

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.uk@axiomtechnologies.com

Job Features

Job Category

Technical

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