As the Modern Workplace Lead, you will be the principal consultant guiding our clients through the complexities of modern IT operations in an ITIL-driven managed service environment. Your expertise in Microsoft 365 and modern workplace technologies will be instrumental as you partner with a leading Modern Workplace service provider. You will ensure excellence in service delivery and drive digital transformation initiatives leading a team of Microsoft 365 support consultants and working alongside architectural functions from multiple specialist technical teams as a Modern Workplace Lead.
Key Responsibilities:
- Serve as the strategic lead consultant for modern workplace solutions, advising clients on best practices for Microsoft 365 adoption, optimisation, and integration within ITIL-based service frameworks.
- Act as the primary point of contact between the organisation, the Modern Workplace partner, and key stakeholders to ensure seamless collaboration and service excellence.
- Design, implement, and continuously improve ITIL-aligned processes (incident, problem, change, asset, and configuration management) for end-user computing environments.
- Collaborate with multiple teams of experts on workplace technology transformation projects, driving user adoption, change management, and ongoing training initiatives.
- Ensure security, compliance, and data protection standards are consistently maintained across all modern workplace technologies and devices.
- Monitor service performance, conduct root cause analysis, and implement continual service improvements based on ITIL metrics and user feedback.
- Stay abreast of industry trends and emerging Microsoft 365 and device management technologies, recommending and piloting innovative solutions.