IT Service Assurance Manager EAME
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
We are looking for an IT Support Program Leader to own the end-to-end execution stability and scale of the NextGen IT Support model ensuring a smooth global transition reliable service delivery and sustained trust during transformation.
This role is accountable for making the new support model work in practice.
Responsibilities/accountabilities will also include;
- NextGen Support Model Delivery
- Lead execution of the global IT support transformation
- Ensure remote and on-site support models are implemented as designed
- Own transition planning sequencing and risk mitigation
- Operational Ownership & Vendor Delivery
- Primary operational interface with TCS for IT Support services
- Translate contractual commitments into day-to-day delivery
- Monitor performance manage escalations and drive continuous improvement
- Escalate strategically not reactively
- Regional Engagement & Trust
- Act as the consistent point of contact for regional IT leads
- Absorb feedback separate risk from resistance and close loops
- Ensure regional realities inform execution without derailing the model
- Service Stability During Change
- Maintain service continuity while new capabilities roll out
- Protect SLAs user experience and operational confidence
- Ensure incidents requests and escalations are handled cleanly
Qualifications and required experience
- Bachelors degree in Computer Science Information Technology or related field; Masters degree preferred
- Solid experience in IT Service Management with exposure a leadership role managing large-scale support operations
- Proven track record of successfully managing vendor transitions and relationships particularly with major IT service providers
- Experience in implementing and managing global support models preferably in organizations with 10000 users
- Strong background in ITIL framework with relevant certifications (ITIL v4 Foundation minimum)
- Demonstrated experience in digital transformation projects including implementation of AI-driven solutions and digital experience management tools
- Track record of maintaining service stability during major organizational changes while meeting SLAs and KPIs
- Change management expertise and strong stakeholder management abilities
- Experience with remote support delivery models and working in a matrix organisation is desired
- Knowledge of AI and automation in IT support is desired
Additional Information :
What we offer
- Extensive benefits package including a generous pension scheme bonus scheme private medical & life insurance.
- Flexible working dependent on role requirements
- Up to 31.5 days annual holiday.
- We offer a position which contributes to valuable and impactful work in a stimulating and international environment.
- Learning culture and wide range of training options.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
To help feed 10 billion people while reducing emissions and improve biodiversity. This is our mission as the global agriculture technology leader. With 59,000 employees in more than 100 countries and hundreds of thousands of agricultural partners worldwide, we are committed to transfo ... View more
