lavori da Rpa in località Regno Unito

Sophos

Other

Yes

9e70b1f1af71

8

02.04.2025

17.05.2025

Role Summary

The Experience Transformation Manager will be responsible for delivering transformation initiatives across the business in support of achieving an enhanced user experience. You will assess tools, processes, suppliers, and teams to identify best in class service improvement opportunities to reduce resolution times, increase self-service adoption, reduce hand-offs and identify next generation AI solutions to support our business success.

You will have direct people management responsibilities for a varied, global team of professionals representing the IT Service Management function, and will drive a continual improvement culture and mindset. You will own our service improvement plans within the IT Services business, delivering targeted campaigns to optimise our processes and costs and be a trusted voice of our users to drive an enhanced experience, collaborating across our wider business areas.

1. Lead a team of IT support professionals responsible for varied services covering the end to end service management process.
2. Drive change transformation programs including process design, communication and end user adoption/cultural change initiatives.
3. Lead incident, problem and change improvements and operational efficiencies.
4. Own knowledge management enhancements, identifying gaps, building learning plans and communication within the business.
5. Own relationships with internal and external stakeholders, representing the IT service.
6. Analyse organisational processes and procedures, developing process enhancement strategies.
7. Collaborate with platform and product owners to streamline access, utilisation, and simplify the user journey.
8. Identify and build experience aligned measures and communicate within the business.
9. Create and manage datasets, identifying actionable insights and owning implementation of enhancements.
10. Work with suppliers to identify and implement enhanced services and offerings.
11. Streamline our IT offerings, aligned to modern, proactive support channels.
12. Collaboration with engineering and automation teams, focused on driving an improved end to end experience.
13. Support and input to our IT strategy.

1. Leading service focused teams and functions.
2. Strong knowledge and foundation within ITSM.
3. People management of local and global teams including managing differing cultures.
4. Project management experience.
5. Organisational change management experience.
6. ITIL Foundation certified.
7. SLA and KPI management and the relationship to the user experience.
8. Automation platforms including Power Platform, RPA and ITSM integration.
9. Process ownership and improvement.
10. Management of the end user journey and IT contact channel improvements.
11. Implementation and management of chat bots. Microsoft Power VA preferred.

1. Experience level agreement implementation.
2. Power BI understanding and experience.
3. ITSM tools; Jira, ServiceNow, Freshservice or others.
4. Asset Management experience.
5. Automation planning and implementation across IT service orgs.

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.
• Employee-led diversity and inclusion networks that build community and provide education and advocacy.
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
• Global employee sustainability initiatives to reduce our environmental footprint.
• Global fitness and trivia competitions to keep our bodies and minds sharp.
• Global wellbeing days for employees to relax and recharge.
• Monthly wellbeing webinars and training to support employee health and wellbeing.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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Created on 02/04/2025 by TN United Kingdom