People Power for an Autonomous Age

As a Service Desk Manager, you will play a central role in establishing and leading newly created in-house IT Service Desk. Tasked with building a high-performing support function from the ground up, you’ll take ownership of day-to-day service operations while working closely with the Head of Service Delivery and the IT Solutions Architect to shape the long-term direction of IT support delivery. Working collaboratively with your team of support engineers across multiple support tiers, you’ll foster a positive and high-accountability culture that puts people and performance at the centre of service delivery. Key Responsibilities: Service Operations & Delivery • Oversee daily operations of the Service Desk, ensuring SLAs and KPIs are consistently met • Manage workload distribution and prioritisation of incidents, service requests, and escalations • Act as the primary point of escalation for high-priority or complex support issues • Support and align with the other IT Streams – Security, Projects, Data, and Integration. Process Development & Improvement • Establish and refine ITIL-aligned service management processes, including incident, problem, and change management • Drive continuous improvement initiatives based on service metrics, feedback, and root cause analysis • Support the development and maintenance of knowledge base articles and documentation Stakeholder Engagement & Reporting • Liaise with internal stakeholders to ensure service alignment with business needs • Produce regular reports on service performance, trends, and improvement plans • Represent the Service Desk in broader IT planning and strategy discussions Technology & Tooling Oversight • Ensure effective use of ITSM tools and platforms to support ticket management and reporting • Recommend and support the implementation of tools that improve efficiency and user experience People Management and Development • Team Development & Performance: Support, coach, and develop Service Desk staff to enhance technical skills, service delivery capability, and professional growth. Set clear performance expectations, provide constructive feedback, and promote individual accountability. • Collaboration & Conflict Resolution: Foster a supportive and collaborative team environment. Address any challenges with transparency • , fairness, and empathy to maintain a healthy team dynamic. • Engagement & Wellbeing: Promote a positive and inclusive team culture by recognising achievements, supporting work-life balance, and championing wellbeing initiatives. • Inclusive Environment: Create a team culture where diversity is respected, contributions are valued, and all colleagues feel empowered to contribute their best work. • Talent & Career Growth: Assist with recruitment, onboarding, and succession planning. Provide opportunities for learning, certifications, and progression within the IT function. Compliance & Risk Management • IT Compliance & Risk Awareness: Ensure that all Service Desk operations adhere to relevant internal policies and external regulations (e.g., GDPR, information security policies). • Issue Escalation & Reporting: Act as an escalation point for service and risk-related incidents, ensuring timely and appropriate resolution in line with risk management protocols. • Training & Knowledge Sharing: Keep the team informed of changes in compliance requirements and security best practices. Encourage participation in training to foster awareness and accountability. Operational Efficiency • Service Process Optimisation: Continually review and improve Service Desk processes to enhance efficiency, reduce resolution times, and align with ITIL best practices. • Resource & Cost Management: Monitor team workload, tool usage, and support resources to ensure optimal service delivery within budgetary constraints. • Tooling & Automation: Identify opportunities to streamline support through automation and better use of ITSM platforms and integrations. Continuous Improvement • Service Performance & Metrics: Analyse service data and user feedback to identify trends, service gaps, and opportunities for improvement. Adjust processes or training as needed to enhance outcomes. • Innovation & Best Practices: Stay up to date with industry developments in IT service management. Champion new ideas, tools, and practices that improve service quality and team effectiveness. Essential: • Proven experience in a Service Delivery Manager, Service Desk Manager, or IT Operations leadership role • Demonstrable experience building, managing, and developing support teams within an ‘ITIL and best practice’ based service environments • Strong understanding of IT service management frameworks (particularly Incident, Problem, and Change Management) • Experience overseeing ITSM tools (e.g. ServiceDeskPlus, ServiceNow, Freshservice • Ability to manage SLAs, KPIs, and service performance reporting effectively • Track record of driving service improvements through analysis, feedback, and root cause identification • Strong interpersonal and stakeholder management skills, with the ability to communicate effectively at all levels • Experience handling escalations and working across departments to resolve complex IT issues Desirable: • ITIL Foundation certification (or higher) • Experience establishing or restructuring a service desk or IT support function • Understanding of cloud-based environments (e.g. Microsoft 365, Azure) • Exposure to compliance, governance, and risk frameworks (e.g. GDPR, ISO 27001) • Familiarity with automation tools or scripting that enhance service desk workflows • Previous experience in a hybrid infrastructure or multi-site organisation • Experience developing a Service Desk function

Who are we? Every day, over a million inspectors manually assess infrastructure, factories, and goods using processes that haven’t evolved in decades. The result? Delays, errors, and billions in losses. We’re using AI to change that - building a future where inspections are instant, precise, and fully automated. We work with some of the largest Testing, Inspection, and Certification (TIC) companies globally increasing inspection throughput. About this role We’re scaling fast, with major enterprise rollouts underway and a growing pipeline of global clients. Now, we’re looking for a Forward Deployed Engineer to join our team and help us deliver transformative AI-powered solutions to enterprises. This is not a standard engineering or consulting role. As the first hire in our deployment team, you’ll be at the intersection of product, engineering, and customer success. You’ll work directly with enterprise clients, helping them implement and scale our AI-powered platform to solve critical operational challenges. You’ll also identify opportunities to improve and enrich our product, ensuring it delivers maximum value to our customers. Why Join Us? • Own outcomes - You’ll be one of the first hires in our deployment team, with the opportunity to shape its future and grow into a leadership role. • Fast growth - We’re scaling rapidly, and you’ll be a key part of our journey. • High ownership - You’ll have autonomy and responsibility from day one. • High impact - Solve problems that matter, our customers say our product is a 'life-saver', and that they 'didn't know what I was doing before'. • Travel - Visit client sites across the UK, Europe, China and beyond to work face to face with our users and make things happen. What You’ll Do: • Work closely with enterprise clients to unblock implementation and change management, ensuring successful onboarding and rollout. • Act as a bridge between clients and our product/engineering teams, feeding insights into the roadmap to ensure we’re solving the right problems with AI. • Spin up demos or prototypes to keep conversations moving with clients. • Own the end-to-end process of scaling our product within client organisations, from initial trials to full deployment. • Travel on-site to meet stakeholders, see the product in action, and identify opportunities for improvement. Meeting inspectors at the largest ammonia plant in Europe or visiting manufacturing plants that account for 4% of the UK’s GDP Who you are: • You thrive in enterprise environments and know how to navigate complex organisations to drive change. • You’re comfortable working being customer facing, managing stakeholders, and solving problems in real time. • You act with high agency and can figure out the 20% that will drive 80% of the results. • You’re willing to get in the weeds, whether that’s travelling to client sites, running workshops, or troubleshooting issues on the ground. Bonus Points If You Have: • Past experience in early-stage startups • Proven that you can make changes happen in large organisations • Background in enterprise SaaS, or industrial processes. • Technical skills in our stack (Typescript, NextJS, NestJS, Python) • Familiarity with AI/ML products for large-scale enterprises Compensation + Benefits • £80,000 - £120,000 + equity • Visa sponsorship available - We welcome top talent globally and will support the visa process. Please let us know when you apply. • Dinners + lunch on Fridays paid for