IT Workplace Management Lead

London (Hybrid working)

Full time

Unlock your curiosity at Tate & Lyle

Tate & Lyle is on a journey of change, inspired by our purpose of Transforming Lives through the Science of Food. Today, we are a global leader in sweetening, texture and fortification products that remove calories and add fibre. Customers use our innovations to create healthier, tastier food and drink for billions of consumers. Across the world, we are unlocking the curiosity and courage in our people – to foster a truly experimental culture and create a tech-enabled, more agile, risk-ready operation. Join us to play your part in growing our business and its positive impact on communities, society and the planet.

Explore the global possibilities

Based in countries across the world, our global teams are driving the transformation of the Tate & Lyle business and our culture. Joining us is your chance to accelerate change, take bold decisions and make an impact across borders – helping to shape our future at local, regional and worldwide level.

Your role in our future

The Workplace and End User Experience Lead will lead the user experience team globally, including delivery of end user support through the service desk, end user technology engineering, and executive support services.

This role will provide strategic direction and oversight over all workplace, service desk, and user experience activities within the organization.

Measuring the effectiveness and client satisfaction with end user services delivered across all Tate & Lyle business units and directing proactive service improvements to ensure high levels of user satisfaction you will think strategically and communicate cross-functionally. You will identify and direct initiatives to promote, expand, and optimize service desk practices, tools, engineering, and platforms across Tate & Lyle.

These practices include ITIL disciplines of Hardware and Software Asset, Knowledge, Configuration Management, Laptop/Desktop image engineering and deployment, software updates and patching, and virtual desktops management.

You will be responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment that empowers Service Desk staff, Core Computing Engineers and User Experience managers to provide value to Tate & Lyle stakeholders.

Also responsible for agreements and services provided through Managed Services vendor partners and you must ensure compliance with SLAs and services standards.

You will also support and promote service ownership by defining and establishing Service Catalog elements for his/her scope of services leveraging on the Tate & Lyle Portfolio Management process.

Key responsibilities:

• Provide leadership and vision for the Workplace Services department including end-user computing, mobile device, AV support, conferencing, and collaboration tools, to streamline IT operations structure across all business entities.
• Ensure effective delivery of end user services through help desk, end user services, and executive support teams. Measure client satisfaction across all levels and direct improvements to meet end user needs
• Promote a digital enterprise product/services mindset and work with the IT service management and IT Operations teams to redefine existing solutions with a more integrated, innovative and automated perspective.
• Lead the development of policies and processes, while ensuring that the teams remain in compliance with internal and external requirements, including information security best practices, audits, and regulatory compliance.
• Create an environment that supports customer self-service and automation of routine service requests.
• Platform and Tool Governance - ongoing optimization, rationalization and maturity of all applications (ServiceNow platform) under the Service Management umbrella
• Establish key value drivers to show success and align Service Management and End Services delivery with strategic vision for high availability, reliability, end user effectiveness, and continuous improvements.
• IT Operations - Continuous Improvement - Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provide consulting services to Senior Management related to the alignment of business needs with IT operations. Promote innovative thinking and utilization of IT resources in the business.
• Project Management including application and operating system upgrades and implementations, hardware upgrades, enterprise-wide technical standardisation and other technology refreshes.
• Constantly evaluate industry trends and the product landscape to determine how they apply to the end user computing experience.
• Provide strategic direction to the design, implementation, and improvement of end user services from Level 1, Level 2 and Level 3 support, including but not limited to incident management, request management, knowledge management, and change management. Engineer and support robust end user technology services including laptop/desktop hardware and software, virtual desktop, email, directory services, end-point protection, and other end user technology.
• Coordinate and lead the service recovery for incidents of any threat level, facilitating both technical and business calls with key teams and stakeholders
• Ensure identification and documentation of risks and issues in service delivery, and work with cross-functional teams to develop mitigation strategies.
• Manage SLAs delivered through Managed Services vendor partners.
• Manage business users expectations, resolve business users satisfaction issues, train and educate business users on the use of technology; offer alternate solutions to their problems (e.g. process changes, and/or automation options); communicate IS/IT goals, activities and accomplishments to the business.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
• Serve as escalation point for and communicates with cross functional teams, provides updates, and root cause analysis to executive management in support of the continuous improvement initiatives through quantitative metrics.
• Conduct site visits and provides forum for formal and informal communications among IT management and field staff.
• Ensure conformance to system infrastructure standards, methods and practices and assist in development of the same, across IT and the business.
• Lead Change Control organization, and actively operate as a member of the Security Incident Response Team and IT User Groups.
• Play an active role in the Tate & Lyle information security awareness program by following and supporting information security policies and procedures to the best of their ability.
• Ensure software and hardware assets are properly maintained and recorded in the ITSM platform, and their lifecycle and entitlements are adequately handled.
• Support information security team in resolving security incidents, manage software patching cycles and other type of activities required to ensure the safety and security of Tate & Lyle data and IS/IT assets.
• Create team enthusiasm while providing guidance and encouragement. Demonstrates ability to further develop the skills of others. Identifies and responds to development / coaching needs of all personnel. Ensures performance feedback is delivered on a timely basis.
• Maintain competency by participating in continuing education and seminars specific to job responsibilities within Tate & Lyle IS/IT.
• Financial Management – Overseeing budgeting and management of assigned cost centers.

IS/IT at Tate & Lyle

This is an exciting time to be in IT at Tate & Lyle. Our teams are enabling the transformation of our business through technology – and supporting our vision of creating healthier food choices. Manufacturing moves much faster than many sectors, so our projects operate at pace. We are looking for alternative approaches that go against the grain. It is about having the courage to take risks, fail fast and do things differently. There is huge potential to make your mark and develop technically and as an all-round professional.

What we’re looking for

We look for people who will thrive in a changing business and a culture that is evolving day by day – we value curiosity, courage and a willingness to challenge others constructively. Hungry for impact, you will be excited by delivering original and imaginative content for our fast-growing business. You also need:

• Extensive experience in multiple enterprise IT functions, large teams and multiple complex projects
• Strong experience managing or supervising Service Desk teams
• Previous experience of establishing strategy, planning and support to achieve business goals and IT service improvement
• Strong knowledge of business environment and system architecture including End User Technology, Service Management tools, Configuration Management, IT Asset Management, Service Desk, and end user services
• Cloud skills - Understanding of public and/or private cloud services used by Information Technology (IT) and IT development partners ideally with Practitioner level certification of a public cloud provider
• Technical knowledge of contact center technologies.
• Experience working with Help Desks with an emphasis on Call Center Operations.
• Bachelor’s degree in Information Technology or related field, will consider equivalent combination of education and work experience
• Other advanced ITIL certification in Configuration Management, IT Asset Management, and Service Design
• Interpersonal Relationships - Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner
• Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations
• Leadership - Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement
• Industry Knowledge - Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply this knowledge appropriately to diverse situations
• Effective communication skills - (written and verbal) to properly articulate complicated cloud reports to management and other IT development partners

Rewarding your contribution

As business operating in 50 countries worldwide, we offer a global rewards package to all employees alongside a range of country-specific benefits. The global package includes a bonus scheme, 16-week Equal Parental Leave and mental health & well-being support.

Joining Tate & Lyle in the UK

Our global headquarters are in a fantastic London location, overlooking Hyde Park near Marble Arch. The office is home to our Executive Board and colleagues working across a range of global functions. The majority of the team split their time between home and office. The site is set up to support hybrid working and promote collaboration. It is a progressive workspace with a mix of different areas including meeting pods, sofas, an outside terrace, a quiet library room and a wellbeing space.

What we can offer

• Flexible working policy
• Competitive salary
• Contributory pension
• Medical insurance
• Life assurance

Apply now

This is a pivotal time in Tate & Lyle’s the 160-year history. We hope you will join our team in Transforming Lives through the Science of Food.

Although this role is based in Lodz, Poland you will be dealing with stakeholders across different countries and will need a good level of English, can you therefore please apply with your CV in English.

Tate & Lyle believes in the strength of an inclusive workforce. We are committed to all our employees being seen and heard, and value the contributions of people with unique backgrounds, identities and experiences. We welcome applications from all.

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Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.