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This will be via a follow-the-sun model across the time zones to allow a continuous escalation point for the business.</p>\n<p>The successful candidate will be responsible for overseeing the delivery of IT Support across our locations in a collaborative manner, whilst ensuring our team is providing an efficient and effective service to our internal users.</p>\n<p><strong>Responsibilities</strong></p>\n<ul>\n<li>Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun.</li>\n<li>Drive an automation first, shift left mentality working across all IT teams.</li>\n<li>Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool.</li>\n<li>Utilise Knowledge Management to drive forth automation.</li>\n</ul>\n<p>Full scope of tasks including but not limited to:</p>\n<ul>\n<li>Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable.</li>\n<li>Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.</li>\n<li>Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.</li>\n<li>Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware.</li>\n<li>Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement.</li>\n<li>Ensure that all IT assets in the local offices are managed and maintained to a high standard.</li>\n<li>Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.</li>\n<li>Provide regular progress reports to senior management and stakeholders</li>\n<li>Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.</li>\n<li>Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<ul>\n<li>Significant experience within a business services environment and ideally video games development and/or working in a highly technical development environment.</li>\n<li>Excellent leadership and management skills, with experience leading and developing teams of professionals.</li>\n<li>Strong knowledge of first- and second-line support operations.</li>\n<li>Strong knowledge of ServiceNow and industry trends.</li>\n<li>Excellent relationship building skills.</li>\n<li>Ability to work in a matrix management environment.</li>\n<li>Excellent communication and interpersonal skills, with the ability to work effectively with a diverse range of stakeholders.</li>\n<li>Strong analytical and problem-solving skills, with the ability to make data-driven decisions and manage complex projects.</li>\n<li>Ability to manage budgets and financial resources effectively, identifying opportunities for cost savings and efficiencies.</li>\n<li>Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.</li>\n</ul>\n<p><strong>Benefits</strong></p>\n<p>Keywords Studios values and encourages diversity in all its forms. 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