Enterprise IT Operations Expert – UK/US

Enterprise IT Operations Expert – UK/US

Role Overview

We are looking for an experienced Enterprise IT Operations / IT Service Delivery professional with hands-on experience designing and managing internal IT services within a mid-sized organisation.

The selected expert will review a foundation document describing the internal IT function of a fictional software company. The objective is to assess whether the proposed IT operating model, processes, tools and controls could realistically function within a UK or US-based technology organisation.

The expert will identify errors, gaps, inconsistencies and implausible arrangements and provide practical recommendations based on real-world enterprise IT experience.

The engagement will also include a 30–60-minute discussion call to walk through and discuss the findings.

Key Responsibilities

• Review and critically assess a foundation document describing an internal enterprise IT function.

• Evaluate whether the proposed IT services, processes, controls and operating arrangements are realistic for a mid-sized software/technology company.

• Identify gaps, errors, inconsistencies and operationally impractical arrangements.

• Assess employee Joiner–Mover–Leaver (JML) processes, including onboarding, access provisioning, access changes and offboarding.

• Review identity and access-management processes, including access requests, approvals, temporary access and privileged access.

• Evaluate Microsoft 365 / Entra ID administration and related user, group, licensing and MFA processes.

• Assess IT service-management practices, including incident, service request and standard change management.

• Review the use of ITSM platforms such as Jira Service Management, ServiceNow or similar tools.

• Evaluate SaaS administration and employee access across commonly used enterprise applications.

• Assess whether the proposed IT function aligns with typical UK/US data-protection and internal IT expectations.

• Participate in a 30–60-minute call to explain and discuss findings.

Mandatory Requirements

• 5+ years of experience in enterprise IT operations, IT service delivery, workplace IT or end-user services.

• At least 2 years of experience leading, managing or designing service-desk / end-user IT processes, rather than only handling tickets.

• Must have held a hands-on IT operations role within the last 3 years.

• Experience supporting internal IT for an organisation of approximately 500–5,000 employees.

• Experience in a software, technology or similar organisation is strongly preferred.

• Experience supporting environments with contractors and/or multiple offices is preferred.

• Practical experience working within a UK or US operating environment, including familiarity with relevant data-protection expectations.

• Fluent written English (C1 or above).

• Ability to independently assess IT processes and provide clear, evidence-based operational feedback.

• Must be able to conduct the review without sharing confidential or proprietary information from a current or former employer.

Relevant Technical & Process Experience

Candidates should have practical experience with several of the following:

Identity & Access Management

• Joiner–Mover–Leaver (JML) processes

• User provisioning and deprovisioning

• Access requests and approval workflows

• Temporary and privileged access

• Access reviews and offboarding controls

• MFA and sign-in recovery

Microsoft Environment

• Microsoft 365 administration

• Microsoft Entra ID / Azure AD

• Users and groups

• Group-based licensing

• MFA and authentication processes

IT Service Management

• Jira Service Management

• ServiceNow or similar ITSM platforms

• Incident management

• Service requests

• Standard changes

• ITIL-style processes and controls

SaaS Administration

Hands-on administration of at least 3 of the following is preferred:

• Slack

• GitHub

• Salesforce

• Figma

• Zoom

• Confluence

• Google Workspace

Nice-to-Have Experience

• Microsoft Intune

• Jamf Pro

• Okta

• Google Workspace to Microsoft 365 migration

• IT licence management

• IT asset management

• Experience supporting both UK and US operations

• ITIL 4 Foundation certification

• Experience designing or improving internal IT operating models

Typical Suitable Job Titles

Candidates may come from roles such as:

• IT Service Delivery Manager

• Head of IT Operations

• Head of Service Desk

• IT Operations Manager

• Senior Service Desk Lead

• End-User Services Lead

• Senior IT Systems Administrator – Workplace/SaaS

• ITSM Process Lead

• Workplace Technology Manager

• IT Service Management Manager

Ideal Candidate Profile

The ideal candidate has owned and designed internal IT services for employees within a mid-sized UK or US technology company.

They should have practical experience across areas such as identity and access management, employee onboarding/offboarding, incident and request management, standard changes, Microsoft 365/Entra ID and SaaS administration, and should be comfortable judging whether an IT operating model is realistic in practice.

Candidates Who Are Not a Fit

Please do not consider candidates whose experience is limited to:

• First-line service-desk/ticket handling without process ownership or design responsibility.

• Infrastructure, networking, data-centre or cloud operations without meaningful end-user/internal IT service experience.

• Software development, DevOps or engineering roles without internal IT operations experience.

• External/customer support roles focused on supporting a company's customers rather than its employees.

• Roles that do not involve hands-on enterprise IT operations experience within the last 3 years.

• Candidates whose current employment prevents them from conducting an independent review or would require disclosure of confidential employer information.

Guidelines

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