Collaboration Service Lead

Job title Collaboration Service Lead  Division Digital Location Hybrid - Clearwater Court - RG1 8DB
Contract type Permanent Full/Part-time Full-time Salary Competitive salary up to £65,000 per annum Job grade B Closing date 13/02/2026

As a Collaboration Service Lead
, you will be responsible for the operational health and day-to-day management of collaboration services across AV, booking, kiosk, vending, and print domains. Reporting to the Collaboration Domain Owner, you will ensure services are stable, responsive, well-governed, and continuously improved.

This role is critical to maintaining service continuity, leading effective incident and problem management, and driving insight-led improvements across the end-user collaboration experience. You will work closely with support teams, product managers, and vendors to ensure every user touchpoint is reliable, efficient, and well supported.

• Lead incident, request, and problem management across collaboration services, supporting a team of up to 8 support engineers.
• Ensure timely and effective resolution of service disruptions, user requests, and recurring issues.
• Govern and standardise support workflows across AV, booking, print, kiosk, and vending services.

• AV and conferencing services, covering room technology, hardware, and collaboration platforms.
• Room and desk booking tools and their integrations.
• IT vending machines, RF scanners, and digital kiosk platforms.
• Print services, including infrastructure, secure release, mobile printing, and consumables.
• Maintain service dashboards and reporting for incident trends, service health, and SLA performance.
• Track service usage, support volumes, and root cause patterns to inform service improvements.
• Provide regular reporting and insight to the Collaboration Domain Owner and relevant product teams.
• Act as the escalation point for recurring or complex service issues, leading root cause analysis and problem resolution.
• Work with engineering and vendor teams to implement permanent fixes and prevent recurrence.
• Identify opportunities to simplify support models and enhance the end-user experience.
• Embed governance across support processes, ensuring clear ownership, escalation paths, and risk management.
• Ensure compliance with accessibility, data protection, sustainability, and audit requirements.
• Maintain service documentation, runbooks, and operational support guides.
• Act as a key liaison between support teams, product managers, and external vendors.
• Ensure vendor performance aligns with agreed SLAs and incident response expectations.
• Coordinate and elevate complex issues across internal and external stakeholders.
• Champion continuous improvement and product-led delivery practices across collaboration services.
• Use data, dashboards, and user feedback to iterate services, tooling, and support models.
• Align collaboration services with wider digital workplace transformation objectives.

• ITIL Foundation certification as a minimum.
• Proven experience in IT service management (ITSM), ideally within workplace or end-user technology environments.
• Strong understanding of incident, request, and problem management frameworks (e.g. ITIL).
• Demonstrated experience in root cause analysis, escalation management, and vendor coordination.
• Strong people management skills with the ability to lead support teams and make effective operational decisions.
• A solid technical background, acting as a subject matter expert across relevant collaboration technologies.

• Deep understanding of ITIL practices, workflows, and service governance.
• Hands-on experience with ITSM tools such as Service Now, Jira Service Management, or equivalent platforms.
• Ability to create, maintain, and govern support documentation and resolution guides.
• Experience supporting AV hardware (displays, microphones, room kits) and conferencing platforms such as Microsoft Teams Rooms or Zoom.
• Knowledge of secure print solutions, badge release systems, and identity integration.
• Experience with digital signage, kiosk operating systems, and vending telemetry platforms.
• Understanding…