Head of Workplace Services

Key Responsibilities:

•      Leadership & Strategy: Own andexecute the WS strategy aligned to company growth. Translate priorities intoclear roadmaps and deliverables. Act as senior escalation point. Represent WSat leadership level — communicating value, risk, and capacity clearly.

•      Business Technology Enablement: Act asthe primary interface for departmental technology requirements.  Ensures the team looks across the business,identifies where technology and process improvement will make the biggestdifference, and makes it happen. Prioritises by impact, not by ticketqueue.  Lead SaaS lifecycle governancealigning with Risk and Asset Owners on onboarding, adoption, renewal, andrationalisation.  Support Asset Owner andRisk Owner accountability across departments in line with iplicit’s GRCframework.

•      Proactive Partnership & SaaSGovernance: Identify opportunities before they become requests. Ownportfolio-level strategy and SaaS governance. Oversee procurement/renewalcoordination — ensuring all new SaaS tools meet security risk mitigationrequirements. Working with Risk and Asset Owners, manage license allocation,utilisation tracking, and renewal decisions.

•      Workflow, Automation & TechnologyEnablement: Lead WS in supporting the design and delivery of businessworkflows and automation across approved tooling. Work with Asset Owners anddepartmental teams to identify opportunities to reduce manual effort, improveprocesses, and make better use of the technology already at their disposal.Ensure all workflows are scalable, well-documented, and governed. Where new or emerging tools — including AI-assistedtooling — are introduced, support departments in adopting them responsibly andwithin the governance guardrails set by Core Technology and InformationSecurity Manager.

•      IT Service & Operations Oversight: Accountablefor IT Support performance: SLAs, internal CSAT, ticket backlog, andoperational resilience. Ensure JML processes are effective, auditable, anduser-centric. We measure ourselves on the outcomes we enable for teams, not thetickets we close. Own the service catalogue and knowledge base strategy.

•      Governance, Security & Compliance: EnsureWS operates within iplicit’s ISO 27001, ISO 9001, and ISO 42001 frameworks.Enforce least-privilege and RBAC principles. Implement findings of Risk and AIAssessments. Ensure all WS processes are fully documented in Confluence andaudit-ready.

•      Demonstratesa commitment to the ethical and responsible use of Artificial Intelligence inthe workplace. The successful candidate will be expected to understand andadhere to the company's Artificial Intelligence Policy and broader IntegratedManagement System (IMS) procedures. This includes remaining vigilant andproactively reporting any AI-related anomalies, information security events, oroperational weaknesses

Core Competencies:

•      Provenexperience leading IT, Digital Workplace, or Business Technology functions in afastgrowth SaaS environment.

•      Anatural leader with a strategic mind — someone who looks across the business,identifies where technology and process improvement will make the biggestdifference, and makes it happen through leading by example.

•      Strongunderstanding of Microsoft 365 platform governance — including the distinctionbetween tenant/Core Tech controls and delegated operational scope.

•      Experiencewith SaaS portfolio governance, vendor management, and licence optimisation atscale.

•      Demonstrableexperience with Joiner/Mover/Leaver processes and access management.

•      Strongknowledge of ISO 27001, ISO 9001, (and ideally ISO 42001) frameworks and theability to work within GRC-aligned controls.

•      Trackrecord of workflow and automation delivery — Asana and Confluence expertisehighly desirable.

•      Experienceleading AI enablement programmes, with working knowledge of Copilot and/orClaude in a business context is highly desirable.

•      Excellentstakeholder management skills, able to operate confidently at senior leadershiplevel. • Commercially minded, able to balancebusiness enablement with governance and risk.

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