Head of Workplace Services

Key Responsibilities:

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

•      Business Technology Enablement: Act as the primary interface for departmental technology requirements.  Ensures the team looks across the business, identifies where technology and process improvement will make the biggest difference, and makes it happen. Prioritises by impact, not by ticket queue.  Lead SaaS lifecycle governance aligning with Risk and Asset Owners on onboarding, adoption, renewal, and rationalisation.  Support Asset Owner and Risk Owner accountability across departments in line with iplicit’s GRC framework.

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

•      Workflow, Automation & Technology Enablement: Lead WS in supporting the design and delivery of business workflows and automation across approved tooling. Work with Asset Owners and departmental teams to identify opportunities to reduce manual effort, improve processes, 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-assisted tooling — are introduced, support departments in adopting them responsibly and within the governance guardrails set by Core Technology and Information Security Manager.

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

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

•      Demonstrates a commitment to the ethical and responsible use of Artificial Intelligence in the workplace. The successful candidate will be expected to understand and adhere to the company's Artificial Intelligence Policy and broader Integrated Management System (IMS) procedures. This includes remaining vigilant and proactively reporting any AI-related anomalies, information security events, or operational weaknesses

Core Competencies:

•      Proven experience leading IT, Digital Workplace, or Business Technology functions in a fast growth SaaS environment.

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

•      Strong understanding of Microsoft 365 platform governance — including the distinction between tenant/Core Tech controls and delegated operational scope.

•      Experience with SaaS portfolio governance, vendor management, and licence optimisation at scale.

•      Demonstrable experience with Joiner/Mover/Leaver processes and access management.

•      Strong knowledge of ISO 27001, ISO 9001, (and ideally ISO 42001) frameworks and the ability to work within GRC-aligned controls.

•      Track record of workflow and automation delivery — Asana and Confluence expertise highly desirable.

•      Experience leading AI enablement programmes, with working knowledge of Copilot and/or Claude in a business context is highly desirable.

•      Excellent stakeholder management skills, able to operate confidently at senior leadership level.

•      Commercially minded, able to balance business enablement with governance and risk.

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