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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Enterprise IT Operations Expert - UK/US