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Digital Technology
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Corporate Services
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LON00031P Requisition #

A career at Arup offers you the chance to make a positive difference in the world. Independently owned and independently minded, we attract a diverse mix of people to work on ground-breaking global projects. We have an ambitious commitment to be the digital leader in the built environment and have digital teams and experts all over the world, who collaborate on world-leading software, data and technology projects and products. Being a global team means we value people with diverse experiences, backgrounds, specialisms and skills. 

Our Digital Technology team are proud winners of the IT Team of the Year for 2021 at the Chartered Institute of IT’s UK IT Industry Awards.

The role

We have an exciting opportunity for a client services lead to join our team. The role is to work closely with the regional client services lead, assisting with client projects, communications, and operations across the UKIMEA region. The role has a strong emphasis on building relationships, focusing on exceptional client (end user) experience and overall business satisfaction.

As client services lead, you’ll also provide oversight and line manage a team of analysts within the London office, while also performing some of the responsibilities of an analyst when required. The role is customer-service oriented and focuses on being proactive in anticipating and resolving technology issues and requirements staff may experience and providing exceptional advice and service to clients. This is a Level 2 support role in a typical IT support infrastructure.

“I love the diversity of the role and the opportunity I have to make a real difference. I get a lot of satisfaction from mentoring others and watching them grow and develop into successful IT professionals. As a team, we work very closely with the business to ensure we are aligned and adding value.”

Matt, UK
 

You should apply if:

  • You want to work in a challenging yet rewarding fast paced environment, undergoing significant digital transformation
  • You have the enthusiasm and experience to lead and develop a diverse team across
  • You have the ambition to drive and develop technology services and solutions

Responsibilities of the role include:

  • Line management of the London client services team (around 15-20 professionals), working with the regional client services leads on the resourcing, planning, development and delivery of technology services within the office, ensuring proper governance and control and customer satisfaction
  • Define, roll out, and ensure that technology standards and best practices are maintained in your office, including ITIL service management policies
  • Be the primary contact with the office leadership, scheduling system outages, rollouts and distributing required comms.
  • Work with the business to support winning work, supporting and creating solutions along the way for internal and client facing projects
  • Manage the local office budget related to digital technology (eg. laptops, mobile phones)
  • Communicate formally and informally through existing forums to stakeholders at all levels, including senior management
  • Be responsible for local server rooms, including the coordination of contractors
  • Demonstrate an ongoing commitment to professional growth in regional programs and project management establishing governance processes to ensure that the objectives are achieved
  • Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
  • Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
  • Strong analytical skills – strong problem-solving skills, effectively evaluates information/data to make decisions and anticipates obstacles and develops plans to resolve
  • Manages resourcing and priorities to respond to business requirements and ensures services meet agreed performance targets

Examples of technology we use:

  • Personal computing (HP, Macintosh, etc.).
  • Mobile computing (iPhone, iPad, Samsung etc. as outlined by office/regional policy)
  • Microsoft Windows operating system, Macintosh OSx (limited)
  • Microsoft Office 365 and associated services (e.g. OneDrive for Business, Teams)
  • Video conferencing hardware/software based on global standards
  • Office printers/copiers as outlined by office/regional policy

Please don’t be discouraged if you don’t meet every point below – if you meet most, and are strongly motivated by the role, and willing to learn, we are still interested in hearing from you. 

Requirements and skills

Essential skills and knowledge: 

  • Experience working in a regional/global organization providing desktop support services in a Microsoft environment, some of which includes managing team(s) responsible for desktop/mobile support function
  • Experience using service management platform such as ServiceNow (particularly for managing tickets)
  • Track record of delivering success in a team environment
  • Collaborative, consultative and effective in a consensus-based decision-making culture
  • High energy, motivated, open-minded and willing to embrace innovation and new technology
  • Track record of providing coaching, guidance and feedback with team members, fostering their potential and helping them develop career plans

Desirable:

  • Familiarity of technical software solutions from Autodesk, Bentley, Trimble, Adobe, Bluebeam, Cisco, Symantec, etc.

Required behaviours:

  • Passion for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued
  • Excellent written and verbal communication skills – accomplished at communicating to all levels within an organisation
  • Strong interpersonal skills and the ability to develop and maintain relationships with representatives from various organisational levels and offices
  • Friendly manner, with a willingness to adapt style and approach to achieve quality results 
  • Self-motivated, results-focused and pragmatic with the ability to manage conflicting deadlines and prioritise
  • Professional, with attention to detail - always seeking quality and excellence in their work 
  • Enjoys engaging and collaborating with others in different culture, countries, and time zones on a day-to-day basis  

Qualifications:

  • Bachelor’s Degree in Computer Science, Information Systems or other related field is desirable or equivalent experience working in a professional services organization

Rewards and Benefits


We offer a competitive salary at all levels, and one of the best benefits packages in our sector.

Core benefits include cover under the UK Healthcare Plan (private medical insurance), Life Assurance, Accident Insurance, and Income Protection (long term disability) cover. Core benefits are funded by us and made available to all permanent staff in order to support and safeguard your financial, physical, and mental wellbeing. You will also have access to Choice Benefits to help with your work/life balance and financial security.

In addition, all permanent employees are eligible for the Global Profit Share scheme. Subject to scheme rules employees can receive two Profit Share payments per year, which are dependent on the firm’s financial performance.

Different people, shared values.

At Arup, we believe when talented people collaborate, great things are possible. Arup hires people with proven skills and open minds. We are taking deliberate action to create an inclusive culture that is grounded in our purpose to shape a better world.

At Arup, we welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. Our internal employee networks - BAME, Culture, Disability, LGBTQ+ and Women - provide a space for you to express your views and to make a positive difference - discover more about life at Arup here.

At Arup, we are committed to making all stages of our recruitment process accessible to candidates with disabilities. Please speak to our recruitment team and we will work with you to make reasonable adjustments to ensure you can perform at your best throughout your application.

At Arup, we appreciate that everyone’s circumstances are different and having the freedom to flex the way we work is essential to our wellbeing. If flexibility matters to you let us know when you apply, and we will discuss how this could work in your role.

What happens next?

If this could be the next step in your journey, please apply online. All applications will be considered, and we will try our very best to respond to you within 72 hours of receiving your application, this will be subject to delays owing to the festive period

 No agencies please

Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process.

 

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