IT Support Operations and Delivery Lead
Joining Arup
Arup’s purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.
This role sits within Arup’s Digital Technology group, specifically in the Client Services team, which is part of the Service Management pillar. The team plays a vital role in delivering high-quality, user-focused IT support across our global offices, helping to ensure that our people have the tools and services they need to do their best work.
Client Services is at the heart of day-to-day digital operations—resolving issues, enabling collaboration, supporting infrastructure, and acting as a trusted bridge between technology and the business. We work closely with other Digital Technology teams to deliver a seamless and responsive support experience for all staff.
Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!
The Opportunity
We are looking for an IT Support Operations and Delivery Lead to join our Digital Technology team based in South Africa, supporting our Johannesburg Office. Your day-to-day responsibilities will include:
- Lead an IT team across the IMEA region, including managed service providers, from a senior position based in South Africa—shaping digital service delivery in a culturally diverse, globally connected environment.
- Inspire and mentor Client Services Leads and Analysts, driving a high-performance culture through coaching, performance development, and capability-building initiatives.
- Own and deliver regional/global IT projects, collaborating with cross-functional teams to align outcomes with strategic digital transformation goals.
- Engage closely with business stakeholders, translating needs into value-driven solutions and presenting insights to senior leadership.
- Champion operational excellence, ensuring service quality, driving ITIL-compliant practices, supporting hands-on tech needs, and fostering innovation through continuous improvement.
At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.
Is this role right for you?
This role is right for you if you can:
- Previous experience leading and developing IT support teams across multiple locations, driving performance, collaboration, and continuous improvement.
- Strong ability to deliver IT projects and maintain high service standards while balancing people, process, and technology.
- Excellent communication skills with the ability to build strong relationships and align IT services with business needs.
- Hands-on experience supporting Microsoft environments, Audio Visual systems, server rooms, and enterprise products and tools, with a strong technical aptitude.
- Solid understanding of ITIL principles and practical experience using ITSM platforms like ServiceNow to ensure efficient, high-quality support.
Not ready to apply just yet, or have a few questions? Please email Kat Falepau at Kat.Falepau@arup.com
What we offer you:
At Arup, we care about each member’s success, so we can grow together.
We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
An environment that will give you freedom to design with a purpose, focus on your skills to deliver quality work to our clients, opportunity to learn and share knowledge openly. You will have the opportunity to utilise your technical expertise to improve the lives of the most vulnerable in the communities in which we live and work through Arup's community engagement programme.
You'll have access to lots of learning opportunities and ongoing training through Arup university and other learning programmes.
Beyond a competitive guaranteed annual salary package, core benefits include medical aid and hospital gap cover; as well as provident fund covering retirement savings, life insurance and income protection in the event of disability. Core benefits form part of your guaranteed annual package.
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 (within legal limits), disability, neurotype or mental health, gender, gender identity, gender expression, race, ethnicity, religion or belief, sexual orientation, socioeconomic background, whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.
Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.
We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact Kat Falepau at Kat.Falepau@arup.com to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.
Our Application Process
To understand what to expect next, please visit our Careers page Our aim is to make this process as streamlined and easy as possible for our applicants. If you feel there are some improvements needed in our process, please feel free to reach out to Kat Falepau.
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