60 jobs found

Job Title: IT Change Manager (Associate Vice President) Location: London (3 days on-site) Duration: 6 months (possibility for extension) Working Pattern: Full Time (40 hours per week) Rate: Circa £600/Day Join Our Dynamic Team! Are you an experienced IT Change Manager looking for an opportunity to make a significant impact in the banking and finance sector? Our client is on the hunt for a talented Associate Vice President to spearhead their IT change management initiatives. This role offers a unique chance to shape processes that drive operational excellence and compliance across the organisation. Purpose of the Role: As an IT Change Manager, you will lead the planning, coordination, and control of IT changes within the bank's technology landscape. Your expertise will ensure changes are executed with minimal risk and disruption, while adhering to internal controls and regulatory requirements. The IT Service Delivery team is a cornerstone of EMEA Technology, responsible for managing the processes and tools that enable the planning, delivery, and support of IT services. This function drives continuous improvement in IT Service Management (ITSM) practices, with a strong focus on Operational Resilience and compliance with DORA regulations Key Skills: IT Service Management or Change Management roles. Proven track record in managing end-to-end change processes within complex IT environments. Experienced with regulatory compliance (SOX, PCI-DSS, GDPR, PRA/FCA, DORA, Operational Resilience) and audit readiness. Exposure to DevOps, CI/CD pipelines, and Agile delivery models. Strong understanding of IT infrastructure, applications, and cloud environments. Proficiency in ITSM tools (e.g. ServiceNow). Knowledge of risk assessment methodologies and impact analysis. Ability to interpret metrics and reporting dashboards for continuous improvement. Leadership and facilitation skills (e.g., chairing CAB meetings). Stakeholder management and communication skills for cross-functional collaboration. Analytical and problem-solving abilities for root cause analysis and process optimisation. Attention to detail for compliance and audit requirements. Key Responsibilities: Change Governance & Execution Own and manage the end-to-end IT change management process including standard, emergency, and major changes to ensure controlled and efficient delivery of change initiatives. Chair Change Advisory Board (CAB) meetings to ensure all proposed changes are properly assessed, approved, and scheduled in alignment with business priorities. Collaborate with technical teams, business units, and risk/compliance functions to evaluate change impact and associated risks, enabling informed decision-making. Ensure changes are implemented within agreed change windows and operational readiness standards to minimize service disruption and maintain business continuity. Compliance & Risk Management Ensure all change activities comply with internal policies, audit requirements, and external regulatory standards (e.g., SOX, PCI-DSS, PRA/FCA) to maintain governance and avoid compliance breaches. Maintain accurate and auditable records of change requests, approvals, risk assessments, and implementation outcomes to provide full traceability and support regulatory and audit requirements. Monitor for unauthorized or failed changes and lead root cause analysis and remediation efforts to reduce risk exposure and prevent recurrence of incidents. Support internal and external audits by providing evidence of change governance and traceability to demonstrate compliance and strengthen organisational controls. Reporting & Continuous Improvement Track and report on change metrics, including volumes, success rates, failure trends, and SLA adherence to provide visibility and inform performance improvement initiatives. Identify opportunities to improve change processes, reduce risk, and enhance automation and efficiency to optimise change management practices and support digital transformation goals. Work closely with DevOps, Release Management, and Configuration Management teams to align change practices with Agile methodologies and CI/CD pipelines for faster, safer delivery Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL Certification (Intermediate or Expert level) with a focus on Change Management. Familiarity with COBIT and other IT governance frameworks is a plus. Compliance-related certifications (e.g., ISO 27001 Lead Implementer, CISA) are highly desirable. If you're ready to take your career to the next level and lead impactful change in a reputable banking institution, we want to hear from you! Apply Today and Shape the Future of IT Change Management! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

ServiceNow Technical Lead 6 Month Contract Newbury (Hybrid) £(Apply online only)/day (Outside IR35) ServiceNow Technical Lead needed with TSOM implementation project experience. 6 Month Contract based in Newbury (Hybrid). A chance to work with a global IT Consultancy on a project for an Telecoms external client. Start ASAP in Nov/Dec 2025. Hybrid Working - 2-3 days/week working remotely + the rest of the time working from the Newbury office. Key skills, experience + tasks will include: Strong ServiceNow technical expertise on TSOM implementation projects. In-depth technical experience on ServiceNow ITSM and other common modules -eg- TSOM, ITOM, ITAM, HRSD, CSM, GRC, SecOps + custom applications. Leading the design, development + implementation of ServiceNow solutions. Proven expertise in ServiceNow integrations including: REST, SOAP, APIs, MID Servers. Designing, developing + implementing CMDB and Discovery. ServiceNow scripting (JavaScript, Glide, Flow Designer), and ServiceNow data models. Deep technical expertise in the ServiceNow platform + serving as a technical authority on ServiceNow architecture, design + best practice. Exposure to cloud technologies (AWS, Azure, GCP) and enterprise IT ecosystems preferred. Qualifications: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), ServiceNow Certified Application Developer (CAD), ServiceNow Certified Technical Architect (CTA).

Cloud DevOps Engineer, Sr Analyst UK (Birmingham) Salary: Competitive salary and package (Depending on level of experience) Please Note: Any offer of employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history (typically including no periods of 30 consecutive days or more spent outside of the UK) at the point of application. Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO In our team we are seeking an experienced Cloud DevOps Engineer with: Deep technical know-how and hands-on experience implementing integrated automation solutions using a broad range of DevOps toolsets. Expertise in Infrastructure as Code tools, such as Terraform is preferred. Expertise with code repository management, code merge and quality checks, continuous integration, and automated deployment and management using Ansible, Jenkins, and Git. Knowledge of Docker, Kubernetes, Puppet, Chef, Maven, Ant, Ivy, and UrbanCode would be advantageous. Experience in DevSecOps, including secret management, tools integration to harden the baseline, and privilege management. Associate-level cloud certification in Azure or AWS. Hands-on experience in Azure and AWS cloud technologies, including compute, networking, storage, and security services. Expertise in designing and implementing continuous delivery and/or DevOps solutions across cloud-native and hybrid environments. Experience with approaches and tooling for automated build, delivery, and release of software, ensuring reliability and repeatability. Ability to define and manage the roadmap for DevOps implementation in an established operational environment, aligning with business and technical goals. Strong knowledge in developing integrated toolset solutions within an enterprise-wide environment, ensuring scalability, maintainability, and compliance. Working knowledge of IT Service Management (ITSM) practices and tools such as ServiceNow, with experience in incident, change, and problem management processes. Proficiency in Power BI, with the ability to build dashboards that visualise deployment metrics, cloud cost trends, incident volumes, and SLA performance, using DAX and Power Query for data modeling. On-Call Support - Provide on-call support outside of standard working hours as and when required to ensure continuity of service and timely resolution of critical issues. As a Cloud DevOps Engineer, you will: Work on multiple projects as part of a wider cloud capability team. Get DevOps up and running by overseeing the execution of tools and processes in the DevOps toolchain, and promote the DevOps culture in our client organizations. Help customers with DevOps projects by providing them with technical, consultative, and delivery services. Serve as a trusted automation and tooling advisor for DevOps initiatives by providing clients with objective, practical, and relevant advice, identifying opportunities for optimisation. Work with the development teams to meet acceptance criteria, gathering and documenting the requirements. Help lead continuous integration, delivery, automation, and infrastructure-as-code efforts for multiple cloud service offerings. Where required setting up and managing the operation of project development and test environments as well as the software configuration management processes for the entire application development life cycle. Help client's transition to DevOps by driving adoption of tools and practices, and by directing elements of the DevOps implementation. Resolve and escalate issues as necessary. Undertake necessary trainings and certifications on latest technologies We are looking for experience in the following skills: Familiarity with Azure and/or AWS CLI and SDK tools. Knowledge of Linux and Windows server operating systems. Expertise in scripting languages such as Python, PowerShell & Shell. Strong incident fault finding skills and experience. Familiarity with ITSM, Agile methodologies and tools eg Azure DevOps, ServiceNow Good communication and problem-solving skills. What's in it for you At Accenture in addition to a competitive basic salary, you will also?have an extensive benefits package which includes up to 30 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for. About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their

SecOps Engineer - Central London Up to 70,000 PA Well-established and highly profitable construction engineering business is seeking an experienced SecOps Engineer to join them on a permanent basis. This is a critical leadership role within an organisation undergoing significant digital transformation, with ambitious growth and acquisition plans driving demand for scalable, standardised and efficient business applications. This role is ideal for a proactive security professional with strong technical expertise across application, network and infrastructure security. You will play a key part in implementing security controls, mitigating risk and contributing to the continuous improvement of the company's overall security posture. Responsibilities: Monitor security tools including SIEM (QRadar) and respond to threat detection alerts Triage, analyse and prioritise security (via ServiceNow) Investigate root causes of security issues and design effective remediation solutions Oversee Patch Management Conduct vulnerability scans with Qualys, analyse results and prioritise remediation Document SecOps processes and create knowledge base articles in line with best practices Automate security tasks and toolchains using scripting (PowerShell, Batch, etc.) Collaborate with external SOC teams Prepare post-incident reports and root cause analyses Manage end-user device (EUD) security via MS Intune, Sophos and NinjaOne Schedule and assess vulnerability scans on critical infrastructure Maintain patching compliance for OS, Microsoft Office and third-party applications Support infrastructure teams to deploy systems, enhance security policies and manage security-driven changes Produce weekly security operations reports Manage Cisco Umbrella web filtering and SSL inspection policies Requirements: Previous hands-on experience in SecOps or Incident Response Recognised Security certifications such as Security+, CEH, or Microsoft security certifications Strong knowledge of Microsoft Windows OS security and hardening Working PowerShell scripting ability for automation tasks Solid understanding of cloud-native security across M365, Azure and AWS Experience with enterprise IT infrastructure Any experience with the following will be highly favoured: Strong experience with Qualys Exposure to Varonis Network security knowledge or relevant certifications (TCP/IP, VPNs, routing, segmentation) Experience working with ServiceNow Please note; this role is 4 days per week onsite initially (dropping to 3 once passed probation). Working hours are 08:00 - 17:00.

ServiceNow Developer (FSM & CMS Focus) Hybrid-Working Southampton (x2-3 days onsite working) 6-month contract Market Rates Outside IR35 The Opportunity: We are currently looking for an experienced ServiceNow Developer to be responsible for building, enhancing and supporting applications across the platform, with a particular focus on FSM and Service Portal/CMS. You ll be heavily involved with shaping how the platform evolves and will be working closely with stakeholders to deliver scalable, user-friendly solutions. Skills and Experience: Proven experience as a ServiceNow Developer Hands-on experience with FSM and Service Portal/CMS Strong scripting skills (JavaScript, AngularJS, HTML, CSS) Experience creating custom widgets and UI components Solid understanding of ITSM processes and ITIL best practices Confident in engaging stakeholders and owning end-to-end delivery ServiceNow Certified System Administrator (highly desirable) Any of: CAD, CIS-ITSM, CIS-FSM, CIS-CSM, CIS-HRSD Role and Responsibilities: Develop, configure and support ServiceNow FSM modules (Work Orders, Scheduling, Dispatch, Mobile) Build and enhance Service Portal/CMS pages, widgets and catalogue items Design workflows, business rules, client/server-side scripts and automations Build integrations using REST/SOAP APIs, Integration Hub, or MID Server Ensure platform stability, manage upgrades and follow development best practices Collaborate with stakeholders to understand needs and translate them into effective technical solutions Applications: Please contact James here at ISR to learn more about our client leading the way in developing the next generation of transport mobility through innovation and transformational technology?

Job Tittle : Head of Release Management / Director Location: London (Hybrid: 5 days in 10) Contract Length: 6 Months (with potential for permanent placement) Daily Rate: 885 (Inside IR35) Contract Type: Temporary Working Pattern: Full Time Join Us in Transforming Release Management! Our client, a leading player in the Financial Services sector, is on the lookout for an enthusiastic and dynamic Head of Release Management / Director to spearhead their innovative journey! This is an exciting opportunity to make a significant impact in a brand-new role focused on shaping release and environment management across EMEA. As the Head of Release Management, you will be at the forefront of defining and executing a strategic vision that enhances the quality and efficiency of release processes. You will be responsible for: Strategic Leadership: Developing a multi-year roadmap aligned with business objectives and regulatory standards. Governance & Compliance: Establishing frameworks and maintaining audit-ready controls that ensure safe and compliant releases. Collaboration: Partnering with Architecture, Engineering, Quality Assurance, and Software Development teams to drive a robust Continuous Delivery (CD) model. Team Building: Leading a high-performing team of release managers and coordinators, fostering a culture of collaboration and continuous improvement. What We're Looking For: Expertise: Extensive experience in release and environment management within regulated industries, particularly within financial services. Technical Acumen: Strong understanding of modern software architecture, CI/CD toolchains, and DevOps principles. Regulatory Knowledge: Familiarity with compliance requirements such as DORA, FCA/PRA, and ISO standards. Leadership Skills: Proven ability to drive large-scale cultural and technological change across diverse teams. Hands-On Experience: Proficiency with tools like Jenkins, Azure DevOps, GitLab, ServiceNow, Terraform, Ansible, and monitoring solutions such as Dynatrace and Splunk. Key Responsibilities: Oversee the end-to-end release lifecycle to ensure changes are delivered efficiently and securely. Define and enforce environment lifecycle policies to ensure stability and compliance. Monitor performance through established quality metrics and KPIs. Serve as the primary point of contact for auditors and provide evidence of compliance. Why Join Us? Impactful Role: This is a pivotal opportunity to redefine release practises in EMEA, allowing you to leave your mark on the organisation. Dynamic Environment: Work in a fast-paced, innovative environment where your ideas and leadership will be valued. Collaborative Culture: Join a team that champions collaboration, accountability, and continuous improvement. If you are ready to take on this exciting challenge and help shape the future of release management in a top-tier financial institution, we want to hear from you! Apply Now! Submit your application today and embark on a transformative journey with us in the world of Financial Services! This is your chance to lead, innovate, and make a difference. Note: Please be advised that this role requires a commitment to full-time hours and will involve some on-call and out-of-hours support for critical release and environment activities. We look forward to welcoming you to our team! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Technical Writer - SC cleared Akkodis are currently recruiting for an experienced Technical Writer with current security clearance. This is a unique opportunity to be at the forefront of major national initiatives, working within a high-impact, collaborative environment. The Role As a Technical Write you will be responsible for producing clear, accurate, and high-quality documentation while establishing and maintaining the knowledge management framework. This role supports delivery teams, customers, and bid activities by ensuring technical, operational, and procedural information is captured, standardised, and accessible. The role combines hands-on technical writing with ownership of knowledge management in ServiceNow, ensuring that knowledge articles, reusable assets, and lessons learned are available across ITSM and project delivery functions. Along with a highly competitive salary there is the flexibility of hybrid working and the opportunity to develop your skills with further training and development. The Responsibilities Produce technical documentation, including system specifications, solution designs, SOPs, release notes, and training material. Translate complex technical information into concise, audience-appropriate content. Maintain document templates and standards to ensure practice-wide consistency. Establish and manage a centralised knowledge repository. Work with Incident, Problem, and Change teams to ensure knowledge capture and reuse. Drive adoption of Knowledge-Centred Services (KCS) practices in ServiceNow. Capture, curate, and share lessons learned, best practices, and reusable collateral. Support bid teams by providing reusable knowledge assets and documentation for tenders and RFPs. Assist onboarding and training through documentation and knowledge resources. Collaborate with Software Engineering, Cloud Ops, Business Solutions, QA, and IT Operations teams to document processes and standards. Partner with project managers and leads to ensure compliance and quality in deliverables. Contribute to quality reviews and governance boards with documentation support The Requirements Strong technical writing skills for both technical and non-technical audiences. Exposure to ITIL-aligned environments, with knowledge of Incident, Problem, and Change processes. Prior experience supporting IT or digital transformation projects beneficial. Hands-on experience with ServiceNow Knowledge Management (setup, workflows, lifecycle management). Understanding of ITIL processes and their alignment with KM. Knowledge of cloud platforms (AWS/Azure) and enterprise IT solutions. Ability to standardise, simplify, and make complex content reusable across teams. If you are looking for an exciting new opportunity to join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology please apply now. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.

Data Analyst - 500 - 510 Per Day - London (Hybrid) - 4 Months - Financial Services Overview We are looking for a Data Analyst to join a leading financial services company. This role focuses on leveraging data to deliver actionable insights that drive strategic decisions. You will work closely with stakeholders to ensure data integrity and compliance within the ServiceNow platform, supporting operational efficiency and business transformation. Role & Responsibilities Analyse and interpret data to identify trends, risks, and opportunities. Develop and maintain dashboards, reports, and insights to support decision-making. Assist with configuration, validation, and remediation activities within the ServiceNow platform. Ensure data accuracy and compliance with organizational and regulatory standards. Collaborate with cross-functional teams to translate business requirements into data-driven solutions. Support continuous improvement initiatives and contribute to change management processes. Essential Skills & Experience Strong proficiency in data analysis and visualization tools (e.g., Power BI, Tableau). Experience with ServiceNow platform configuration and administration. Knowledge of data governance, compliance, and quality assurance principles. Ability to interpret complex datasets and present insights clearly to non-technical audiences. Familiarity with ITIL processes and change management frameworks is a plus. Excellent problem-solving skills and attention to detail. Rate & Duration 500 - 510 Per Day (PAYE Including on costs) Hybrid (London) 4 Months (Extensions extremely likely) Data Analyst - 500 - 510 Per Day - London (Hybrid) - 4 Months - Financial Services

Building a sustainable tomorrow What if your next job wasn t just another job? What if it brought more purpose, more growth, more balance and more time for what really matters? BAM is where you can do your best work on projects that improve people s lives. And it's also where you ll find the freedom to grow, the support to thrive, and the chance to shape your career on your terms. We are seeking an ICT Support Analyst to join our IT Services team to support the ever-growing needs of our business. This is a 6 month fixed term contract. This is full time position offering hybrid working with 3 days per week based at our Breakspear regional office in Hemel Hempstead and will require travel to support our projects within the South East region of the UK. Making Possible • Ensure timely response & resolution of customer incidents and service requests are carried out with business-agreed SLAs. • Maintain a high standard of customer service to deliver this support to our business. • Create, log, update, prioritise and resolve incidents or service requests. • Support and collaborate with colleagues, sharing workload and knowledge. • Work with the rest of IT Services on improvements to the services we provide. • Identify incidents that may lead to a Major Incident or Problem call using ITIL best practices. Your technical responsibilities will include: Providing 2nd line support in areas such as: • Office 365 administration and troubleshooting including MFA • Installation and diagnosis of company-approved software. • Supporting projects regional office and site print solutions. • Investigation and triage of network faults; notify Infrastructure when required. • Hardware & Software troubleshooting • Triage incidents and reassign them via agreed escalation paths as required. • Supporting JVs that are utilising BAM UK& I services. • Poly Video Conferencing via Teams Provisioning • Building laptops using Autopilot • Previous ITSM experience • Print devices, Uniflow, scanning • Strong network fundamentals including VPN troubleshooting. • Azure Entra ID/Active Directory Administration • Intune Administration • Knowledge Management creation and maintenance • Remote Control Tools • Server Fundamentals • SharePoint Proactive awareness and alerting of: • New software requests. • Security breaches. Your team This will be a hybrid role with 3 days per week based at our Fore regional office in Solihull and will require to support our projects in the Midlands region including eastern regions of the UK. Reporting to the IT Foundation Level 2 Support Team Lead your general responsibilities will include: • Supporting the day-to-day operations of the BAM IT Services (UK & Ireland) team by providing effective 2nd line support utilising What s in it for you? In addition to a competitive salary and benefits package, we provide continuing learning and development opportunities within a creative and considerate work environment. What do you bring to the role? • ITIL foundation qualification or good sound knowledge. • Experienced in Windows 10 and 11. • Understanding of MS Server 2016+ specifically Active Directory/Entra ID and folder permissions. • Office 365 experience would be beneficial. • Understanding of VPN, WAN and LAN plus diagnosing faults. • Strong focus on customer service with the ability to manage customer expectations, prioritise conflicting demands and resolve customer tasks via our AskIT ServiceNow system. • Highly motivated with a flexible approach. • A willingness to continually develop levels of knowledge. • Ability to support staff at different levels of ICT knowledge and experience. • Excellent time management and organisational skills with the ability to achieve results. • Full UK Driving license

Technical Writer - SC cleared Akkodis are currently recruiting for an experienced Technical Writer with current security clearance. This is a unique opportunity to be at the forefront of major national initiatives, working within a high-impact, collaborative environment. The Role As a Technical Write you will be responsible for producing clear, accurate, and high-quality documentation while establishing and maintaining the knowledge management framework. This role supports delivery teams, customers, and bid activities by ensuring technical, operational, and procedural information is captured, standardised, and accessible. The role combines hands-on technical writing with ownership of knowledge management in ServiceNow, ensuring that knowledge articles, reusable assets, and lessons learned are available across ITSM and project delivery functions. Along with a highly competitive salary there is the flexibility of hybrid working and the opportunity to develop your skills with further training and development. The Responsibilities Produce technical documentation, including system specifications, solution designs, SOPs, release notes, and training material. Translate complex technical information into concise, audience-appropriate content. Maintain document templates and standards to ensure practice-wide consistency. Establish and manage a centralised knowledge repository. Work with Incident, Problem, and Change teams to ensure knowledge capture and reuse. Drive adoption of Knowledge-Centred Services (KCS) practices in ServiceNow. Capture, curate, and share lessons learned, best practices, and reusable collateral. Support bid teams by providing reusable knowledge assets and documentation for tenders and RFPs. Assist onboarding and training through documentation and knowledge resources. Collaborate with Software Engineering, Cloud Ops, Business Solutions, QA, and IT Operations teams to document processes and standards. Partner with project managers and leads to ensure compliance and quality in deliverables. Contribute to quality reviews and governance boards with documentation support The Requirements Strong technical writing skills for both technical and non-technical audiences. Exposure to ITIL-aligned environments, with knowledge of Incident, Problem, and Change processes. Prior experience supporting IT or digital transformation projects beneficial. Hands-on experience with ServiceNow Knowledge Management (setup, workflows, lifecycle management). Understanding of ITIL processes and their alignment with KM. Knowledge of cloud platforms (AWS/Azure) and enterprise IT solutions. Ability to standardise, simplify, and make complex content reusable across teams. If you are looking for an exciting new opportunity to join a dynamic environment that values continuous learning and global collaboration, where you can make a meaningful impact through innovative projects that shape the future of technology please apply now. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.

Role Title: Lead Automation Test Engineer Duration: contract to run until 30/11/2026 Location: Sheffield, Hybrid 3 days per week onsite Rate: up to 482.30 p/d Umbrella inside IR35 Role purpose / summary This role is predominantly required to fulfil the role of Automation test lead, with occasional manual testing where required Solid experience of at least 5 years in the use of automation tooling and framework creation especially with Java and SQL Excellent verbal and written communications skills and stakeholder engagement at all levels Able to develop and execute test plans, test cases, test data, test scenarios, and other testing related plans and documentation based on the requirements and technical specifications Plan, develop, execute, maintain and improve Automated Test Frameworks and Automated Test Scripts for Web and Database applications Proven experience in writing automated test scripts using JavaScript Experience of using automation tools such as Selenium web driver IO (WDIO) / Cucumber etc, Selenium for UI testing and RestAssured for API testing Experience of test tool selection/recommendations based on assessment of the environment/landscape. Experience in defining a comprehensive performance test strategy that fully defines the approach, environment, scope, risks and resources required. Experience of delivering within both an Agile and Waterfall methodology. Jenkins pipeline creation and management for running automated tests, generating reports and notifying team about test results to streamline the CI/CD process. Web UI Testing Database comparison test experience Experience testing in cloud environments such as AWS, Azure, GCP, Ali Cloud Extensive experience using JIRA and Xephyr tooling Accurately report and track testing related defects and issues, by writing or automating, effective and thorough bug reports, attend triage meetings and verify bug fixes Identify process and application issues and provide suggestions to improve Learn new technologies and adapt to them as needed Identify and deploy automation solutions based on changing project needs Strong manual test execution experience Identification and collating test entry and exit criteria Good experience of executing defined test plans including coordination, tracking and reporting Positive team player working as part of the overall test team, both manual and automated Test case review/QA for coverage and traceability to requirements/design Liaison with business areas/technical leads re SIT/OAT/UAT scenario definitions as required Analysis of design and other documents for testability Previous experience within Identity and Access Management- preferable Any exposure to SailPoint IdentityIQ, Identity warehousing, and working with protocols and formats for data ingestion such as SCIM, REST API, LDAP, OIDC and CSV Experience of testing graph database management systems (GDBMS) ServiceNow, AD, AWS, Azure integrations Testing functions and decision points As Code , such as Policy as code Experience of GitOps Repos API Testing, API Gateway testing, Batch ETL testing Team Leadership & Management - Proven ability to lead, mentor, and manage other engineers within the team DevOps & CI/CD Integration - Ability to integrate automation tests into GitLab CI/CD pipelines and implement shift-left testing practices Pub Sub and MQ GCP (Cloud) testing approaches and methodology. SaaS Testing Process Improvement - Establish performance testing standards, best practices, and governance frameworks across the organization Skill set ideally including several of: Java, Cypher, Python, JavaScript, PHP, .NET, Go, SQL Server, MySQL API QMetry Test Rail BDD/TDD Jenkins Postman Insomnia All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

Role Title: Automation Test Developer Duration: contract to run until 30/11/2026 Location: Sheffield, Hybrid 3 days per week onsite Rate: up to 383.03 p/d Umbrella inside IR35 Role purpose / summary This role is predominantly required to fulfil the role of Automation test engineer, with occasional manual testing where required Solid experience of at least 3 years in the use of automation tooling and framework creation especially with Java and SQL Excellent verbal and written communications skills and stakeholder engagement at all levels Able to develop and execute test plans, test cases, test data, test scenarios, and other testing related plans and documentation based on the requirements and technical specifications Plan, develop, execute, maintain and improve Automated Test Frameworks and Automated Test Scripts for Web and Database applications Proven experience in writing automated test scripts using JavaScript Experience of using automation tools such as Selenium web driver IO (WDIO) / Cucumber etc, Selenium for UI testing and RestAssured for API testing Jenkins pipeline creation and management for running automated tests, generating reports and notifying team about test results to streamline the CI/CD process. Web UI Testing Database comparison test experience Experience testing in cloud environments such as AWS, Azure, GCP, Ali Cloud Solid experience using JIRA and Xephyr tooling Accurately report and track testing related defects and issues, by writing or automating, effective and thorough bug reports, attend triage meetings and verify bug fixes Identify process and application issues and provide suggestions to improve Learn new technologies and adapt to them as needed Identify and deploy automation solutions based on changing project needs Strong manual test execution experience Identification and collating test entry and exit criteria Good experience of executing defined test plans including coordination, tracking and reporting Positive team player working as part of the overall test team, both manual and automated Test case review/QA for coverage and traceability to requirements/design Liaison with business areas/technical leads re SIT/OAT/UAT scenario definitions as required Analysis of design and other documents for testability Previous experience within Identity and Access Management- preferable Any exposure to SailPoint IdentityIQ, Identity warehousing, and working with protocols and formats for data ingestion such as SCIM, REST API, LDAP, OIDC and CSV Experience of testing graph database management systems (GDBMS) ServiceNow, AD, AWS, Azure integrations Testing functions and decision points As Code , such as Policy as code Experience of GitOps Repos API Testing, API Gateway testing, Batch ETL testing Proven ability to mentor other engineers within the team DevOps & CI/CD Integration - Ability to integrate automation tests into GitLab CI/CD pipelines and implement shift-left testing practices Pub Sub and MQ GCP (Cloud) testing approaches and methodology. SaaS Testing Skill set ideally including several of: Java, Cypher, Python, JavaScript, PHP, .NET, Go, SQL Server, MySQL API QMetry Test Rail BDD/TDD Jenkins Postman Insomnia" All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.

Job Title: WFM Manager / Snr Manager ( WFM Optimization Architect) Department: Ops -Workforce Management Travel Required : May be required to travel as per Business requirements. Reports to : Director of WFM Location: Remote (UK) Contract Type: Permanent Grade: C2 / C3 Job Summary / Overview As a Manager/ Snr Manager you will be the driving force on leading our WFM Optimization suite and processes, you will be responsible for designing, implementing, and continuously improving workforce management processes and infrastructure. This role leads a team of WFM Architects and collaborates closely with WFM resources and business departmental stakeholders to ensure delivery of excellence aligned with the TP BEST WFM framework, and TP Standards of delivering Workforce Management end to end Services . The position drives optimization, scalability, and innovation across forecasting, scheduling, and real-time management functions, and all key operational, technical, and strategic playgrounds to closely collaborate as an individual and as a function Key Responsibilities and Accountabilities ( Responsibilities to include but not be limited the following) Job Description :- ( Not limited to) Lead, mentor, and develop a team of WFM Architect overseeing the management and support for UK and Ireland mainly, and other TP Geo's as per business needs. Foster collaboration, knowledge sharing, and innovation across the WFM function. Architect end-to-end WFM processes (forecasting, scheduling, real-time management). Identify and implement optimization opportunities to improve efficiency and accuracy. Ensure processes align with TP BEST WFM framework standards. Oversee the design and deployment of WFM systems, tools, and integrations and champion conversions surrounding set up/ stand up of NICE, IEX, ACD's and Integrations processes. Partner with IT and vendor teams to ensure robust infrastructure delivery. Maintain governance and compliance across WFM platforms Work closely with WFM resources, operations leaders, and business stakeholders. Translate business requirements into scalable WFM solutions. Act as the subject matter expert for WFM optimization initiatives. Own delivery of WFM KPIs (forecast accuracy, schedule efficiency, adherence). Provide insights and recommendations to senior leadership. Drive continuous improvement through data-driven decision-making. Build and Maintainence of :- SQI & Central Planning: Seating capacity overview, dynamic floor plans, and utilization summaries. Technical Support: Full transfer of system knowledge, team relationships, user and system administration, along with all required audits (CCMS, skills, base code, schedules, shifts, attrition, headcount, holidays, and waitlists). WFM Optimization Suite: Framework, deviation model, agent and forecast import builders, and all supporting tools. IEX Administration: NICE relationship management, ServiceNow processes, SmartSyncs, and overall system administration. TPS Migration: Current progress, next steps, and completion strategy. Game Plan & Training Library: BEST framework, process documents, planner, and the full training library. Required Skills & Competencies Technical Expertise : Deep knowledge of WFM systems (e.g., NICE, Verint, Genesys, Teleopti) etc Analytical Skills : Strong ability to interpret data, identify trends, and propose solutions. Leadership : Proven experience managing WFM teams and driving organizational change. Project Management : Skilled in leading complex initiatives, with PMP/Lean Six Sigma preferred. Communication : Excellent stakeholder management and presentation skills. Strategic Thinking : Ability to align WFM processes with long-term business goals. Preferred Qualifications 7+ years in Workforce Management, with at least 3 years in an architectural or optimization role. Knowledge, and Championing the usage of WFM Systems like NICE, Genesys and its Integration, Anaplan, Tableau, Knowledge of SQI, VBI and Power BI tools, and processes are preferred. Experience closely working or leading teams of WFM professionals (forecasters, schedulers, real-time analysts). Demonstrated success in delivering WFM infrastructure projects. Familiarity with TP BEST WFM framework or similar global standards. Bachelor's degree in Business, Operations, or related field.