User Fulfilment Team Leader

About the role

Our colleagues in IT provide an efficient and dependable support service to all of our business areas. A crucial part of our support services, this team use their creative knowledge to design, develop and supportsystems and processes across all of our business areas.

We’re now looking for a

User Fulfilment Team Leader

to help us continue delivering a reliable, efficient and user-focused service across all IT equipment, access and fulfilment processes.

As the User Fulfilment Team Leader, you’ll lead the team responsible for ensuring the timely, secure and accurate delivery of IT equipment, services and user access across the organisation. You’ll oversee fulfilment workflows, monitor performance and drive improvements that enhance efficiency, accuracy and the overall user experience.

You’ll guide team members through coaching and development, ensure fulfilment standards and processes are followed, and collaborate closely with colleagues across IT Operations, the Service Desk, Infrastructure, Cyber Security and Business Systems teams.

This role blends service operations, people leadership and process improvement — all with a clear focus on providing an exceptional support experience to our colleagues.

About You

We’re looking for someone with strong operational experience, a people-focused leadership style and a proactive approach. You’ll need :

3–5 years’ experience in fulfilment, operations analysis, service delivery or customer operations roles.

Demonstrable team leadership experience within fulfilment or IT support environments.

Strong understanding of IT asset management, identity and access processes and lifecycle operations.

Ability to interpret and analyse fulfilment and performance data.

Knowledge of ITSM tools (e.g., ServiceNow, Ivanti, Freshservice).

Excellent organisational and communication skills.

Ability to coach and develop team members.

Strong problem-solving skills and a proactive mindset for process improvement.

Benefits

In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including :

30 days annual leave (including bank holidays)

Pension scheme (with up to 12% employer contributions)

Generous colleague discount rates across our family of businesses

Annual discretionary colleague bonus to reward you for your hard work

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