Client Support Operations Lead

As the Client Support Operations Lead, you are responsible for owning, controlling, and enforcing how Client Support operates across Service Desk and Desktop Support.

You act as the control layer for Client Support, ensuring that identity lifecycle processes, access governance, and operational workflows are not only well designed, but consistently executed, governed, and adhered to across all teams and locations.

This role is accountable for ensuring that workflows in a controlled, predictable, and auditable way, reducing operational risk, eliminating inconsistency, and improving efficiency and user experience.

You do not deliver support directly. Instead, you ensure that support is delivered correctly, consistently, and in line with defined operational standards, with clear accountability and measurable outcomes.

• Define, standardize, and enforce operational workflows across Client Support, including:

  • Joiner, mover, leaver (JML) processes

  • Access request and approval workflows

  • Ticket handling standards and escalation criteria

• Ensure processes are clearly defined, documented, and consistently followed across Service Desk and Desktop Support.

• Actively monitor adherence to processes, challenging and correcting deviations where required.

• Remove ambiguity in how work is executed, ensuring clear ownership, accountability, and expected outcomes.

• Define and enforce access governance models, including role-based access control (RBAC) at a process level.

• Establish and control approval frameworks to ensure appropriate, auditable access decisions.

• Ensure access provisioning, modification, and removal is timely, accurate, and compliant with defined controls.

• Own and enforce access review and recertification processes.

• Ensure effective control of identity lifecycle processes, reducing risks such as orphaned, duplicate, or excessive access.

• Ensure consistent execution of processes across all teams, regions, and support layers.

• Reduce variation and enforce standardization across Service Desk and Desktop Support.

• Improve first-time resolution through clear workflows, structured escalation criteria, and process discipline.

• Identify and address control gaps, inefficiencies, and failure points within operational workflows.

• Define and own KPIs that measure operational control, efficiency, and risk reduction, including:

  • Timeliness and completeness of onboarding and access provisioning

  • Speed and accuracy of access revocation

  • Reduction of orphaned or excessive access

  • Reduction in rework, escalations, and process deviations

• Develop and maintain reporting frameworks and dashboards that provide clear visibility of performance and risk.

• Provide regular, outcome-focused reporting to leadership, highlighting trends, risks, and improvement actions.

• Use data to proactively identify control weaknesses and drive corrective action.

• Own and enforce the use of process documentation, including SOPs, policies, and knowledge base content.

• Ensure documentation is accurate, current, and consistently applied across teams.

• Ensure that operational knowledge is structured, accessible, and actively used in day-to-day execution.

• Drive continuous improvement of Client Support processes with a focus on control, efficiency, and scalability.

• Reduce manual effort, rework, and operational risk through standardization and automation.

• Improve user experience across onboarding, access management, and support interactions.

• Support the evolution of Client Support capability, enabling structured shift-left from higher support tiers.

• Work closely with:

  • Head of Service Experience to align on operational standards, priorities, and performance expectations

  • Service Management to ensure alignment with Incident, Problem, Change, and Request frameworks

  • Infrastructure & Application Support to ensure escalation paths are clear, appropriate, and consistently followed

  • IT Solutions to ensure new services are introduced with defined, supportable operational processes

• Ensure that Client Support processes:

  • Align with Service Management frameworks, without redefining them

  • Enforce how ticket handling and escalation are executed within Client Support

  • Do not extend into platform engineering, infrastructure ownership, or service design