Client Services Lead

LAB3 is a leading Professional & Managed Services Provider focused on empowering organizations leveraging Microsoft tech and automation in the Cloud, Modern Workplace, Security, Network, and Data space. We are looking for a Client Services Lead to work with our client to optimise their existing service management set-up to accommodate the specific requirements of a global cloud platform. Initial 6-month fixed term or daily rate contract. Depending on your experience, we may be able to accommodate permanent as well- so get in touch anyway!

The Role

• Service Desk Establishment: Design, build, and operationalise a cloud service desk capability that supports global platform operations, including tiered support models and escalation paths, by reviewing the existing service desk operations and adapting it to the global cloud platform.
• ITIL Process Framework: Define and implement ITIL-aligned service management processes for the cloud platform, including incident, problem, change, release, configuration, and service request management.
• ServiceNow Integration: Leverage existing ServiceNow ITSM platform to configure cloud-specific service catalogue items, CI taxonomy, workflows, and automation aligned with the global cloud platform architecture.
• Operating Model Alignment: Ensure the cloud service management model integrates the existing SIAM framework, shared responsibility boundaries and regional operating requirements.
• Knowledge and Enablement: Establish runbooks, knowledge base articles, and operational documentation to enable L1/L2 support teams to effectively manage cloud platform incidents and requests.

The ideal candidate

• Proven experience establishing cloud service desk functions for enterprise-scale Azure environments
• Strong working knowledge of ITIL 4 practices and their application to cloud-native and hybrid operating models
• Hands-on experience with ServiceNow ITSM, including CMDB design, service catalogue configuration, and change/release workflows
• Familiarity with Azure platform services, monitoring toolsets (e.g., Azure Monitor, Dynatrace), and infrastructure-as-code paradigms (Terraform)
• Experience operating within SIAM or multi-vendor service integration frameworks
• Strong stakeholder management skills with the ability to operate across regional teams and external partners
• Experience in global or multi-region organisations, preferably in manufacturing or heavy industry

What’s in it for you?

• Be part of a team that leverages modern technologies to solve real problems and provides top levels of customer satisfaction

• Work with a Microsoft Partner of the Year award winner with multiple specialisations

• Be supported by experienced peers and leaders that value technical expertise and encourage innovation, with clear career pathways and ongoing learning

• Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
• Take advantage of largely working from home in our remote/hybrid workplace and enjoy the flexibility to balance your life

• Thrive in a community with strong values #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore

Apply now, call or connect on LinkedIn for further information.