Field Support Lead

Are you looking to accelerate your professional development, build a brilliant career, and thrive in a highly supportive team? Join Inchcape Digital part of Inchcape’s global network. You’ll play a key part in delivering great experiences for our customers and colleagues. With lots of interesting opportunities and challenges for you to explore that will take us, and your progression, to the next level. We are looking for a Field Support Lead for Europe & Africa (EU & AF) to drive operational excellence across our Digital Workplace services. This role plays a critical part in ensuring reliable, secure, and efficient IT support operations while enhancing end-user experience across the region. As a strategic partner to global and regional teams, you will bridge business needs with IT execution — championing service quality, continuous improvement, and technology adoption. What you’ll do Lead onsite and remote support operations, ensuring SLA compliance and service excellence Build a performance-driven, data-led support culture across Europe & Africa Optimize Digital Workplace tools (Microsoft 365, Teams Rooms, collaboration platforms) Drive user adoption, training, and enablement initiatives Identify user pain points and translate them into improvements and automation opportunities Ensure compliance with ITGC, cybersecurity, and InControl Standards (ICS) Support audits, risk assessments, and governance documentation Oversee end-user device lifecycle (deployment, maintenance, disposal, asset tracking) Generate insights and reports to support decision-making and continuous improvement Collaborate with Local IT, global teams, and vendors to deliver consistent service standards About you Bachelor’s degree in IT, Computer Science, Engineering, or related field Strong experience in IT Service Management (ITIL-based environment) Hands-on experience with ITSM tools (ServiceNow, ManageEngine, or similar) Solid knowledge of Microsoft 365, Azure, Active Directory, and enterprise IT environments Experience in incident, problem, and change management Familiarity with ITGC, NIST, ISO 27001, or similar frameworks ITIL v4 certification is highly preferred PMP, PRINCE2, Agile, or similar certifications are a plus We offer you Learning & Development : Access leading learning platforms with tailored pathways for every role, including technical and leadership training and certifications. Career Growth: Receive ongoing career support, regular performance reviews, and opportunities for promotion, with access to senior leadership for guidance and mentorship . Skills Advancement : Continuously upgrade your expertise through training in the latest technologies and industry advancements. Flexible Work: Benefit from hybrid or remote work arrangements, with a remote work bonus to recognise your contribution. Health & Wellbeing: Enjoy Health Maintenance Organization HMO coverage with free dependent inclusion and life insurance for added peace of mind. Special Leave: Celebrate your birthday with a dedicated day off just for you. Work Tools: Get the equipment you need to perform your role effectively. Opportunity for everyone Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. About us Our diverse global team of over 16,000 talented colleagues foster an inclusive and collaborative culture, delivering a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, driving the transformation of our industry and redefining tomorrow. Find out more www.inchcape.com Inchcape’s Digital Delivery Centres drive innovation, empowering global mobility through advanced technology solutions. Our teams deliver impactful digital systems, ensuring long-term business success with world-class operations at scale. Learn more about us here. Additional information request Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role