2751 Human Resources jobs in London

Job Description:

The Executive Collaboration Services (ECS) Regional Service Manager is a senior, customer-facing role responsible for driving executive effectiveness through strategic digital support across all Mars segments, based in the EU. As the counterpart to the US-based ECS lead, this role will build trusted relationships with senior leadership, acting as both a consultative advisor and a digital strategist.

The ECS team is evolving beyond its legacy perception as a reactive "break-fix" support function. This role is critical in executing and advancing that transformation in the EU region, elevating ECS to be seen as a proactive, strategic partner that enables leaders to focus on what they do best. While break-fix support remains a component, the primary focus is on delivering greater value through technical consultancy, innovation, and executive engagement.

This leader will manage a small team of 2–3 ECS Leads, providing guidance, coaching, and direction to enhance the quality and impact of services provided. In collaboration with internal teams across Mars Digital Technologies, Corporate Affairs, and Office Services, this role ensures seamless service delivery and drives continuous improvement across executive-facing experiences.

• Bachelor’s degree in information technology, Engineering, Communications, or related discipline OR equivalent professional experience. Master’s degree or recognised certifications (ITIL Foundation, PMP, Microsoft 365) strongly preferred.

• Office-based in one of our EU or UK Digital hubs (Brussels, Paddington, or similar). Willing to travel 10–20 % across Europe, plus 1–2 global trips per year.

• 5-7 years of experience in a management or supervisory role. 5 years in customer-facing IT support or digital consultancy, including 3+ years directly supporting C-suite or senior VPs in a large, multinational environment.

• Demonstrated experience coaching or managing small technical teams and leading cross-functional project work.

• Proven ability to influence, negotiate, and communicate with senior stakeholders, adjusting approach for cultural and situational nuance.

• Fluent English (written & verbal). Proficiency in at least one additional EU language (e.g., French, German, Dutch, Spanish) is an advantage.

• Minimum 5 years providing customer-facing end-user IT support, with preference to candidates who have experience supporting executives and senior leaders in large organisations.

• Proven ability to read the room, calibrate communication style, and influence outcomes with board‑level stakeholders.

• Organizationally and cross‑culturally savvy; adept at leveraging global networks to mobilise resources and deliver complex initiatives.

• Track record of spotting white‑space opportunities and delivering innovations that boost executive productivity or reduce event risk (cite examples or metrics).

• Intermediate proficiency in supporting end-user technologies in large global organisations (OS and application support, enterprise deployment, security and identity platforms).

• Intermediate proficiency in the understanding of the design and support of audio-visual technologies utilised in corporate meeting spaces (hybrid meeting scenarios, including event-based deployments).

• Advanced proficiency with the Microsoft 365 productivity platform required (Teams, OneDrive, SharePoint, Outlook, PowerPoint, Word, Excel, Viva).

• Knowledge and experience in IT Service Management methodologies is an asset (eg. ITIL).

• Intermediate proficiency utilising Microsoft Teams (or similar) as a broadcast or advanced meeting platform is preferred.

• Experience in broadcasting, streaming, and videography is an asset.

• Experience with Adobe suite of creative applications (Photoshop, Premiere), or similar platforms is an asset.

• Experience in corporate communications, event management or related fields is an asset.

• Build strong, trust-based relationships with executive stakeholders across the Pet and Food segments, positioning ECS as a strategic partner and enabler of executive effectiveness.
• Lead the execution of the updated ECS strategy in the EU region, with a focus on elevating ECS from tactical support to high-value digital consultancy.
• Act as a key advisor on digital productivity, collaboration best practices, hybrid meetings and events, device strategy, executive digital experience, and information security.
• Identify and lead both immediate and long-term technology initiatives to enhance executive digital capability, serving as project manager for delivery and adoption.
• Champion the voice of the executive customer within Mars Digital Technologies, advocating for service delivery improvements through partnership with internal support teams.
• Collaborate closely with Corporate Affairs to support executive communications, including live broadcasts, recorded content, and leadership summits, ensuring engaging, seamless experiences.
• Lead the technical planning and delivery of high-profile events, advising on creative and technical enhancements and coordinating efforts across functions.
• Provide executive IT support as needed for high-impact or coverage-related scenarios, modelling service excellence while mentoring and developing ECS Leads.
• Contribute to the ongoing evolution of the ECS strategy by identifying regional innovation opportunities and recommending improvements that enhance service value and perception.

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose-driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry-competitive salary and benefits package, including a company bonus.

#TBDDT

Job Description:

The Executive Collaboration Services (ECS) Regional Service Manager is a senior, customer-facing role responsible for driving executive effectiveness through strategic digital support across all Mars segments, based in the EU. As the counterpart to the US-based ECS lead, this role will build trusted relationships with senior leadership, acting as both a consultative advisor and a digital strategist.

The ECS team is evolving beyond its legacy perception as a reactive "break-fix" support function. This role is critical in executing and advancing that transformation in the EU region, elevating ECS to be seen as a proactive, strategic partner that enables leaders to focus on what they do best. While break-fix support remains a component, the primary focus is on delivering greater value through technical consultancy, innovation, and executive engagement.

This leader will manage a small team of 2–3 ECS Leads, providing guidance, coaching, and direction to enhance the quality and impact of services provided. In collaboration with internal teams across Mars Digital Technologies, Corporate Affairs, and Office Services, this role ensures seamless service delivery and drives continuous improvement across executive-facing experiences.

• Bachelor’s degree in information technology, Engineering, Communications, or related discipline OR equivalent professional experience. Master’s degree or recognised certifications (ITIL Foundation, PMP, Microsoft 365) strongly preferred.

• Office-based in one of our EU or UK Digital hubs (Brussels, Paddington, or similar). Willing to travel 10–20 % across Europe, plus 1–2 global trips per year.

• 5-7 years of experience in a management or supervisory role. 5 years in customer-facing IT support or digital consultancy, including 3+ years directly supporting C-suite or senior VPs in a large, multinational environment.

• Demonstrated experience coaching or managing small technical teams and leading cross-functional project work.

• Proven ability to influence, negotiate, and communicate with senior stakeholders, adjusting approach for cultural and situational nuance.

• Fluent English (written & verbal). Proficiency in at least one additional EU language (e.g., French, German, Dutch, Spanish) is an advantage.

• Minimum 5 years providing customer-facing end-user IT support, with preference to candidates who have experience supporting executives and senior leaders in large organisations.

• Proven ability to read the room, calibrate communication style, and influence outcomes with board‑level stakeholders.

• Organizationally and cross‑culturally savvy; adept at leveraging global networks to mobilise resources and deliver complex initiatives.

• Track record of spotting white‑space opportunities and delivering innovations that boost executive productivity or reduce event risk (cite examples or metrics).

• Intermediate proficiency in supporting end-user technologies in large global organisations (OS and application support, enterprise deployment, security and identity platforms).

• Intermediate proficiency in the understanding of the design and support of audio-visual technologies utilised in corporate meeting spaces (hybrid meeting scenarios, including event-based deployments).

• Advanced proficiency with the Microsoft 365 productivity platform required (Teams, OneDrive, SharePoint, Outlook, PowerPoint, Word, Excel, Viva).

• Knowledge and experience in IT Service Management methodologies is an asset (eg. ITIL).

• Intermediate proficiency utilising Microsoft Teams (or similar) as a broadcast or advanced meeting platform is preferred.

• Experience in broadcasting, streaming, and videography is an asset.

• Experience with Adobe suite of creative applications (Photoshop, Premiere), or similar platforms is an asset.

• Experience in corporate communications, event management or related fields is an asset.

• Build strong, trust-based relationships with executive stakeholders across the Pet and Food segments, positioning ECS as a strategic partner and enabler of executive effectiveness.
• Lead the execution of the updated ECS strategy in the EU region, with a focus on elevating ECS from tactical support to high-value digital consultancy.
• Act as a key advisor on digital productivity, collaboration best practices, hybrid meetings and events, device strategy, executive digital experience, and information security.
• Identify and lead both immediate and long-term technology initiatives to enhance executive digital capability, serving as project manager for delivery and adoption.
• Champion the voice of the executive customer within Mars Digital Technologies, advocating for service delivery improvements through partnership with internal support teams.
• Collaborate closely with Corporate Affairs to support executive communications, including live broadcasts, recorded content, and leadership summits, ensuring engaging, seamless experiences.
• Lead the technical planning and delivery of high-profile events, advising on creative and technical enhancements and coordinating efforts across functions.
• Provide executive IT support as needed for high-impact or coverage-related scenarios, modelling service excellence while mentoring and developing ECS Leads.
• Contribute to the ongoing evolution of the ECS strategy by identifying regional innovation opportunities and recommending improvements that enhance service value and perception.

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose-driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry-competitive salary and benefits package, including a company bonus.

#TBDDT

Senior Service Desk Analyst (Europe) 
Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Senior Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. 

Reporting to the Senior Team Lead - Service Desk, this role serves as a senior escalation point within the Service Desk. You will provide advanced level 1 and level 2 support, including mentoring team members, managing after-hours requests, and handling complex incidents with a high level of professionalism. 

*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French* 

Key Responsibilities  

• Address advanced and complex incidents escalated by Service Desk Analysts, including troubleshooting via remote desktop 
• Ensure case ownership and coordinate support from internal teams as needed 
• Escalate unresolved incidents to appropriate leadership teams and follow through to resolution 
• Provide coverage during after-hours or Team Lead absences, assisting with escalations and call volumes 
• Mentor junior analysts, deliver training, and create advanced knowledge articles 
• Document case details thoroughly in ServiceNow, including impact and steps taken 
• Meet and exceed defined KPIs and CSat scores 
• Support internal customers 24/7/365 via assigned shift patterns 
• Maintain business continuity through after-hours and on-call support 
• Uphold Sysco's Code of Conduct and training objectives 
• Work independently in a remote environment 

Skills and Experience 

• Extensive Service Desk experience, with advanced ServiceNow ITSM usage 
• Proven ability to resolve complex technical issues 
• Fluent in English and French or Swedish (required) 
• Strong communication and interpersonal skills 
• Advanced troubleshooting, remote support, and mentoring skills 
• Comfortable working in high-pressure, escalated environments 
• Familiarity with VMware Workspace ONE Access or similar tools 

Education and Certifications 

• Demonstrated advanced IT knowledge and experience in a similar role 
• ITIL v4 or ITSM certification preferred 
• AWS certifications and Microsoft MCSE a plus 
• CompTIA A+ desirable 
• Proficient with Microsoft Office365 tools 

Service Desk Analyst
Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. 

Reporting to the Team Lead, Service Desk, this role acts as the first point of contact for internal Sysco users, offering level 1 support via phone, portal, chat, and handling non-critical escalations. You’ll log, troubleshoot, and resolve incidents or route them appropriately while maintaining high service quality and documentation. 

*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French* 

Key Responsibilities 

• Address and resolve non-major incidents and service requests, logging all activity in ServiceNow 
• Deliver excellent customer service and professional support 
• Escalate or reassign unresolved incidents to appropriate teams 
• Analyse and resolve hardware/software issues using standard tools and methods 
• Document case details clearly in ServiceNow, including steps taken and customer impact 
• Meet/exceed defined performance metrics including CSat and QA standards 
• Continuously build knowledge of company-specific products and services 
• Create/update knowledge articles to support First Call Resolution and self-service 
• Participate in after-hours and on-call rotations to ensure 24/7 support coverage 
• Complete training objectives and uphold Sysco’s Mission and Values 

Skills and Experience 

• Good experience in a Service Desk or similar IT support environment 
• Experience using ServiceNow ITSM workflows 
• Strong customer service, listening, and communication skills 
• Bilingual - English and French or Swedish (required) 
• Detail-oriented with solid judgment and initiative 
• Ability to troubleshoot and resolve technical issues independently 
• Knowledge of Microsoft Office365 and standard network tools 
• Ability to work remotely and as part of a team 
• Familiarity with ITIL principles 

Education and Certifications 

• Degree or equivalent experience preferred 
• ITIL V4 / ITSM certification preferred 
• AWS and Microsoft MCSE certifications are a plus 
• Proficient in Microsoft Office365 

Team Lead, Service Desk (Europe) 
Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. 

Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. 
 
*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French* 

Key Responsibilities 

• Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained 
• Analyse team performance to identify areas for coaching, improvement, and training 
• Mentor team members on career development plans, diversity and inclusion, and annual goal attainment 
• Conduct call audits and ticket reviews to maintain quality standards 
• Act as a customer liaison to resolve escalated issues 
• Participate in and lead training sessions for new hires and existing team members 
• Collaborate with other functional leads on process development and knowledge management 
• Act as escalation point for unresolved incidents and interdepartmental conflicts 
• Lead post-incident critiques to drive continuous improvement 
• Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness 
• Assist with special projects as assigned 

Skills and Experience 

• Extensive experience in a Service Desk or similar support environment 
• Proven leadership, negotiation, and conflict resolution skills 
• Exceptional customer support and interpersonal skills 
• Excellent verbal and written communication; superior phone etiquette 
• Bilingual – English and Swedish/French 
• Strong initiative, attention to detail, and judgment 
• Ability to multi-task and participate in flexible schedules/on-call rotations 
• Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools 
• Advanced troubleshooting skills and professional team collaboration 

Education and Certifications 

• Degree or equivalent experience preferred 
• IT Service Management (ITSMv3) certification preferred 
• Microsoft Certified Systems Engineer (MCSE) certification is a plus 

Senior Service Desk Analyst (Europe) 
Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Senior Service Desk Analyst to join the Service Desk team on a full-time, permanent basis. 

Reporting to the Senior Team Lead - Service Desk, this role serves as a senior escalation point within the Service Desk. You will provide advanced level 1 and level 2 support, including mentoring team members, managing after-hours requests, and handling complex incidents with a high level of professionalism. 

*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French* 

Key Responsibilities  

• Address advanced and complex incidents escalated by Service Desk Analysts, including troubleshooting via remote desktop 
• Ensure case ownership and coordinate support from internal teams as needed 
• Escalate unresolved incidents to appropriate leadership teams and follow through to resolution 
• Provide coverage during after-hours or Team Lead absences, assisting with escalations and call volumes 
• Mentor junior analysts, deliver training, and create advanced knowledge articles 
• Document case details thoroughly in ServiceNow, including impact and steps taken 
• Meet and exceed defined KPIs and CSat scores 
• Support internal customers 24/7/365 via assigned shift patterns 
• Maintain business continuity through after-hours and on-call support 
• Uphold Sysco's Code of Conduct and training objectives 
• Work independently in a remote environment 

Skills and Experience 

• Extensive Service Desk experience, with advanced ServiceNow ITSM usage 
• Proven ability to resolve complex technical issues 
• Fluent in English and French or Swedish (required) 
• Strong communication and interpersonal skills 
• Advanced troubleshooting, remote support, and mentoring skills 
• Comfortable working in high-pressure, escalated environments 
• Familiarity with VMware Workspace ONE Access or similar tools 

Education and Certifications 

• Demonstrated advanced IT knowledge and experience in a similar role 
• ITIL v4 or ITSM certification preferred 
• AWS certifications and Microsoft MCSE a plus 
• CompTIA A+ desirable 
• Proficient with Microsoft Office365 tools 

Team Lead, Service Desk (Europe) 
Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis. 

Reporting to the Manager, Service Desk, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement. 
 
*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French* 

Key Responsibilities 

• Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained 
• Analyse team performance to identify areas for coaching, improvement, and training 
• Mentor team members on career development plans, diversity and inclusion, and annual goal attainment 
• Conduct call audits and ticket reviews to maintain quality standards 
• Act as a customer liaison to resolve escalated issues 
• Participate in and lead training sessions for new hires and existing team members 
• Collaborate with other functional leads on process development and knowledge management 
• Act as escalation point for unresolved incidents and interdepartmental conflicts 
• Lead post-incident critiques to drive continuous improvement 
• Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness 
• Assist with special projects as assigned 

Skills and Experience 

• Extensive experience in a Service Desk or similar support environment 
• Proven leadership, negotiation, and conflict resolution skills 
• Exceptional customer support and interpersonal skills 
• Excellent verbal and written communication; superior phone etiquette 
• Bilingual – English and Swedish/French 
• Strong initiative, attention to detail, and judgment 
• Ability to multi-task and participate in flexible schedules/on-call rotations 
• Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools 
• Advanced troubleshooting skills and professional team collaboration 

Education and Certifications 

• Degree or equivalent experience preferred 
• IT Service Management (ITSMv3) certification preferred 
• Microsoft Certified Systems Engineer (MCSE) certification is a plus