This role bridges IT, the business, and end users. It focuses on delivering measurable value through training, knowledge sharing, adoption, communications and practical productivity improvements, rather than infrastructure delivery or pure service management.
Key Responsibilities
Adoption Strategy & Enablement:
- Develop and deliver an IT adoption strategy to maximise usage of IT tools and services
- Identify gaps in adoption and user experience across the organisation
- Work with business stakeholders to:
- Understand user needs
- Address barriers to adoption
- Drive behaviour change to ensure tools are used effectively in day-to-day work
- Design and own a structured IT training and enablement programme aligned to business and Service Desk needs
- Deliver a mix of:
- Instructor-led training
- Workshops (e.g. Automation, Copilot, M365 tools)
- Self-service learning content
- Build capability across:
- End users
- Service Desk analysts (L1/L2)
- Support ongoing initiatives like structured Service Desk training plans
- Lead the adoption of automation solutions across L1 & L2 Service Desk in IT
- Promote the benefits of automation including:
- Reduced manual effort
- Improved productivity
- Increased accuracy and faster delivery
- Partner with automation teams to:
- Identify high-value use cases for Service Desk
- Support rollout and user adoption
- Assist with awareness and training sessions aligned to initiatives
- Identify and promote practical productivity hacks, automation opportunities and smarter ways of working
- Own and develop the IT SharePoint / IT Hub as the central enablement platform
- Create and maintain:
- Knowledge articles
- How-to guides
- Short-form training content and videos
- Own and develop a Service Desk governance framework
- Partner with Business Communication teams to delivery IT updates:
- Produce regular IT newsletters, service updates and adoption campaigns that are concise, plain‑English and user‑centred
- Act as the primary interface between IT and business users for enablement initiatives
- Build relationships across departments to:
- Gather feedback
- Promote new tools and capabilities
- Drive engagement through:
- Drop-in sessions
- Champion networks
- Feedback loops
- Define and track adoption and enablement KPIs such as:
- Training participation and feedback
- Tool adoption rates
- Automation usage and benefits with the Service Desk team
- Use insights to:
- Refine training programmes
- Improve user experience
- Identify further Service Desk automation and improvement opportunities
- Continuously evolve the enablement approach based on user needs
Skills & Experience - Essential
- Experience in IT Service Delivery, ITSM, or Business Change
- Strong knowledge and experience using Microsoft 365 (SharePoint, Teams, Copilot, ChatGPT, Power Platform)
- Experience with automation tools (Power Automate, Power Apps, Power BI, Chatbots)
- Experience designing and delivering training or enablement programmes
- Experience creating digital learning content (guides, videos, training materials)
- Excellent communication and stakeholder engagement skills
- Ability to translate technical solutions into simple, practical user guidance
Skills & Experience - Desirable
- Knowledge of digital adoption frameworks
- Understanding of ITIL or Service Management practices
- Experience in international, defence, engineering or government‑adjacent organisations.
- Experience using analytics or feedback tools to measure adoption and engagement.
- Experience with ServiceNow, supporting enhancements and administration
- Relevant industry certifications (ITIL Service Management, Prince2)
The NRL Group connect global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.
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