IT Digital Adoption & Enablement Lead

Our client a global leader in advanced engineering and technology solutions are now looking for an IT Enablement & Adoption Lead. This position would see you responsible for ensuring that IT tools, services, and platforms are effectively adopted, understood, and embedded across the organisation.

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 Training & Capability Development:
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 plansAutomation Adoption & Productivity Improvement:
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 workingIT Hub, Knowledge & Communications:

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‑centredStakeholder Engagement
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 loopsPerformance & Continuous Improvement
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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