Service & Enablement Lead
About Ecology Group
Ecology Group is building a best-in-class environmental consultancy platform that unites expert, values-driven teams to deliver service excellence and lasting positive impact. Founded with a vision to create a market-leading presence in multi-disciplinary environmental services, we are guided by a clear purpose: supporting sustainable change through high-value projects and client-focused solutions.
Our approach combines deep technical expertise with strategic investment in people and technology. We bring together highly skilled professionals and foster their growth, creating a team driven by expertise and passion. Simultaneously, we are making significant investments in advanced technology – including AI, drones, sensors, and digital project management systems – to enhance efficiency and deliver superior outcomes for clients and the environment.
By combining talent and innovation, we provide high-value consultancy solutions that tackle complex environmental challenges, foster collaboration across disciplines, and generate measurable, positive impacts on both society and nature.
Ecology Group is backed by Ansor, a fast-growing, entrepreneurial, non-traditional private equity firm that builds market leading growth businesses. Ansor uses a ‘buy and build’ approach focused on creating innovative market leading businesses through the combination of successful smaller businesses and organic growth.
Role Overview
The Service & Enablement Lead ensures employees across the Group get maximum value from technology and AI through effective onboarding, training, support coordination and continuous improvement.
The role connects end users, technology suppliers and the Group Technology team. It drives adoption of standard platforms and approved AI tools, improves the employee technology experience and ensures recurring problems are resolved at source.
This is not a traditional IT support management role. Success is measured through user satisfaction, safe and effective adoption, improved confidence and a sustained reduction in avoidable support demand.
All flexible working options considered.
Reporting line: Technology Director
Key Responsibilities
User Enablement & Adoption
- Own the end-user experience for Group technology platforms, digital services and approved AI tools.
- Develop and maintain user guides, knowledge articles, quick-reference materials, FAQs, videos and training content.
- Design and deliver technology and AI onboarding for new starters and colleagues moving into new roles.
- Coordinate communications and change activities for new technology and AI capabilities.
- Drive adoption of core Group platforms including Microsoft 365, SharePoint, Scoro, Sage Intacct, Power BI, Copilot and other strategic systems.
- Use adoption, feedback and service data to identify opportunities to improve utilisation and business value.
AI Enablement & Responsible Use
- Build practical AI confidence through role-based guidance, demonstrations, use cases and hands-on learning.
- Help teams identify useful, repeatable opportunities to apply AI to everyday work and share proven practices across the Group.
- Promote responsible use of AI in line with Group policies, including appropriate handling of company, client and personal information.
- Reinforce human review, accuracy checking and clear ownership when AI is used to support business outputs.
- Gather feedback on AI tools and use cases, escalating risks, limitations and improvement opportunities to the Group Technology team.
- Support adoption measurement so that AI activity is linked to improved quality, consistency, efficiency or user experience.
Training & Continuous Learning
- Create and maintain a structured technology and AI learning framework.
- Deliver workshops, webinars, drop-in sessions and awareness activities for employees.
- Develop role-based learning tailored to different business functions and levels of digital confidence.
- Support system and AI rollouts through targeted enablement plans.
- Promote self-service support, digital confidence and safe experimentation
Service Coordination & Supplier Management
- Act as the primary coordination point between users and external support partners.
- Manage operational relationships with Cencom and other technology suppliers.
- Ensure incidents, requests and service issues are progressed effectively and resolved within agreed service levels.
- Monitor supplier performance, escalate critical issues and keep stakeholders informed.
- Ensure support arrangements evolve as AI-enabled services and automation are introduced..
Continuous Improvement & Problem Management
- Identify recurring support issues, user pain points and process inefficiencies.
- Analyse trends to determine root causes rather than repeatedly addressing symptoms.
- Work with internal teams and suppliers to implement permanent fixes and service improvements.
- Identify opportunities for safe automation and AI-assisted self-service, with appropriate controls and human oversight.
- Champion simplification, standardisation and continuous improvement across technology services.
User Experience & Feedback
- Gather and analyse user feedback on systems, AI tools, processes and services.
- Conduct surveys, feedback sessions and adoption reviews.
- Advocate for user needs during implementations and service changes.
- Ensure technology and AI-enabled solutions remain intuitive, effective, inclusive and aligned with business requirements.
Skills & Experience
Essential
- Experience in technology enablement, service management, training, change management or user adoption.
- Practical understanding of generative AI and the ability to help non-technical users apply it safely and effectively.
- Strong communication, facilitation and stakeholder management skills.
- Experience creating clear user documentation, learning materials and practical demonstrations.
- Ability to simplify complex technology and AI concepts for non-technical audiences.
- Experience working with external suppliers and service providers.
- Strong analytical and problem-solving ability, with a focus on continuous improvement and business outcomes.
Desirable
- Experience with Microsoft 365, SharePoint, Teams, Copilot and Copilot Studio.
- Experience supporting AI adoption, communities of practice or controlled experimentation.
- Awareness of AI governance, information protection, privacy and the importance of human oversight.
- Experience with project management, professional services or ERP platforms.
- Knowledge of ITIL service management principles.
- Experience in a multi-site or multi-business organisation and in technology transformation programmes.
