IT Support BI Lead

Location: Remote
Duration: 12-month contract (with potential to move perm)
Start Date: ASAP

About the Company
Our client is a leading IT and digital solutions provider, specialising in supply chain optimisation for the Life Sciences sector.

Role Overview
We are seeking an IT Support BI Lead to take ownership of our client's BI support tower, managing a team of analysts to deliver high-quality support and continuous improvement for Business Intelligence systems. This is a hands-on leadership role overseeing service levels, governance, escalation management, and the smooth operation of BI-related incident, problem, and change processes. The successful candidate will bring both strong people leadership skills and technical capability across BI platforms, with an understanding of SAP/WMS and related analytics tools.

Key Responsibilities

• Own and manage the BI support tower, ensuring effective delivery of services.
• Lead, mentor, and develop a team of support analysts.
• Govern SLAs, quality metrics, and support processes to maintain high service standards.
• Act as the escalation point for complex or high-priority BI incidents.
• Oversee ITSM processes including incident, problem, and change management.
• Collaborate with cross-functional teams to resolve issues and drive improvements.
• Support Power BI usage, performance, and troubleshooting, including liaison with reporting teams.
• Maintain awareness of Databricks functionality to assist in escalations and investigations.
• Provide guidance on SAP/WMS support within the logistics domain.
• Produce and present regular operational and performance reports to stakeholders.

Key Requirements

• 5+ years' experience in IT support roles, with at least 2 years in a leadership or team management capacity.
• Proven experience managing ITSM processes (incident, problem, change).
• Strong leadership skills with the ability to motivate and develop high-performing teams.
• Experience governing SLAs and quality metrics in a support environment.
• Solid working knowledge of Power BI (report usage, performance, troubleshooting).
• Awareness of Databricks and its role in analytics platforms.
• Experience in SAP/WMS, ideally within the logistics or supply chain domain.
• Strong stakeholder management and communication skills.
• English required, second European language highly desirable.

About Korn Ferry

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit our website