Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K.
Role Summary
The IT Change & Adoption Engineer will be responsible for driving experience improvements across the Sophos business. You will input and drive employee communications, champion best practice and adoption of process, tools and services, host virtual and onsite sessions with end users to enhance self-service enablement and improving the consumption of our key services including Zoom, Teams, Atlassian and our ITSM tooling.[RK1] You will be responsible for assessing the impact of change to support continual transformation of services and drive a best-in-class experience, influencing our IT products and offerings.
What You Will Do
• Own relationships with internal and external resolving teams
• Host end user focus groups to gather key insights and actions
• End to end ownership of improvement actions related to IT service experience
• Develop and implement key metrics to identify user experience improvement opportunities
• Design, develop and implement performance metrics and dashboards
• Document and design the end user journey, identifying service improvement opportunities
• Build and deploy end user communications to drive technology and process adoption
• Develop business cases including investment, return and benefit for tooling, process and training
• Present analysis of volumes, identified trends and action items
• Participate in regular workshops to identify improvement opportunities
• Drive best practice tooling, process and functionality aligned to industry best practice offerings
• Collaborate with IT teams including service owners, process/knowledge teams and facilitate best practice adoption
• Identification of automation opportunities and collaboration with engineering teams to assess, design and implement
What You Will Bring
• Organisation change management experience.
• ITIL exposure and experience.
• IT service management experience across the incident, problem and change process.
• Customer satisfaction champion. In-depth knowledge of influences and improvement opportunities.
• SLA and KPI management and the relationship to the user experience.
• Automation platforms including Power Platform, RPA and ITSM integration.
• Process ownership and improvement.
• Management of the end user journey and IT contact channel improvements.
Desirable:
• ITIL Foundation V3 certification.
• Experience level agreement implementation.
• Power BI understanding and experience.