About Us
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. More information is available at www.sophos.com.
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.
- ITIL Foundation V3 certification.
- Experience level agreement implementation.
- Power BI understanding and experience.
Desirable:
#B2
#LI-Remote
#LI-JP1
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
