IT Service Experience Lead - Hybrid in South East London

Celon is seeking a dynamic and User focused IT Service Experience Lead to join our growing team on a 6-month fixed-term contract, with an immediate start and the potential to extend.

Working as an extension of our clients teams, including some of the UKs largest organisations, this is a key role focused on engaging IT Users, tracking and measuring their experience, delivering accurate, timely and informative management reports, and driving continuous improvement in IT service delivery. Ensuring Users receive relevant and meaningful support throughout the entire service lifecycle.

The ideal candidate will bring a strong technical background, with a proven ability to build and maintain effective relationships across a wide range of stakeholders. You will be confident and articulate, capable of tracking performance, identifying key trends, and communicating insights clearly and effectively.

Key Responsibilities:

• Lead Service Review: Chair regular internal Service Reviews with departments, as a forum to capture Service Experience and Value of IT, documenting and tracking minutes and actions
• Measure Experience: Design, analyse and maintain Colleague Experience Surveys to build data-driven insights and drive Continual Service Improvement (CSI)
• Define XLAs: Collaborate with Head of IT Services to define and create Experience Level Agreements (XLAs), then communicate, publish and track measurable outcomes
• Reporting & Dashboards: Produce management dashboards and deliver accurate, timely, and insightful monthly reports using ITSM tools and Power BI.
• Incident & Complaint Tracking: Develop processes for monitoring, tracking, and responding to User complaints and service pain points, with insights feeding into improvement initiatives
• Engage & Communicate: Apply strong oral and written communication skills to represent IT in a user-friendly way translating technical language into clear, compelling messages for both technical and non-technical stakeholders
• Data Analysis: Analyse both quantitative and qualitative data using appropriate tools to provide clear insights that drive improvements in colleague experience across IT
• Service Culture: Foster and maintain a strong service-oriented culture within IT departments, showing personal initiative in promoting the colleague experience function both within and outside IT
• Champion Culture: Think creatively and actively promote collaboration, empathy and innovation across teams.
• Day-in-the-life Insight: Spend time with different teams including IT and business units to understand day-to-day challenges and user expectations.

Essential Skills, Knowledge and Experience:

• Proven IT and Customer Experience Expertise: Extensive experience in colleague-facing roles within IT or service management, with a passion for enhancing end-user satisfaction.
• Service Reporting: Advanced administrative skills using the Microsoft Suite (Word, Excel, PowerPoint), with the ability to produce high-quality reports and documentation
• Analytical Expertise: Proficiency with data analysis tools like PowerBI and a strong ability to interpret both qualitative and quantitative data into actionable insights.
• Stakeholder Management: Demonstrated success in engaging a diverse range of stakeholders across technical and non-technical teams. Skilled in facilitating discussions, presenting recommendations, and influencing cultural, procedural and functional change to drive colleague experience
• Communication: Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
• Self-Starter: Highly organised, proactive, and capable of managing priorities and time to meet tight deadlines.
• Personal & Professional: Tactful and approachable, with a strong, open and honest personality
• Team player: Collaborative and adaptable, able to work effectively as part of a wider team and draw on collective expertise to support organisational goals
• Certification: ITIL v4 Foundation certification (minimum requirement)

Benefits:

• Hybrid Working to support a better work-life balance.
• Continuous Professional Development is actively encouraged to maximise employee potential.
• Medical Insurance all employees are eligible for comprehensive private medical insurance cover that includes a Virtual GP Service.
• Pension Scheme to help employees plan for their future we offer a competitive pension scheme.