At a Glance
- Tasks: Lead the implementation of Freshservice and Freshdesk to optimise service management processes.
- Company: Fast-growing, PE-backed organisation based in central London.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Work 4 days a week in the office with a focus on automation and operational excellence.
- Why this job: Make a real impact by transforming service management into a core operational function.
- Qualifications: Experience with Freshservice/Freshdesk, strong workflow configuration skills, and IT service management knowledge.
The predicted salary is between 60000 - 80000 £ per year.
Our client is a PE-backed, high-growth organisation with HQ in central London. As part of their drive to improve processes and create value, they are implementing Freshservice and Freshdesk as a Service Management solution, replacing various manual processes, supporting multiple business functions - (HR, Finance, Fleet etc.). Working alongside the Head of Automation and a specialist implementation consultant, this position owns both platforms end-to-end, ensuring they become core operational infrastructure rather than ticketing tools. The working pattern is 4 days per week in the office. Visa sponsorship is not available.
Key responsibilities:
- Platform ownership & strategy - own roadmaps, feature adoption & continuous improvement. Act as decision maker for platform configuration & governance.
- Process design & optimisation - translate requirements to scalable service processes, standardise and document, ensure processes are measurable and auditable.
- Operational excellence - driving service management change & adoption, including owning platform utilisation and ROI metrics.
What success looks like:
- The business can scale service volumes & complexity without proportional growth in central support functions.
- Internal teams rely on automated workflows, self-service and knowledge bases.
- Customer-facing teams demonstrably improve service quality and consistency.
- Automation and knowledge management replace ad-hoc processes and tribal knowledge.
- Freshservice and Freshdesk are viewed as core operational infrastructure.
Required skills & experience:
- Strong experience configuring workflows, automations, SLAs and service catalogues.
- Solid understanding of ITSEM/service management principles.
- Ability to work autonomously & take ownership.
- Experience working across internal and customer facing teams.
- Experience of Freshservice and/or Freshdesk.
- Experience rolling out service platforms across multiple teams.
- Experience of integrating service tools with other systems.
- Familiarity with AI-driven service capabilities.
- Experience defining and reporting on operational KPIs.
Service Management Automation Lead (Freshservice/Freshdesk) in London employer: Ethos BeathChapman
Our client is an exceptional employer, offering a dynamic work environment in the heart of central London, where innovation and collaboration thrive. With a strong focus on employee growth, they provide opportunities for professional development and the chance to lead transformative projects that enhance operational efficiency across various business functions. The company fosters a supportive culture that values autonomy and encourages team members to take ownership of their roles, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Automation Lead (Freshservice/Freshdesk) in London
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges Ethos BeathChapman might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to Ethos BeathChapman
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We think you need these skills to ace Service Management Automation Lead (Freshservice/Freshdesk) in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ethos BeathChapman.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ethos BeathChapman. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ethos BeathChapman
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
