At a Glance
- Tasks: Own Freshservice and Freshdesk platforms, driving process design and optimisation.
- Company: Join a PE-backed, high-growth organisation headquartered in central London.
- Benefits: Enjoy a flexible working pattern of 4 days per week in the office.
- Other info: Visa sponsorship is not available for this role.
- Why this job: Lead the transformation of service management into core operational infrastructure.
- Qualifications: Strong experience with Freshservice/Freshdesk and ITSM principles required.
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) employer: Ethos BeathChapman
This high-growth organisation is based in central London and focuses on improving processes across multiple business functions. Employees benefit from a 4-day in-office work week, fostering collaboration and innovation within the team.
