At a Glance
- Tasks: Enhance technology services and improve user experience in a dynamic support environment.
- Company: Join a forward-thinking tech company focused on service improvement.
- Benefits: Flexible hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on continuous improvement.
- Why this job: Make a real impact by driving technology improvements and enhancing user satisfaction.
- Qualifications: Experience in technology service management and strong ITIL knowledge required.
The predicted salary is between 40000 - 50000 £ per year.
Our client is seeking an experienced Desktop Service / Technology Service Improvement Manager to support a busy Technology support environment. The role is focused on supporting the organisations Technology service maturity, enhancing user experience and embedding sustainable improvements across service delivery, processes and supporting technology functions. The role will be predominantly remote, with attendance required at either the Glasgow or Edinburgh office to support stakeholder engagement, service reviews, workshops and delivery activity.
The Role
- Working with the Head of Technology, you will assess current service delivery practices, identify improvement opportunities and deliver measurable enhancements across Technology operations.
- You will support the evolution of a customer‑focused Technology function by improving processes, strengthening governance, enhancing reporting and ensuring services are aligned with ITIL principles and organisational needs.
Key Responsibilities & Deliverables
- Review and improve Technology service delivery processes, ensuring effective, consistent and customer‑focused support.
- Assess current Service Desk & Desktop operations and identify opportunities to improve efficiency, quality and user experience.
- Develop and implement service improvement plans covering incident management, service requests, problem management, change management, asset management and service transition.
- Improve service management processes and supporting toolsets to increase visibility, control and reporting capability.
- Establish, review and enhance KPI reporting to measure service performance, trends and improvement opportunities.
- Support the definition, monitoring and improvement of Service Level Agreements (SLAs), including internal and supplier performance measures.
- Review and improve operational procedures, knowledge articles, user guides and service documentation.
- Enhance the Technology knowledge base, FAQ resources and self‑service materials to improve user adoption and reduce avoidable support demand.
- Identify opportunities to simplify processes, improve decision‑making and increase operational resilience.
- Analyse service performance data, identify root causes and recommend practical solutions.
- Support continuous improvement initiatives across Technology services.
- Provide recommendations and progress updates to senior Technology stakeholders.
Service Delivery & Operational Improvement
- Support improvements across the Technology Service Desk & Desktop function, ensuring best practice approaches are embedded.
- Improve processes around incident, request, problem, change and service transition management.
- Support effective management of priority incidents, including improving escalation processes and communication approaches.
- Review current approaches to major incident management and identify opportunities to improve response, resolution and lessons learned.
- Improve communication of service status, planned changes, incidents and operational updates to the wider business.
- Support improvements to supplier management processes and third‑party service delivery.
Technology Improvement Activity
- Review and improve technology processes relating to user onboarding, access management, identity and authentication.
- Support improvements to Joiner, Mover and Leaver processes.
- Improve asset management processes and accuracy of technology asset records.
- Identify opportunities to enhance the use of technology platforms, tools and systems.
- Support the transition of new systems, processes and ways of working into operational services.
- Promote adoption of improved technology practices across the organisation.
Skills & Experience Required
- The successful candidate will have strong experience delivering Technology service improvements within a complex operational environment.
- Proven experience in Technology Service Management, Service Improvement or IT Operations transformation.
- Strong knowledge of ITIL principles, processes and service management frameworks.
- Experience improving Service Desk & Desktop capability, processes and customer experience.
- Experience defining and improving SLAs, KPIs and service reporting.
- Experience delivering technology improvement initiatives, process redesign or operational change projects.
- Strong understanding of infrastructure environments including Microsoft technologies, VMware and cloud services.
- Ability to analyse complex information, identify trends and translate findings into actionable improvements.
- Strong stakeholder engagement, communication and influencing skills.
- Ability to work independently and deliver agreed outcomes within defined timescales.
Technology Service Improvement Manager - 6 Month Contract - Hybrid employer: LGBT Great
Our client is an exceptional employer, offering a dynamic work environment that prioritises employee growth and development. With a hybrid working model based in Glasgow or Edinburgh, employees benefit from flexible arrangements while engaging in meaningful projects that enhance technology service delivery. The company fosters a culture of continuous improvement, encouraging innovative thinking and collaboration, making it an ideal place for professionals seeking to make a significant impact in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Improvement Manager - 6 Month Contract - Hybrid
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at LGBT Great that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Technology Service Improvement Manager - 6 Month Contract - Hybrid
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at LGBT Great, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at LGBT Great can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at LGBT Great will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at LGBT Great
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at LGBT Great. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at LGBT Great.
