At a Glance
- Tasks: Lead service management and automation initiatives to enhance operational efficiency.
- Company: Join Lomond, the UK's top lettings and estate agency network.
- Benefits: Enjoy discounts, wellbeing resources, competitive pay, and professional development support.
- Other info: Dynamic team culture with opportunities for career growth and fun company socials.
- Why this job: Make a real impact by driving automation and improving service delivery.
- Qualifications: Experience with service management platforms and strong analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
Welcome to Lomond, the UK's leading network of lettings and estate agencies.
We are not just a successful acquisitions company; we have established ourselves as a prominent player in the real estate industry.
Our extensive network consists of 15 leading lettings and estate agencies, and we have made strategic acquisitions to date to enhance our portfolio of brands and properties under management.
We are actively looking for someone to join our dynamic team as a Service Management & Automation Lead.
This is a full-time, permanent position located in our Liverpool Street office.
You'll enjoy a standard workweek of 37.5 hours, Monday to Friday (9:00am – 5:30pm).
Key Responsibilities
- Act as the primary owner of Freshservice and Freshdesk, managing platform strategy, governance and continuous improvement.
- Define and maintain service management processes that align with business objectives and support operational scalability.
- Configure workflows, ticket lifecycles, service catalogues, SLAs and automations across both platforms.
Drive an automation-first approach by identifying opportunities to reduce manual effort and improve service delivery through workflow automation, integrations and AI capabilities
- Lead service management change initiatives, embedding new workflows, reporting, knowledge bases and self-service solutions into day-to-day operations.
- Monitor and report on key performance indicators including resolution times, SLA compliance, customer satisfaction, automation rates and platform adoption.
- Drive platform adoption and best practice across internal teams and customer-facing departments, ensuring maximum value is achieved from the technology.
- Partner with HR, Payroll, Talent Acquisition and other business stakeholders to understand service requirements and deliver effective solutions that improve colleague and customer experiences.
We\'re looking for someone with
- Hands-on experience managing service management platforms such as Freshservice, Freshdesk or similar solutions.
- Strong experience configuring workflows, automations, SLAs and service catalogues.
- A proven track record of driving automation and reducing manual processes through technology and service design.
- A solid understanding of service management and ITSM principles, ideally within HR, Payroll or People Operations environments.
- Experience working across both internal and customer-facing service functions.
- Excellent stakeholder management skills with the ability to influence and engage teams across the business.
- Strong analytical and problem-solving skills with experience using data and reporting to drive improvements.
- Experience implementing service platforms, systems integrations or AI-enabled service capabilities would be advantageous.
We\'re not just looking for someone who fits our team; we want to be a great fit for you too!
Here\'s what you can look forward to
- Our smart spending app gives you discounts at over 900 retailers and our wellbeing centre is packed with resources to help you get active, eat healthier, improve your financial wellbeing, and master your mental health.
- Our Employee Assistance Programme offers free counselling support sessions.
- Get the latest gadgets and appliances with our Smart Tech Scheme.
- We\'re committed to reducing our carbon footprint with our Cycle2Work Scheme.
- We offer enhanced Family Friendly Leave for maternity, paternity, adoption, and IVF.
- You\'ll enjoy competitive base pay that aligns with market value, plus incentivised commission and performance bonuses for most roles.
- Celebrate your loyalty with special days and celebrations for length of service.
- Planning for retirement? We\'ve got you covered with that important pension pot.
- We\'ll support your professional development by funding your professional qualifications, so you can reach your full potential and build your career.
- And of course, we like to have a little fun too! Our company socials bring our people together. So work hard, and then socialise even harder!
We\'re excited to offer these amazing benefits to our hardworking teams.
It\'s our way of showing appreciation for your dedication.
At Lomond we value diversity and inclusion.
We welcome applicants of all nationalities, backgrounds, abilities, and perspectives.
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Service Management Automation Lead employer: Lomond
Lomond is an exceptional employer that prioritises employee well-being and professional growth, making it a fantastic place to work as an Estate & Facilities Coordinator in the vibrant Liverpool Street area of London. With competitive wages, bonuses, and comprehensive benefits including professional development support and an Employee Assistance Programme, Lomond fosters a supportive work culture that values communication and collaboration among its team members.
