At a Glance
- Tasks: Lead IT service improvements and drive automation for operational excellence.
- Company: Join Newcastle Strategic Solutions, a forward-thinking and inclusive employer.
- Benefits: Competitive salary, flexible working, health insurance, and generous leave policies.
- Other info: Dynamic environment with opportunities for coaching and career growth.
- Why this job: Make a real impact by transforming IT services and enhancing user experience.
- Qualifications: Experience in IT service management and strong stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
About the Role
We are looking for an experienced and forward-thinking IT Service Improvement Manager to lead the evolution of our IT service management capabilities, driving continuous improvement, automation and operational excellence across Technology Services. This is a key leadership role responsible for improving the way IT services are delivered and supported by developing and optimising service management platforms, processes and workflows. Acting as the product owner for our ITSM platform, you will shape the roadmap and ongoing development of technologies such as ServiceNow, ensuring they continue to meet the needs of the organisation while supporting regulatory and governance requirements.
You will lead a team of Service Improvement Analysts focused on identifying opportunities to simplify processes, reduce manual effort and increase operational efficiency. Working closely with Service Delivery, Service Desk, Infrastructure and Engineering teams, you will help transform service operations through workflow automation, intelligent tooling and enhanced self-service capabilities.
A significant part of the role will involve driving automation initiatives across service management processes, including incident management, request fulfilment, asset lifecycle management and joiner, mover and leaver activities. You will be instrumental in delivering solutions that improve responsiveness, enhance user experience and allow operational teams to focus on high-value activities.
About You
You are expected to be an experienced IT Service Management professional with a passion for service improvement, automation and innovation. You have a proven track record of designing and delivering operational improvements within complex technology environments and understand how effective service management tooling can transform both customer experience and operational performance. Bringing significant experience working with enterprise ITSM platforms such as ServiceNow and have a strong understanding of platform configuration, workflow automation, integrations and service management best practices. Whether acting as a product owner, platform lead or service improvement specialist, you are comfortable balancing strategic platform development with the practical delivery of day-to-day improvements.
We require an accomplished stakeholder manager who can build effective relationships across Service Delivery, Service Desk, Engineering, Infrastructure, Risk and Compliance teams. Your ability to communicate clearly and influence at all levels allows you to bring people together around shared improvement goals and deliver lasting change. As a leader, you are committed to coaching and developing others, creating an environment where innovation, collaboration and continuous improvement can thrive. You are comfortable working in evolving environments and enjoy helping organisations modernise the way they deliver and support technology services.
About Us
The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities. As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return?
- As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
- Financial Corporate bonus scheme (on target 10%, up to a maximum 15%)
- Pension scheme (up to 9% employer contribution)
- Annual performance related pay reviews
- Colleague mortgage scheme
- Electric car salary sacrifice scheme
- Life assurance (4x salary) and income protection
- Access to our financial advisers
- Access to a range of high street and online discounts
Work/Life Balance
- A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
- 30 days’ annual leave + bank holidays
- The option to buy and sell up to 5 days’ holiday
- Hybrid working (typically 3 days’ home based)
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood
Health and Wellbeing
- Private medical insurance
- Access to a health cash plan through a Medicash scheme
- Access to an employee assistance programme
- Free onsite gym at our Cobalt head office and access to discounted gyms
- Two paid volunteering days each year
- Cycle to work scheme
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you.
IT Service Improvement Manager employer: Newcastle Building Society
Newcastle Building Society is an excellent employer, offering a dynamic work culture that prioritises employee engagement and development. With a competitive salary package, including a corporate bonus and pension scheme, alongside a hybrid working model, employees are empowered to thrive both personally and professionally in a supportive environment that values creativity and strategic thinking.
Contact Details:
Newcastle Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Improvement Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Newcastle Building Society values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Newcastle Building Society 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.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Newcastle Building Society!
✨Direct Apply to Newcastle Building Society
Let's not forget to apply directly through the Newcastle Building Society website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Improvement Manager
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 Newcastle Building Society.
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 Newcastle Building Society. 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 Newcastle Building Society
✨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.
