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- Tasks: Lead IT service quality initiatives and enhance operational efficiency across technology operations.
- Company: Major manufacturing and distribution business with a focus on excellence.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional development.
- Why this job: Make a real impact by driving service quality and continuous improvement in a dynamic environment.
- Qualifications: Experience with ITSM tools and strong understanding of ITIL principles required.
- Other info: Join a collaborative team and mentor others while advancing your career.
The predicted salary is between 38000 - 52000 £ per year.
Location: Newcastle (Hybrid - 3 days office-based)
Contract: Fixed-term until December 2026
Salary: Up to £46,000 per annum
We are partnering with a major manufacturing and distribution business seeking an IT Service Quality Lead to drive excellence across its technology operations. This role is ideal for someone passionate about improving service delivery, ensuring compliance with ITIL standards, and fostering a culture of continuous improvement.
You will be responsible for ensuring IT services meet performance and quality expectations, enhancing operational efficiency, and championing best practices across cross-functional teams.
Key Responsibilities
- Service Quality & Governance
- Develop and implement IT service quality frameworks and standards
- Monitor performance against agreed SLAs, KPIs, and user satisfaction levels
- Conduct regular service audits to ensure compliance with ITIL and ISO standards
- Continuous Improvement & Process Optimisation
- Identify service delivery gaps and lead root cause analyses
- Partner with Service Delivery teams to enhance incident, problem, and change management processes
- Produce quality dashboards and service performance reports to drive data-led decision-making
- Stakeholder Engagement
- Act as a point of contact for service quality discussions with internal teams and third-party vendors
- Present insights and recommendations to senior stakeholders to support operational improvements
- Leadership & Development
- Mentor IT support and service desk teams on best practices for quality and consistency
- Deliver workshops and training sessions to promote service excellence
- Support the onboarding and development of new team members in quality-related functions
- Technology & Data
- Use ITSM platforms (e.g. ServiceNow, Jira, or Zendesk) to monitor and enhance service quality
- Leverage analytics tools, such as Power BI, to visualise trends and highlight improvement opportunities
- Recommend automation solutions to streamline service delivery and boost reliability
Skills & Experience
- Technical Proficiency
- Experience with ITSM and ticketing systems (e.g. ServiceNow, Jira, Zendesk)
- Familiarity with knowledge management tools and documentation practices
- Strong understanding of ITIL principles across incident, problem, and change management
- Skilled in Power BI (reporting/visualisation) and Visio (process mapping)
- Analytical & Communication Skills
- Confident analysing performance metrics and identifying service trends
- Skilled in conducting root cause analyses and implementing effective solutions
- Strong communicator, capable of engaging both technical and non-technical audiences
- Excellent documentation and report-writing ability
- Leadership & Collaboration
- Experience training or mentoring IT teams on service management best practices
- Proven ability to build collaborative relationships with stakeholders and cross-functional teams
- Adaptable problem-solver who thrives under pressure and drives results
IT Service Quality Lead in Newcastle upon Tyne employer: TechNET IT
Contact Detail:
TechNET IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Quality Lead in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their needs, especially around IT service quality and continuous improvement.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms to get comfortable with common questions. Focus on showcasing your experience with ITIL standards and service delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Service Quality Lead in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Quality Lead role. Highlight your experience with ITIL standards and any relevant ITSM tools like ServiceNow or Jira. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service quality and continuous improvement. Share specific examples of how you've driven excellence in previous roles, and let us know why you want to join our team.
Showcase Your Analytical Skills: Since this role involves analysing performance metrics and identifying trends, make sure to highlight your analytical skills in your application. Mention any experience you have with tools like Power BI and how you've used data to drive decisions in the past.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at TechNET IT
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Be ready to discuss how you've applied these standards in previous roles, especially in service delivery and compliance. This will show that you're not just familiar with the theory but can also implement it effectively.
✨Showcase Your Analytical Skills
Prepare to talk about specific instances where you've analysed performance metrics or conducted root cause analyses. Bring examples of how your insights led to improvements in service quality or operational efficiency. This will demonstrate your ability to drive data-led decision-making.
✨Engage with Stakeholders
Think about how you've previously engaged with both technical and non-technical stakeholders. Be ready to share examples of how you’ve communicated complex information clearly and effectively. This is crucial for the role, as you'll need to present insights to senior stakeholders.
✨Demonstrate Leadership and Mentoring Experience
Highlight any experience you have in mentoring or training IT teams. Discuss how you've fostered a culture of continuous improvement and service excellence. This will show that you’re not just a leader but also someone who invests in the development of others.
