Role Overview
We are looking for an experienced 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.
What You Will Do
You will lead a team of Service Improvement Analysts focused on identifying opportunities to simplify processes, reduce manual effort, and increase operational efficiency. You will drive automation initiatives across service management processes, including incident management, request fulfilment, asset lifecycle management, and joiner, mover, and leaver activities.
Why It Might Be a Fit
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.
Requirements
- Experienced IT Service Management professional
- Proven track record of designing and delivering operational improvements
- Strong understanding of enterprise ITSM platforms such as ServiceNow
- Ability to communicate clearly and influence at all levels
- Comfortable balancing strategic platform development with practical delivery of day-to-day improvements
Benefits
- Competitive annual salary
- 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
- 35-hour weekly contract
- 30 days' annual leave + bank holidays
- Option to buy and sell up to 5 days' holiday
- Hybrid working (typically 3 days' home based)
- Above statutory family leave entitlement
- 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 gym's
- Two paid volunteering days each year
- Cycle to work scheme
IT Service Improvement Manager in Newcastle upon Tyne employer: The NBS Group
The NBS Group is an exceptional employer that prioritises innovation and collaboration, making it an ideal place for professionals looking to advance their careers in IT service management. With a strong commitment to employee development, a supportive work culture, and a focus on operational excellence, you will have the opportunity to lead transformative initiatives while enjoying a dynamic and inclusive environment. Located in a vibrant area, the company offers unique advantages such as flexible working arrangements and access to cutting-edge technology, ensuring that you can thrive both personally and professionally.
