IT Service Quality Lead
Location: Newcastle (Hybrid – 3 days office-based)
Contract: Fixed-term until December 2026
Salary: Up to £46,000 per annum
We're 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'll 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