Job Description
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
1. Identify service delivery gaps and lead root cause analyses
2. Partner with Service Delivery teams to enhance incident, problem, and change management processes