The Automation and Digital Experience Lead is a specialist, client-facing role within NTT DATA’s Digital Workplace Services practice. Operating at a senior consultant level, the role has a dual focus: delivering automation solutions that measurably reduce cost, remove human error, and improve efficiency in IT service delivery; and supporting the practice’s Digital Experience (DEX) services alongside the Modern Device team, reporting into the Modern Device Practice Lead. The successful candidate will bring a service delivery background, proven hands-on experience with Microsoft Power Platform and ITSM integration, and a genuine appetite to work at the intersection of automation, DEX tooling, and Digital Workplace consulting. West Midlands based with approximately 10–20% travel for client meetings, workshops, and presentations. What youll be doing: Automation Consulting & Solution Delivery • Consult with clients to identify repetitive, error-prone, and manual processes across their IT service delivery operations, defining clear automation use cases with measurable business value • Design, build, and deliver automation solutions using Microsoft Power Platform (Power Automate, Power Apps, Power BI) and other appropriate low-code or scripted tooling • Integrate automation workflows with ITSM platforms – including ServiceNow, Jira Service Management, and Marval – to streamline incident, request, and change management processes • Develop solutions that demonstrably reduce cost, remove human error, and improve operational efficiency within managed services and client environments • Maintain and iterate deployed automation solutions, ensuring they remain reliable, well-documented, and aligned with evolving client requirements • Contribute to reusable automation assets, accelerators, and best practice documentation to grow the practice’s automation capability Digital Experience (DEX) Services • Work closely with the Modern Device practice to support and develop NTT DATA’s DEX service offerings, ensuring clients receive actionable insight into the quality of their end-user computing environment • Develop and maintain strong expertise in Nexthink and analogous DEX tooling (advantageous - including Lakeside SysTrack, 1E, and Riverbed Aternity), staying current with platform capabilities and roadmap developments • Use DEX telemetry and data to identify patterns of poor user experience, recommend targeted improvements, and connect findings to automation and self-healing opportunities • Support clients in developing reporting frameworks and business cases that communicate the value of DEX investment to IT leadership and senior stakeholders • Contribute to the evolution of NTT DATA’s DEX service proposition, working with practice leads to shape service offerings and go-to-market positioning Client Consulting & Service Delivery • Act as a trusted technical consultant to clients within Digital Workplace managed services accounts, providing guidance on automation strategy, tooling selection, and service improvement • Conduct discovery workshops and process mapping sessions to identify opportunities for automation, self-service, and AI-assisted resolution across client service operations • Apply a service delivery mindset throughout – ensuring solutions are practical, supportable, and aligned with ITIL principles and client operational constraints • Build and maintain strong working relationships with client stakeholders across all levels, from service desk managers to IT directors, presenting solutions clearly to both technical and non-technical audiences • Deliver clear outcome measurement and reporting to demonstrate the business impact of automation and DEX initiatives on service quality and cost Presales Support • Provide technical input and solution design support for RFI and RFP responses relating to automation, DEX, and Digital Workplace managed services opportunities • Develop compelling automation use case narratives, solution overviews, and business case content to support bid teams and commercial responses • Participate in client presentations and demonstrations as part of the presales process, articulating the value of NTT DATA’s automation and DEX capabilities • Assist with effort estimation, sizing, and risk identification for automation and DEX engagements to support accurate and competitive bids Practice & Team Contribution • Share automation and DEX knowledge with colleagues across the Digital Workplace practice, supporting a culture of continuous improvement and technical curiosity • Contribute to internal proof-of-concept projects, innovation initiatives, and the development of practice IP and service accelerators • Stay current with developments in automation tooling, DEX platforms, AIOps, and the broader Digital Workplace market • Actively participate in communities of practice and knowledge-sharing initiatives within the Digital Workplace Services practice • People Management and development of ~2-5 direct reports Location & Travel • West Midlands based with flexibility to work remotely. Travel required across the UK for client meetings, workshops, and presentations – typically 10–20% of working time. What experience youll bring: Essential • Highly experienced in IT service delivery, Digital Workplace, or managed services environments • Proven hands-on experience with Microsoft Power Platform – specifically Power Automate, Power Apps, and integration with M365 services and APIs • Demonstrable experience integrating automation with ITSM platforms to streamline service operations (e.g. automated ticket creation, routing, resolution, and reporting) • Experience designing and delivering automation solutions that eliminate repetitive manual tasks, reduce error rates, and produce measurable efficiency improvements • A service delivery background with solid understanding of ITIL processes, service desk operations, and managed services commercial models • Genuine appetite to work within a Digital Workplace Services practice – comfortable operating across automation, DEX, and endpoint disciplines as the practice evolves • Strong consulting, communication, and stakeholder management skills – able to translate technical solutions into clear business value for non-technical decision-makers • Full UK driving licence and willingness to travel 10–20% of working time across the UK for client engagements Highly Desirable • Microsoft Power Platform certifications (PL-100, PL-200, or PL-400) or M365 Associate / Expert level certifications • ITIL Foundation certification or equivalent demonstrated knowledge of ITSM frameworks in practice • Experience with Microsoft Copilot Studio, AI Builder, or other AI-assisted automation capabilities within the Microsoft ecosystem • Scripting or development skills (PowerShell, Python, or JavaScript) to complement and extend low-code automation solutions • Prior contribution to RFI or RFP responses in a technology or managed services context • Familiarity with endpoint management platforms (Microsoft Intune, SCCM) and how they intersect with DEX and automation programmes • Hands-on experience with Nexthink or equivalent DEX tooling (Lakeside SysTrack, 1E, Riverbed Aternity, or similar)