Job Title

IT Service Quality LeadIs this the next step in your career Find out if you are the right candidate by reading through the complete overview below.Location: Newcastle (Hybrid 3 days office-based)Contract: Fixed-term until December 2026Salary: Up to 46,000 per annumWere 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.Youll be responsible for ensuring IT services meet performance and quality expectations, enhancing operational efficiency, and championing best practices across cross-functional teams.Key ResponsibilitiesService Quality & GovernanceDevelop and implement IT service quality frameworks and standardsMonitor performance against agreed SLAs, KPIs, and user satisfaction levelsConduct regular service audits to ensure compliance with ITIL and ISO standardsContinuous Improvement & Process OptimisationIdentify service delivery gaps and lead root cause analysesPartner with Service Delivery teams to enhance incident, problem, and change management processesProduce quality dashboards and service performance reports to drive data-led decision-makingStakeholder EngagementAct as a point of contact for service quality discussions with internal teams and third-party vendorsPresent insights and recommendations to senior stakeholders to support operational improvementsLeadership & DevelopmentMentor IT support and service desk teams on best practices for quality and consistencyDeliver workshops and training sessions to promote service excellenceSupport the onboarding and development of new team members in quality-related functionsTechnology & DataUse ITSM platforms (e.g. ServiceNow, Jira, or Zendesk) to monitor and enhance service qualityLeverage analytics tools, such as Power BI, to visualise trends and highlight improvement opportunitiesRecommend automation solutions to streamline service delivery and boost reliabilitySkills & ExperienceTechnical ProficiencyExperience with ITSM and ticketing systems (e.g. ServiceNow, Jira, Zendesk)Familiarity with knowledge management tools and documentation practicesStrong understanding of ITIL principles across incident, problem, and change managementSkilled in Power BI (reporting/visualisation) and Visio (process mapping)Analytical & Communication SkillsConfident analysing performance metrics and identifying service trendsSkilled in conducting root cause analyses and implementing effective solutionsStrong communicator, capable of engaging both technical and non-technical audiencesExcellent documentation and report-writing abilityLeadership & CollaborationExperience training or mentoring IT teams on service management best practicesProven ability to build collaborative relationships with stakeholders and cross-functional teamsAdaptable problem-solver who thrives under pressure and drives results