IT Service Automation Lead

TalentHawk; Larbert; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading IT service organization in Scotland seeks a skilled professional to lead automation design and implementation across core services. The role requires 4–8+ years of experience in IT Service Management, particularly with Microsoft Power Platform, and a grounding in ITIL practices. The candidate will drive automation, ensuring governance and compliance while collaborating with various stakeholders for continuous improvement. This position offers a dynamic opportunity to enhance service quality and efficiency.

Qualifications

• 4–8+ years in IT Service Management or IT Operations with hands-on Power Platform delivery.
• Strong grounding in ITIL v4 practices including Incident and Change management.
• Experience integrating enterprise service platforms with M365 ecosystems.

Responsibilities

• Lead the design and scale of intelligent automation across IT services.
• Integrate automation across Incident, Change, and Problem workflows.
• Partner with Infrastructure and Compliance teams for governance.

Skills

Microsoft Power Platform

Automation Design

ITIL v4 practices

Cross-functional stakeholder engagement

Scripting capability (PowerShell, JavaScript, C#, Python)

Tools

Power Automate

Azure DevOps

M365 Integration tools

Job description

Role Summary

Lead the design, build, and scale of intelligent automation across core IT service processes. This role delivers AI-driven and workflow-based solutions that optimise Incident, Change, Problem, Request, and Knowledge management. Working across Service Operations, Compliance, Infrastructure, and external partners, the position ensures automation is secure, governed, audit-ready, and delivers measurable gains in efficiency, quality, and risk control. Ownership spans the Microsoft Power Platform ecosystem and connected enterprise data sources, with accountability for sustainable, enterprise-grade governance.

Key Responsibilities

• Automation Design & Delivery
• Architect and implement end-to-end automation using Power Automate (cloud & desktop) and AI Builder.
• Develop scalable, reusable assets (templates, connectors, governance policies).
• Manage Dev/Test/Prod environments, ALM pipelines, version control, and release strategy.
• Embed auditability, exception handling, fallback controls, and compliance alignment (financial and internal governance standards).
• Drive continuous improvement: maintain backlog, prioritise enhancements, and evolve the automation roadmap.
• IT Service Process Integration
• Integrate automation across Incident, Change, Problem, Request, Configuration, and Knowledge workflows.
• Embed operational controls (e.g., change approvals, escalation triggers, risk checkpoints).
• Define ownership models (RACI) and align with Service Integration and Operations stakeholders.
• Ensure automation supports service quality, resilience, and operational transparency.
• Data & AI Enablement
• Design intelligent workflows and AI prompts to process, classify, predict, and validate service data.
• Evaluate and monitor AI model performance (accuracy, precision/recall, drift).
• Establish human-in-the-loop validation mechanisms for risk-sensitive decisions.
• Maintain feedback loops to improve model reliability and governance compliance.
• Stakeholder & Governance Leadership
• Partner with Infrastructure teams, Service Management, Compliance, Vendor Management, and platform owners.
• Facilitate discovery workshops, demos, and adoption sessions.
• Define KPIs and value metrics (cycle time, quality improvement, compliance adherence).
• Produce governance playbooks, SOPs, and training materials to enable scale.

Required Skills

Technical Expertise

• Microsoft Power Platform: Power Automate (cloud/desktop), AI Builder (forms processing, prediction, classification), Power Apps (Canvas & Model-driven), Dataverse.
• M365 Integration: Outlook, SharePoint, Teams, Planner, OneDrive; working knowledge of Graph API.
• ALM & DevOps: Solution packaging, environment strategy, CI/CD pipelines (Azure DevOps/GitHub), automated testing, monitoring.
• Scripting or development capability (desirable): PowerShell, JavaScript, C#, Python.

Process & Leadership Capability

• Strong grounding in ITIL v4 practices (Incident, Request, Change Enablement, Problem, Knowledge, Continual Improvement).
• Process optimisation (value stream mapping, KPI design, bottleneck analysis).
• Cross-functional stakeholder engagement across operations, compliance, and vendors.
• Documentation and enablement: runbooks, SOPs, governance frameworks, user training.

Experience Profile

• 4–8+ years in IT Service Management or IT Operations with hands-on Power Platform delivery.
• Experience integrating enterprise service platforms with M365 ecosystems.
• Demonstrated success embedding automation into ITIL workflows (approvals, escalations, risk controls).
• Background working within regulated or audit-driven environments (e.g., financial compliance, ISO standards).