IT Service Excellence Lead for Employee Experience

Foster + Partners; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Foster + Partners in London is seeking an IT Service Excellence Specialist to enhance the employee experience by driving improvements in IT service delivery and user journeys across our global practice.

You will lead service improvement initiatives, translate data and feedback into actionable changes, and collaborate with diverse technology teams to deliver a seamless, customer-focused digital workplace.

Qualifications

• Experience in IT service management, service delivery or employee experience.
• Understanding of ITIL-aligned practices including incident, request, knowledge and continual improvement management.
• Strong analytical skills to translate data into improvements.
• Excellent stakeholder management across multidisciplinary teams.
• Strong communication and facilitation skills to influence change.
• Experience with ITSM platforms, reporting tools and service metrics.
• Customer-focused mindset aimed at improving service outcomes.

Responsibilities

• Drive improvements to the day-to-day technology experience for employees.
• Lead service improvement initiatives from concept to implementation and benefits realisation.
• Use data and feedback to identify and solve service challenges.
• Collaborate with technology teams and stakeholders across the business.
• Champion continual improvement, service excellence and customer focus.

Skills

IT service management

ITIL practices

Analytical skills

Stakeholder management

Communication skills

ITSM platforms

Performance metrics

Customer focus

Tools

ITSM platforms

Reporting tools

Job description

Foster + Partners in London is seeking an IT Service Excellence Specialist to enhance the employee experience by driving improvements in IT service delivery and user journeys across our global practice.

You will lead service improvement initiatives, translate data and feedback into actionable changes, and collaborate with diverse technology teams to deliver a seamless, customer-focused digital workplace.