IT Service Excellence Specialist

Foster + Partners; Greater London; Presencial; GBP 60.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

IT service management

ITIL practices

Analytical skills

Stakeholder management

Communication skills

ITSM platforms

Performance metrics

Customer focus

Herramientas

ITSM platforms

Reporting tools

Descripción del empleo

Department

Technology

Location

London

Description

As an IT Service Excellence Specialist at Foster + Partners, you will play a pivotal role in enhancing the employee experience across our global practice. Working at the heart of IT Service Management, you will drive meaningful improvements to services, processes and user journeys, transforming data, feedback and operational insight into measurable outcomes. This is an opportunity to influence how technology services are delivered, champion continual improvement and help create a seamless, customer-focused digital workplace.

This role is ideal if you want to:

• Drive tangible improvements that enhance the day-to-day technology experience for employees.
• Lead service improvement initiatives from concept through to implementation and benefits realisation.
• Use data, insights and user feedback to identify and solve service challenges.
• Collaborate with a wide range of technology teams and stakeholders across the business.
• Champion a culture of continual improvement, service excellence and customer focus.

What you will bring to the team:

• Experience in IT service management, service delivery, continual improvement or employee experience.
• A practical understanding of ITIL-aligned practices, including incident, request, knowledge and continual improvement management.
• Strong analytical skills with the ability to translate service data and feedback into actionable improvements.
• Excellent stakeholder management and relationship-building capabilities across multidisciplinary teams.
• Strong communication and facilitation skills, with the confidence to influence and drive positive change.
• Experience working with ITSM platforms, reporting tools and service performance metrics.
• A proactive, customer-focused mindset with a passion for improving service outcomes and operational effectiveness.

What we offer:

We offer a benefits package designed to help you thrive professionally and personally. This includes: private medical insurance for you and your family; life assurance; personal travel insurance; access to a range of wellbeing support, comprising virtual GP services, mental health support and lifestyle coaching; as well as discount programmes for various retailers. On our London campus, we have subsidised catering facilities and host regular social events, and sports activities, for everyone to enjoy.

To support you in building a meaningful career, the practice offers opportunities to develop both your technical and non-technical skills through continuous learning, professional development support, and knowledge sharing and insights from experienced colleagues.

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