IT Service Quality Lead

Akkodis; England; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A global leader in manufacturing is seeking an IT Service Quality Lead to ensure service excellence and drive continuous improvement. This role involves defining IT service quality standards and mentoring IT teams. The ideal candidate will have strong knowledge of ITIL, experience with ServiceNow and Jira, and excellent communication skills. This position is based in Newcastle and offers a hybrid working model.

Qualifications

• Strong knowledge of ITIL and IT service management best practices.
• Hands-on experience with ServiceNow, Jira, or Zendesk.
• Skilled in Power BI for reporting and Visio for process mapping.

Responsibilities

• Define and roll out IT service quality frameworks and standards.
• Monitor SLAs, KPIs, and customer satisfaction.
• Drive continuous improvement in service quality.

Skills

ITIL knowledge

ServiceNow experience

Jira experience

Zendesk experience

Power BI skills

Visio skills

Communication skills

Job description

Overview

IT Service Quality Lead • 40,000- 45,000 + Bonus • Newcastle (Hybrid Working)

We are looking for a visionary IT Service Quality Lead to take charge of service excellence across our clients' organisation. They are a global leader in manufacturing and provide excellent development and progression opportunities.

What You Will Do

What You Will Do:

• Define and roll out IT service quality frameworks and standards.
• Monitor SLAs, KPIs, and customer satisfaction.
• Spot service gaps, lead root cause analysis, and drive continuous improvement.
• Mentor IT teams, lead workshops, and promote a culture of quality.
• Harness ITSM tools, analytics, and automation to boost efficiency and reliability.

What You Will Bring

What You Will Bring:

• Strong knowledge of ITIL and IT service management best practices.
• Hands-on experience with ServiceNow, Jira, Zendesk (or similar).
• Skilled in Power BI for reporting and Visio for process mapping.
• Ability to analyse ticket trends and performance metrics to identify areas for improvement.
• Clear and confident communicator.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.