IT Service Quality Lead

Akkodis; North East; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading IT service provider in Newcastle is seeking an IT Service Quality Lead to define and implement service quality frameworks. You'll monitor service levels and customer satisfaction while driving continuous improvements. The ideal candidate will have strong knowledge of ITIL and hands-on experience with tools like ServiceNow and Power BI. This role offers a salary of £40,000-£45,000 and a hybrid working model.

Qualifications

• 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.

Responsibilities

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

Skills

ITIL knowledge

ServiceNow

Jira

Zendesk

Power BI

Visio

Communication skills

Job description

Overview

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

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

• 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.

Equal Opportunities & Privacy

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