Service Centre Lead – Multi-Channel Support

NTT DATA, Inc.; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

NTT DATA, Inc. is seeking a Service Centre Support Lead to manage the day-to-day operations of the Service Centre across Birmingham and London. You will oversee remote and onsite Workplace Support, ensure queue health and SLA adherence, and deploy resources to balance demand and coverage.

The role requires strong analytical and communication skills, a solid knowledge of ITSM and experience with ServiceNow. You will lead improvements, guide knowledge management and collaborate with

Qualifications

• Typically 3+ years of experience across service desk, workplace or deskside support, ITSM, End User Compute or service operations.
• Strong practical experience of ServiceNow or a comparable ITSM platform, including queue management and SLA monitoring.
• Strong analytical and systems-thinking skills with the ability to identify trends across ticket volumes and escalations.

Responsibilities

• Monitor channel and queue health across phone, chat, portal and walk-up.
• Manage resources day to day between remote and physical support.
• Maintain service continuity and channel coverage throughout the day.
• Review tickets to identify patterns in demand and avoidable work.
• Coordinate service recovery and use feedback to drive improvements.
• Own service experience insight and ensure consistent experience across channels.

Skills

ServiceNow

ITSM

Analytical thinking

End User Compute

Stakeholder engagement

Excel

Channel management

Tools

Excel

ServiceNow

Job description

NTT DATA, Inc. is seeking a Service Centre Support Lead to manage the day-to-day operations of the Service Centre across Birmingham and London. You will oversee remote and onsite Workplace Support, ensure queue health and SLA adherence, and deploy resources to balance demand and coverage.

The role requires strong analytical and communication skills, a solid knowledge of ITSM and experience with ServiceNow. You will lead improvements, guide knowledge management and collaborate with