Service Management Automation Lead

Lomond; Harrow; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Discounts at retailers

Employee Assistance Programme

Smart Tech Scheme

Cycle2Work Scheme

Enhanced Family Friendly Leave

Competitive base pay + bonuses

Pension plan

Professional development funding

Company socials

Job summary

Lomond seeks a Service Management & Automation Lead to own Freshservice and Freshdesk, shaping platform strategy and governance. Drive automation, optimize workflows, and embed scalable service management to support growth.

The role focuses on reducing manual work and delivering efficient IT-enabled services across the business. You will partner with HR, Payroll and other stakeholders, implementing new workflows, reporting, knowledge bases and self-service solutions.

Qualifications

• Hands-on experience managing service management platforms such as Freshservice, Freshdesk or similar solutions.
• Strong experience configuring workflows, automations, SLAs and service catalogues.
• Proven track record of driving automation and reducing manual processes through technology and service design.
• Solid understanding of service management and ITSM principles, ideally within HR, Payroll or People Operations environments.
• Experience working across both internal and customer-facing service functions.
• Excellent stakeholder management skills with the ability to influence and engage teams across the business.
• Strong analytical and problem-solving skills with experience using data and reporting to drive improvements.
• Experience implementing service platforms, systems integrations or AI-enabled service capabilities would be advantageous.

Responsibilities

• Act as the primary owner of Freshservice and Freshdesk, managing platform strategy, governance and continuous improvement.
• Define and maintain service management processes that align with business objectives and support operational scalability.
• Configure workflows, ticket lifecycles, service catalogues, SLAs and automations across both platforms. Drive an automation-first approach by identifying opportunities to reduce manual effort and improve service delivery through workflow automation, integrations and AI capabilities
• Lead service management change initiatives, embedding new workflows, reporting, knowledge bases and self-service solutions into day-to-day operations.
• Monitor and report on key performance indicators including resolution times, SLA compliance, customer satisfaction, automation rates and platform adoption.
• Drive platform adoption and best practice across internal teams and customer-facing departments, ensuring maximum value is achieved from the technology.
• Partner with HR, Payroll, Talent Acquisition and other business stakeholders to understand service requirements and deliver effective solutions that improve colleague and customer experiences.

Skills

Workflow configuration

Automation

ITSM principles

Stakeholder management

Data analysis / reporting

AI capabilities awareness

Tools

Freshservice

Freshdesk

Job description

Welcome to Lomond, the UK's leading network of lettings and estate agencies. We are not just a successful acquisitions company; we have established ourselves as a prominent player in the real estate industry. Our extensive network consists of 15 leading lettings and estate agencies, and we have made strategic acquisitions to date to enhance our portfolio of brands and properties under management.

We are actively looking for someone to join our dynamic team as a Service Management & Automation Lead. This is a full-time, permanent position located in our Liverpool Street office. You'll enjoy a standard workweek of 37.5 hours, Monday to Friday (9:00am - 5:30pm).

As a Service Management & Automation Lead, you'll play a key role in transforming how services are delivered across the business. Acting as the owner of our Freshservice and Freshdesk platforms, you'll drive automation, optimise workflows and embed scalable service management practices that improve operational efficiency and support our continued growth. This role is about ensuring our service platforms become critical business infrastructure, enabling teams to deliver exceptional service while reducing manual processes and creating a more efficient operating model.

Key Responsibilities:

• Act as the primary owner of Freshservice and Freshdesk, managing platform strategy, governance and continuous improvement.
• Define and maintain service management processes that align with business objectives and support operational scalability.
• Configure workflows, ticket lifecycles, service catalogues, SLAs and automations across both platforms. Drive an automation-first approach by identifying opportunities to reduce manual effort and improve service delivery through workflow automation, integrations and AI capabilities
• Lead service management change initiatives, embedding new workflows, reporting, knowledge bases and self-service solutions into day-to-day operations.
• Monitor and report on key performance indicators including resolution times, SLA compliance, customer satisfaction, automation rates and platform adoption.
• Drive platform adoption and best practice across internal teams and customer-facing departments, ensuring maximum value is achieved from the technology.
• Partner with HR, Payroll, Talent Acquisition and other business stakeholders to understand service requirements and deliver effective solutions that improve colleague and customer experiences.

We're looking for someone with:

• Hands-on experience managing service management platforms such as Freshservice, Freshdesk or similar solutions.
• Strong experience configuring workflows, automations, SLAs and service catalogues.
• A proven track record of driving automation and reducing manual processes through technology and service design.
• A solid understanding of service management and ITSM principles, ideally within HR, Payroll or People Operations environments.
• Experience working across both internal and customer-facing service functions.
• Excellent stakeholder management skills with the ability to influence and engage teams across the business.
• Strong analytical and problem-solving skills with experience using data and reporting to drive improvements.
• Experience implementing service platforms, systems integrations or AI-enabled service capabilities would be advantageous.

Here's what you can look forward to:

• Our smart spending app gives you discounts at over 900 retailers and our wellbeing centre is packed with resources to help you get active, eat healthier, improve your financial wellbeing, and master your mental health.
• Our Employee Assistance Programme offers free counselling support sessions.
• Get the latest gadgets and appliances with our Smart Tech Scheme.
• We're committed to reducing our carbon footprint with our Cycle2Work Scheme.
• We offer enhanced Family Friendly Leave for maternity, paternity, adoption, and IVF.
• You'll enjoy competitive base pay that aligns with market value, plus incentivised commission and performance bonuses for most roles.
• Celebrate your loyalty with special days and celebrations for length of service.
• Planning for retirement? We've got you covered with that important pension pot.
• We'll support your professional development by funding your professional qualifications, so you can reach your full potential and build your career.
• And of course, we like to have a little fun too! Our company socials bring our people together. So work hard, and then socialise even harder!

We're excited to offer these amazing benefits to our hardworking teams. It's our way of showing appreciation for your dedication. At Lomond we value diversity and inclusion. We welcome applicants of all nationalities, backgrounds, abilities, and perspectives.

Join us and experience a workplace that truly values you.