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# Service Management Automation Lead

- **Company:** Technology Ltd
- **Location:** London, UK
- **Experience:** Expert
- **Salary:** £55,000.0 - £60,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Service Design, Systems Integration, Zendesk
- **Published:** July 18, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5806041441

## About the Role

* 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.

## Description

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., * 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.


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