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# IT Service Improvement Manager

- **Company:** Newcastle Building Society
- **Location:** Newcastle upon Tyne, UK (Remote available)
- **Salary:** £54,397.0
- **Contract:** Contract
- **Skills:** System Configuration, Systems Integration, Information Technology, Servicenow
- **Published:** August 3, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5825825129

## About the Role

You are expected to be an experienced IT Service Management professional with a passion for service improvement, automation and innovation. You have a proven track record of designing and delivering operational improvements within complex technology environments and understand how effective service management tooling can transform both customer experience and operational performance.

Bringing significant experience working with enterprise ITSM platforms such as ServiceNow and have a strong understanding of platform configuration, workflow automation, integrations and service management best practices. Whether acting as a product owner, platform lead or service improvement specialist, you are comfortable balancing strategic platform development with the practical delivery of day-to-day improvements.

We require an accomplished stakeholder manager who can build effective relationships across Service Delivery, Service Desk, Engineering, Infrastructure, Risk and Compliance teams. Your ability to communicate clearly and influence at all levels allows you to bring people together around shared improvement goals and deliver lasting change. As a leader, you are committed to coaching and developing others, creating an environment where innovation, collaboration and continuous improvement can thrive. You are comfortable working in evolving environments and enjoy helping organisations modernise the way they deliver and support technology services.

## Description

We are looking for an experienced and forward-thinking IT Service Improvement Manager to lead the evolution of our IT service management capabilities, driving continuous improvement, automation and operational excellence across Technology Services.

This is a key leadership role responsible for improving the way IT services are delivered and supported by developing and optimising service management platforms, processes and workflows. Acting as the product owner for our ITSM platform, you will shape the roadmap and ongoing development of technologies such as ServiceNow, ensuring they continue to meet the needs of the organisation while supporting regulatory and governance requirements.

You will lead a team of Service Improvement Analysts focused on identifying opportunities to simplify processes, reduce manual effort and increase operational efficiency. Working closely with Service Delivery, Service Desk, Infrastructure and Engineering teams, you will help transform service operations through workflow automation, intelligent tooling and enhanced self-service capabilities.

A significant part of the role will involve driving automation initiatives across service management processes, including incident management, request fulfilment, asset lifecycle management and joiner, mover and leaver activities. You will be instrumental in delivering solutions that improve responsiveness, enhance user experience and allow operational teams to focus on high-value activities.


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