IT Service Improvement Engineer

As the Service Improvement Engineer, you will play a key role in transforming the way IT Service Operations are delivered through automation, integration and continuous improvement. Working within the Service Improvement team, you will design and implement solutions that improve operational efficiency, reduce manual effort and enhance the reliability, responsiveness and scalability of IT services.

Working closely with Service Delivery, Service Desk, Infrastructure, Security and Engineering teams, you will identify operational challenges and turn them into practical automation and tooling solutions. From streamlining service workflows and request fulfilment processes to implementing automated remediation and improving monitoring capabilities, you will ensure technology teams can focus on delivering exceptional service rather than repetitive manual tasks.

A significant part of the role will involve developing integrations between enterprise platforms, improving the flow of operational data and enabling greater visibility across the technology landscape. You will help maximise the value of existing tools and platforms by identifying opportunities for improved configuration, automation and utilisation.

As a technical specialist within the Service Improvement team, you will provide expertise and guidance on automation best practice, ensuring solutions are secure, scalable, well governed and aligned with organisational standards. You will work collaboratively with stakeholders across technology teams to deliver measurable service improvements and support ongoing technology transformation.

We are looking for someone who is passionate about technology, automation and continuous improvement, with the ability to identify opportunities to simplify complex operational processes and deliver meaningful change.

You will have experience designing and implementing automation solutions within IT operations, service management or infrastructure environments, along with a strong understanding of how technology can be used to improve service delivery and operational efficiency. You will be comfortable working across multiple teams, building strong relationships and translating operational challenges into practical, scalable solutions.

Experienced working with enterprise service management platforms and automation technologies, including tools such as Microsoft Power Platform, ServiceNow, PowerShell, Python or similar low-code and automation platforms, you will also have experience developing integrations using APIs and automation frameworks.

A good understanding of IT service management principles and processes is important, together with knowledge of monitoring, event management and operational tooling. Experience within Service Desk, Infrastructure, Service Management or broader technology operations environments will help you succeed in the role, while experience working within regulated industries such as financial services would be advantageous

Pulled from the full job description

• Annual leave
• Gym membership
• Employee assistance programme
• Company pension
• Paid volunteer time
• On-site gym
• Private medical insurance, What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

Financial

• Corporate bonus scheme (on target 10%, up to a maximum 15%)
• Pension scheme (up to 9% employer contribution)
• Annual performance related pay reviews
• Colleague mortgage scheme
• Electric car salary sacrifice scheme
• Life assurance (4x salary) and income protection
• Access to our financial advisers
• Access to a range of high street and online discounts

Work/Life Balance

• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
• 30 days’ annual leave + bank holidays
• The option to buy and sell up to 5 days’ holiday
• Hybrid working (typically 3 days’ home based)
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood

Health and Wellbeing

• Private medical insurance
• Access to a health cash plan through a Medicash scheme
• Access to an employee assistance programme
• Free onsite gym at our Cobalt head office and access to discounted gym’s
• Two paid volunteering days’ each year
• Cycle to work scheme

The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.