IT Service Quality Lead

Jarrow - Hybrid

Fixed term contract until Dec 2026

The IT Service Quality Lead oversees the delivery of exceptional IT services across the organisation, ensuring optimal performance, adherence to processes, and high levels of customer satisfaction.

This role drives continuous improvement, champions service excellence, and leads quality initiatives.

Working closely with cross-functional teams, the IT Service Quality Lead upholds ITIL best practices while enhancing operational efficiency.

Responsibilities:

Quality Assurance & Governance

• Define and implement IT service quality frameworks and standards
• Monitor service performance against SLAs, KPIs, and customer expectations
• Conduct audits and assessments to ensure compliance with ITIL and ISO standards

Process Improvement

• Identify gaps in service delivery and collaborate with Service Delivery to identify root cause analysis
• Drive continuous improvement initiatives across incident, problem, and change management by working closely with Service Delivery managers
• Develop and maintain service quality dashboards and reporting tools

Stakeholder Engagement

• Collaborate with service owners, support teams, and vendors to resolve quality issues
• Communicate service quality insights and recommendations to senior leadership

Team Leadership & Training

• Mentor service desk and support teams on quality best practices
• Lead workshops and training sessions to promote a culture of service excellence
• Support onboarding and development of new team members in quality-related roles

Technology & Tools

• Leverage ITSM platforms to track and improve service quality
• Utilize analytics tools to identify trends and forecast service risks
• Recommend and implement automation to enhance service reliability and efficiency

Required skills & experience:

Technical Skills

• Ticketing Systems Expertise: Proficiency in tools like ServiceNow, Jira, or Zendesk.
• Knowledge Management Tools: Familiarity with platforms for creating and maintaining knowledge bases
• ITIL Framework: Understanding of ITIL processes, including incident, problem, and change management
• Proficient in Power BI for data visualisation and reporting
• Skilled in Microsoft Visio for process mapping and diagramming

Analytical Skills

• Data Analysis: Ability to analyse ticket trends and performance metrics to identify areas for improvement
• Root Cause Analysis: Skill in identifying underlying issues and implementing long-term solutions
• Communication Skills: Ability to communicate with various teams and adopt different communication styles as required
• Clear Documentation: Writing concise and user-friendly knowledge articles
• Stakeholder Communication: Effectively conveying insights and recommendations to technical and non-technical audiences

Leadership Skills

• Team Training: Guiding IT staff on best practices for ticket management and knowledge sharing
• Collaboration: Working with cross-functional teams to improve service quality

Problem-Solving Skills

• Process Optimisation: Identifying inefficiencies in ticketing workflows and implementing improvements
• Adaptability: Quickly addressing new challenges and evolving IT needs

General Skills

• Exceptional communication skills, both written and verbal
• Resilient and composed when working under pressure
• Collaborative team player with the ability to work independently and deliver results

What we offer:

• Attractive Salary
• Up to 5% matched pension contribution
• 4x annual salary life assurance
• 25 days annual leave plus bank holidays
• Salary Sacrifice Car Scheme
• Employee discounts through Edenred
• Eyecare Vouchers
• Cycle to work scheme
• Employee Assistance Programme

This is a hybrid role, with 3 days per week based in our Jarrow office.

Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.

Headquartered in the UK, Essentra's global network extends to 28 countries worldwide and includes over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving c.74,000 customers with a rapid supply of low cost but essential products for a variety of applications in industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.

At Essentra we are ideally looking for individuals who enjoy working as part of a close team, are passionate about what they do and who strive to make a difference. We are always looking to better ourselves and are keen to recruit individuals who like to innovate and improve processes.

As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.