Newcastle Building Society
IT Service Improvement Manager
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About the Role
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.
About You
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.
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Bringing significant experience working with enterprise ITSM platforms such as ServiceNow and 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.
About Us
The Newcastle Building Society Group comprises 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.
As an inclusive employer and member-owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
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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 gyms
- Two paid volunteering days each year
- Cycle to work scheme
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible. If there are any ways in which we can provide support or make adjustments, we would love to discuss this with you. You can contact your Recruiter for this vacancy at dave.cowell@newcastle.co.uk.
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