Ethos BeathChapman
Service Management Automation Lead (Freshservice/Freshdesk)
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About the Role
Our client is a PE-backed, high-growth organisation with HQ in central London.
As part of their drive to improve processes and create value, they are implementing Freshservice and Freshdesk as a Service Management solution, replacing various manual processes, supporting multiple business functions - (HR, Finance, Fleet etc.).
Key Responsibilities
Working alongside the Head of Automation and a specialist implementation consultant, this position owns both platforms end-to-end, ensuring they become core operational infrastructure rather than ticketing tools.
- Platform ownership & strategy - own roadmaps, feature adoption & continuous improvement. Act as decision maker for platform configuration & governance.
- Configuration & automation - workflows, ticket lifecycles, SLAs, automations, service catalogues. Design automation first processes. Optimise native features.
- Process design & optimisation - translate requirements to scalable service processes, standardise and document, ensure processes are measurable and auditable.
- Operational excellence - driving service management change & adoption, including owning platform utilisation and ROI metrics.
- Stakeholder engagement - understanding needs & pain points, advising on best practice.
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What Success Looks Like
- The business can scale service volumes & complexity without proportional growth in central support functions.
- Internal teams rely on automated workflows, self-service and knowledge bases.
- Customer-facing teams demonstrably improve service quality and consistency.
- Automation and knowledge management replace ad-hoc processes and tribal knowledge.
- Freshservice and Freshdesk are viewed as core operational infrastructure.
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Required Skills & Experience
Essential
- Hands-on experience management service management platforms.
- Strong experience configuring workflows, automations, SLAs and service catalogues.
- Proven automation mindset.
- Solid understanding of ITSEM/service management principles.
- Ability to work autonomously & take ownership.
- Experience working across internal and customer facing teams.
- Live within a realistic commuting distance of central London.
Desirable
- Experience of Freshservice and/or Freshdesk.
- Experience rolling out service platforms across multiple teams.
- Experience of integrating service tools with other systems.
- Familiarity with AI-driven service capabilities.
- Experience defining and reporting on operational KPIs.
Working Pattern
The working pattern is 4 days per week in the office. Visa sponsorship is not available.
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