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, Service Now, Power Shell, 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 with in 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

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. 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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