Service Management Automation Lead (Freshservice/Freshdesk)

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.).

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.

The working pattern is 4 days per week in the office (mandatory). Visa sponsorship is not available.

Key responsibilities:

• Platform ownership & strategy - own roadmaps, feature adoption & continuous improvement. Act as decision maker for platform configuration & governance.
• 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

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

Required skills & experience:

• Strong experience configuring workflows, automations, SLAs and service catalogues
• 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
• 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