First-class IT Recruitment Solutions

We're partnering with a major manufacturing and distribution business seeking an IT Service Quality Lead to drive excellence across its technology operations. This role is ideal for someone passionate about improving service delivery, ensuring compliance with ITIL standards, and fostering a culture of continuous improvement.

You'll be responsible for ensuring IT services meet performance and quality expectations, enhancing operational efficiency, and championing best practices across cross-functional teams.
 

Key Responsibilities

Service Quality & Governance

• Develop and implement IT service quality frameworks and standards

• Monitor performance against agreed SLAs, KPIs, and user satisfaction levels

• Conduct regular service audits to ensure compliance with ITIL and ISO standards

Continuous Improvement & Process Optimisation

• Identify service delivery gaps and lead root cause analyses

• Partner with Service Delivery teams to enhance incident, problem, and change management processes

• Produce quality dashboards and service performance reports to drive data-led decision-making

Stakeholder Engagement

• Act as a point of contact for service quality discussions with internal teams and third-party vendors

• Present insights and recommendations to senior stakeholders to support operational improvements

Leadership & Development

• Mentor IT support and service desk teams on best practices for quality and consistency

• Deliver workshops and training sessions to promote service excellence

• Support the onboarding and development of new team members in quality-related functions

Technology & Data

• Use ITSM platforms (e.g. ServiceNow, Jira, or Zendesk) to monitor and enhance service quality

• Leverage analytics tools, such as Power BI, to visualise trends and highlight improvement opportunities

• Recommend automation solutions to streamline service delivery and boost reliability
  
   

  Skills & Experience

  Technical Proficiency

• Experience with ITSM and ticketing systems (e.g. ServiceNow, Jira, Zendesk)

• Familiarity with knowledge management tools and documentation practices

• Strong understanding of ITIL principles across incident, problem, and change management

• Skilled in Power BI (reporting/visualisation) and Visio (process mapping)

• Analytical & Communication Skills

• Confident analysing performance metrics and identifying service trends

• Skilled in conducting root cause analyses and implementing effective solutions

• Strong communicator, capable of engaging both technical and non-technical audiences

• Excellent documentation and report-writing ability

• Leadership & Collaboration

• Experience training or mentoring IT teams on service management best practices

• Proven ability to build collaborative relationships with stakeholders and cross-functional teams

• Adaptable problem-solver who thrives under pressure and drives results

🚀 Salesforce Consultant (AgentForce / AgenticAI)

💻 Fully Remote
📍 Outside IR35
💷 Negotiable
UK Passport Holders

About the Role

We're looking for an experienced Salesforce Consultant with strong expertise in AgentForce and AgenticAI to support a high-impact transformation project. This is a fully remote, outside IR35 contract role offering a competitive day rate.

You will help design and implement modern, automated case management processes on Salesforce, driving efficiency, automation, and improved customer engagement.

Key Skills & Responsibilities

• 🛠️ Migration from Salesforce Classic case management to AgentForce collections prompts and automated workflows
• ✍️ Creating user stories and documentation for development & delivery teams
• ☁️ Expertise across Sales Cloud, Service Cloud, Data Cloud, and Experience Cloud
• 🔧 Strong understanding of AgenticAI / AI-driven automation within Salesforce
• 🤝 Working closely with stakeholders to gather requirements and deliver scalable Salesforce solutions

What We're Looking For

✅ Strong experience as a Salesforce Consultant (ideally with contract experience)
✅ Deep understanding of AgentForce and AI-driven Salesforce automation
✅ Ability to design, document, and deliver efficient Salesforce workflows and processes
✅ Experience with multi-cloud Salesforce environments

💡 Contract Details:

• Location: Fully remote (UK-based candidates preferred)
• Rate: Negotiable 
• IR35: Outside IR35

• 5+ years in Data Architecture or Data Engineering, ideally in complex/regulated environments.
• Strong knowledge of TOGAF, Zachman, or other enterprise frameworks.
• Expertise in cloud platforms (Azure, AWS, GCP), data warehouses, and lakehouse solutions.
• Mastery of data modelling (conceptual, logical, physical) and integration patterns (APIs, streaming, event-driven).
• Experience enabling AI/GenAI solutions, with awareness of ethical/regulated AI use.
• Excellent stakeholder engagement and communication skills.
• Ability to lead, coach, and influence across a matrix environment.
• Awareness of compliance requirements such as GDPR.

• 28 days' annual leave + bank holidays
• Private medical cover & Permanent Health Insurance
• Group personal pension scheme
• Life assurance up to 4x salary