IT

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IT Service Quality Lead
Location: Newcastle (Hybrid - 3 days office-based)
Contract: Fixed-term until December 2026
Salary: Up to £46,000 per annum 
 

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

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Job Title: Senior Data Architect
Salary: £75,000 - £90,000
Location: Cambridge / Hybrid (2 - 3 days a week in the office on average)


Technet has partnered with a globally recognised academic institution and international leader in publishing and assessment to appoint a Senior Data Architect. This is a senior opportunity to play a strategic role in shaping the organisation's enterprise data architecture and driving the adoption of AI and emerging technologies.
In this role, you will design and deliver data frameworks that are robust, scalable, and future-ready, ensuring the business can fully leverage data and AI, including Generative AI, to make informed decisions and innovate with confidence. You'll define and maintain enterprise-wide data roadmaps, promote modern approaches such as data mesh and data products, and provide clear architectural vision across all levels of the organisation.
This is both a technical and leadership position. You'll influence executives, partner with platform and technology teams, and engage stakeholders across the business. You'll also mentor junior architects and analysts, helping to build long-term architectural capability while advancing standards, policies, and best practices in data and information architecture.
Skills & Experience

• 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.

Rewards & Benefits

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

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Job Title: Data Architect
Salary: £55,000 - £65,000
Location: Cambridge / Hybrid (2/3 days a week in the office on average)

Technet has partnered with a world-renowned academic institution and global leader in publishing and assessment to appoint a Data Architect. This is an exciting opportunity to join an organisation undergoing a significant digital transformation, where data and AI are at the heart of its future strategy.

In this role, you will be responsible for shaping and implementing a coherent, scalable data framework that enables smarter, data-driven decision making. You'll work with colleagues across the business to design solutions that bring structure, efficiency, and long-term value. From introducing modern approaches such as data mesh and data products, to defining architectural roadmaps and standards, you'll ensure the organisation can make the most of its data assets. Collaboration will be central to your work, as you engage with engineers, analysts, and other architects to deliver reliable, future-ready solutions.

About you
We're looking for someone who brings:

• Proven experience in Data Architecture, Data Engineering, or a similar discipline (3+ years).
• Strong knowledge of enterprise/information architecture frameworks (e.g., TOGAF, Zachman).
• Understanding of data mesh concepts, data products, and data contracts.
• Experience with data modelling, integration, and management.
• Awareness of cloud data platforms such as Azure, AWS, or GCP.
• The ability to translate complex requirements into practical, scalable solutions.
• Excellent communication and stakeholder engagement skills.
• A collaborative, knowledge-sharing approach and commitment to continuous learning.

Benefits
In return, you'll enjoy:

• 28 days of annual leave plus bank holidays
• Private medical cover and permanent health insurance
• Group personal pension plan
• Life assurance (up to 4x annual salary)

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