IT Service Automation Lead

IT Service Automation Lead Larbert, Falkirk Contract Role Summary Lead the design, build, and scale of intelligent automation across core IT service processes. This role delivers AI-driven and workflow-based solutions that optimise Incident, Change, Problem, Request, and Knowledge management. Working across Service Operations, Compliance, Infrastructure, and external partners, the position ensures automation is secure, governed, audit-ready, and delivers measurable gains in efficiency, quality, and risk control. Ownership spans the Microsoft Power Platform ecosystem and connected enterprise data sources, with accountability for sustainable, enterprise-grade governance.   Key Responsibilities 1. Automation Design & Delivery Architect and implement end-to-end automation using Power Automate (cloud & desktop) and AI Builder. Develop scalable, reusable assets (templates, connectors, governance policies). Manage Dev/Test/Prod environments, ALM pipelines, version control, and release strategy. Embed auditability, exception handling, fallback controls, and compliance alignment (financial and internal governance standards). Drive continuous improvement: maintain backlog, prioritise enhancements, and evolve the automation roadmap.   2. IT Service Process Integration Integrate automation across Incident, Change, Problem, Request, Configuration, and Knowledge workflows. Embed operational controls (e.g., change approvals, escalation triggers, risk checkpoints). Define ownership models (RACI) and align with Service Integration and Operations stakeholders. Ensure automation supports service quality, resilience, and operational transparency.   3. Data & AI Enablement Design intelligent workflows and AI prompts to process, classify, predict, and validate service data. Evaluate and monitor AI model performance (accuracy, precision/recall, drift). Establish human-in-the-loop validation mechanisms for risk-sensitive decisions. Maintain feedback loops to improve model reliability and governance compliance.   4. Stakeholder & Governance Leadership Partner with Infrastructure teams, Service Management, Compliance, Vendor Management, and platform owners. Facilitate discovery workshops, demos, and adoption sessions. Define KPIs and value metrics (cycle time, quality improvement, compliance adherence). Produce governance playbooks, SOPs, and training materials to enable scale.   Required Skills Technical Expertise Microsoft Power Platform: Power Automate (cloud/desktop), AI Builder (forms processing, prediction, classification), Power Apps (Canvas & Model-driven), Dataverse. M365 Integration: Outlook, SharePoint, Teams, Planner, OneDrive; working knowledge of Graph API. ALM & DevOps: Solution packaging, environment strategy, CI/CD pipelines (Azure DevOps/GitHub), automated testing, monitoring. Scripting or development capability (desirable): PowerShell, JavaScript, C#, Python.   Process & Leadership Capability Strong grounding in ITIL v4 practices (Incident, Request, Change Enablement, Problem, Knowledge, Continual Improvement). Process optimisation (value stream mapping, KPI design, bottleneck analysis). Cross-functional stakeholder engagement across operations, compliance, and vendors. Documentation and enablement: runbooks, SOPs, governance frameworks, user training.   Experience Profile 4–8+ years in IT Service Management or IT Operations with hands-on Power Platform delivery. Experience integrating enterprise service platforms with M365 ecosystems. Demonstrated success embedding automation into ITIL workflows (approvals, escalations, risk controls). Background working within regulated or audit-driven environments (e.g., financial compliance, ISO standards).