Digital Workplace Automation Lead Job at NTT DATA (Birmingham)

Job Description

The Digital Workplace Automation Lead role focuses on delivering automation solutions to enhance IT service delivery efficiency. Candidates should have strong experience with Microsoft Power Platform and ITSM integration. Responsibilities include consulting with clients, designing automation solutions, and supporting Digital Experience services. A service delivery mindset and strong communication skills are essential. The Automation and Digital Experience Lead is a specialist, client-facing role within NTT DATA’s Digital Workplace Services practice. Operating at a senior consultant level, the role has a dual focus: delivering automation solutions that measurably reduce cost, remove human error, and improve efficiency in IT service delivery; and supporting the practice’s Digital Experience (DEX) services alongside the Modern Device team, reporting into the Modern Device Practice Lead. The successful candidate will bring a service delivery background, proven hands-on experience with Microsoft Power Platform and ITSM integration, and a genuine appetite to work at the intersection of automation, DEX tooling, and Digital Workplace consulting. West Midlands based with approximately 10–20% travel for client meetings, workshops, and presentations.

Job Responsibility

Consult with clients to identify repetitive, error-prone, and manual processes across their IT service delivery operations, defining clear automation use cases with measurable business value
Design, build, and deliver automation solutions using Microsoft Power Platform (Power Automate, Power Apps, Power BI) and other appropriate low-code or scripted tooling
Integrate automation workflows with ITSM platforms – including ServiceNow, Jira Service Management, and Marval – to streamline incident, request, and change management processes
Develop solutions that demonstrably reduce cost, remove human error, and improve operational efficiency within managed services and client environments
Maintain and iterate deployed automation solutions, ensuring they remain reliable, well-documented, and aligned with evolving client requirements
Contribute to reusable automation assets, accelerators, and best practice documentation to grow the practice’s automation capability
Work closely with the Modern Device practice to support and develop NTT DATA’s DEX service offerings, ensuring clients receive actionable insight into the quality of their end-user computing environment
Develop and maintain strong expertise in Nexthink and analogous DEX tooling (advantageous - including Lakeside SysTrack, 1E, and Riverbed Aternity), staying current with platform capabilities and roadmap developments
Use DEX telemetry and data to identify patterns of poor user experience, recommend targeted improvements, and connect findings to automation and self-healing opportunities
Support clients in developing reporting frameworks and business cases that communicate the value of DEX investment to IT leadership and senior stakeholders
Contribute to the evolution of NTT DATA’s DEX service proposition, working with practice leads to shape service offerings and go-to-market positioning
Act as a trusted technical consultant to clients within Digital Workplace managed services accounts, providing guidance on automation strategy, tooling selection, and service improvement
Conduct discovery workshops and process mapping sessions to identify opportunities for automation, self-service, and AI-assisted resolution across client service operations
Apply a service delivery mindset throughout – ensuring solutions are practical, supportable, and aligned with ITIL principles and client operational constraints
Build and maintain strong working relationships with client stakeholders across all levels, from service desk managers to IT directors, presenting solutions clearly to both technical and non-technical audiences
Deliver clear outcome measurement and reporting to demonstrate the business impact of automation and DEX initiatives on service quality and cost
Provide technical input and solution design support for RFI and RFP responses relating to automation, DEX, and Digital Workplace managed services opportunities
Develop compelling automation use case narratives, solution overviews, and business case content to support bid teams and commercial responses
Participate in client presentations and demonstrations as part of the presales process, articulating the value of NTT DATA’s automation and DEX capabilities
Assist with effort estimation, sizing, and risk identification for automation and DEX engagements to support accurate and competitive bids
Share automation and DEX knowledge with colleagues across the Digital Workplace practice, supporting a culture of continuous improvement and technical curiosity
Contribute to internal proof-of-concept projects, innovation initiatives, and the development of practice IP and service accelerators
Stay current with developments in automation tooling, DEX platforms, AIOps, and the broader Digital Workplace market
Actively participate in communities of practice and knowledge-sharing initiatives within the Digital Workplace Services practice
People Management and development of ~2-5 direct reports

Requirements

Highly experienced in IT service delivery, Digital Workplace, or managed services environments
Proven hands-on experience with Microsoft Power Platform – specifically Power Automate, Power Apps, and integration with M365 services and APIs
Demonstrable experience integrating automation with ITSM platforms to streamline service operations (e.g. automated ticket creation, routing, resolution, and reporting)
Experience designing and delivering automation solutions that eliminate repetitive manual tasks, reduce error rates, and produce measurable efficiency improvements
A service delivery background with solid understanding of ITIL processes, service desk operations, and managed services commercial models
Genuine appetite to work within a Digital Workplace Services practice – comfortable operating across automation, DEX, and endpoint disciplines as the practice evolves
Strong consulting, communication, and stakeholder management skills – able to translate technical solutions into clear business value for non-technical decision-makers
Full UK driving licence and willingness to travel 10–20% of working time across the UK for client engagements

Nice to have

Microsoft Power Platform certifications (PL-100, PL-200, or PL-400) or M365 Associate / Expert level certifications
ITIL Foundation certification or equivalent demonstrated knowledge of ITSM frameworks in practice
Experience with Microsoft Copilot Studio, AI Builder, or other AI-assisted automation capabilities within the Microsoft ecosystem
Scripting or development skills (PowerShell, Python, or JavaScript) to complement and extend low-code automation solutions
Prior contribution to RFI or RFP responses in a technology or managed services context
Familiarity with endpoint management platforms (Microsoft Intune, SCCM) and how they intersect with DEX and automation programmes
Hands-on experience with Nexthink or equivalent DEX tooling (Lakeside SysTrack, 1E, Riverbed Aternity, or similar)

What we offer

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing
Our Learning and Development team ensure that there are continuous growth and development opportunities for our people
We also offer the opportunity to have flexible work options

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