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TalentHawk Logo TalentHawk · IT - Software Development

IT Service Automation Lead

United Kingdom, Larbert, Falkirk · Job Posted March 19, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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

Requirements

  • 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
  • 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
  • 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)
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