Service Optimisation Team Lead

About this role

The Service Optimisation Team Lead supports the EL2 Director, Digital Service Optimisation, in driving strategic delivery, performance oversight and data-informed decision-making across the ServiceNow platform and Robotic Process Automation (RPA) capability. Reporting directly to the Director, the role operates across the section and broader division, partnering with the ServiceNow and Automation Team Leads to coordinate delivery, improve performance visibility and strengthen the strategic contribution of digital services across the Digital Services Branch and Enterprise Systems and Services Division. The role provides strategic insights into platform performance, technology utilisation, value realisation, service delivery and automation opportunities. It translates complex data into clear, actionable advice to support executive decision-making and informs roadmap prioritisation, governance, service improvement and adoption initiatives. The position also leads continuous improvement activities, ensuring the team's services remain aligned with departmental priorities, compliance obligations and evolving digital practices. Operating with a strong delivery and project management focus, the Service Optimisation Team Lead provides leadership in strategy, stakeholder engagement, governance and cross-branch collaboration to support the successful delivery and ongoing optimisation of digital services. The key duties of this role are: • Lead and develop a small multi-disciplinary team, fostering a high-performing, inclusive and collaborative culture with a hands-on approach to delivery. • Partner with the ServiceNow and Automations Team Leads to support the Director in setting and delivering strategic priorities, ensuring alignment to branch and divisional outcomes. • Contribute to quarterly planning, roadmap development, prioritisation and service delivery compliance across digital platforms. • Lead the development of executive-level performance reporting, dashboards and data visualisation products, providing clear and actionable insights across ServiceNow and Automation capabilities. • Analyse platform utilisation, adoption and business value to inform investment decisions, prioritisation and continuous optimisation. • Lead stakeholder engagement across business owners, technical SMEs and divisional stakeholders to understand priorities and shape integrated delivery outcomes. • Lead the capture, analysis and translation of business requirements into strategic insights, in-pattern use cases, and opportunities for innovation and efficiency aligned to the digital ecosystem. • Influence decision-making through clear, concise and persuasive communication, including high-quality briefing and executive advice. • Support benefits realisation, including tracking outcomes and leading post-implementation reviews to measure value and inform future improvements. • Drive a culture of continuous improvement, data literacy and insight-driven delivery across the team and broader stakeholder groups. • Mentor and uplift capability across the team, particularly in reporting, analysis, briefing and strategic thinking. • Partner with Team Leads to drive adoption of ServiceNow and Automation capabilities through targeted enablement, training and effective change management. The key capabilities of this role are: • Strategic and analytical capability: demonstrated ability to analyse complex data and translate insights into actionable, evidence-based advice to inform strategic decision-making. • Delivery and integration: experience coordinating and aligning delivery across multiple teams or workstreams within a digital or ICT environment. • Stakeholder engagement: proven ability to build relationships and influence stakeholders at all levels to achieve aligned outcomes. • Communication: highly developed written and verbal communication skills, including the ability to deliver clear, concise and impactful executive reporting, presentations and advice. • Leadership and judgement: demonstrated leadership capability, sound judgement and initiative, with the ability to operate with autonomy in supporting senior leaders on complex issues. • Team culture and contribution: demonstrated ability to foster a positive, inclusive and high-performing team culture, with a hands-on approach to delivery and a willingness to contribute directly to key tasks and activities. • Business analysis and innovation: demonstrated ability to capture and analyse business requirements to identify opportunities for innovation and efficiency, aligned with the current digital ecosystem and platform capabilities.