Digital Services Team Lead

Purpose of the RoleAs the Digital Services Team Lead, you’ll play a key role in shaping a supportive and high-performing digital workplace. You’ll guide a talented team, encourage a culture of collaboration and ensure that digital services are delivered smoothly and responsively across the organisation. This is a hands-on leadership opportunity where you’ll help shape the future of IT service delivery, promote continuous learning and improvements. You’ll be part of an inclusive, forward-thinking environment that values innovation, shared ownership and excellence.What You’ll Be Doing• You will guide and support a high-performing digital services team, embedding company values into everyday practices.• Facilitate daily meetings to tackle major incidents, aged tickets, and potential breaches – focusing on delivering great customer service.• Manage support rotas to ensure coverage for critical issues, both in and out of hours.• Take ownership and evolve Change, Incident Management and other key IT service management processes.• Collaborate with internal teams and external partners to remove blockers and improve service delivery.• Share monthly service insights and dashboards with senior stakeholders to keep communication open and transparent.• Promote automation and process improvement across the service function.• Maintain and develop a skills matrix and nurture team growth through coaching, mentoring and development opportunities.• Ensure all service interactions are handled with professionalism, empathy and respect.• Contribute to digital transformation initiatives and help cultivate a proactive, people-focused service culture.What You’ll Bring• Demonstrated ability to guide and support teams within IT service environments• Strong communication, analytical, and problem-solving skills.• Experience with ITIL frameworks (ITIL 4 Foundation desirable).• A proactive, solutions-driven mindset with a focus on customer satisfaction.• Proven ability to influence positive change and support long-term improvement.• Collaborative approach with a passion for team development.• Degree in an IT-related discipline (desirable).• Willingness to travel to other business and supplier locations when required.