IT Service Excellence Specialist

We offer a benefits package designed to help you thrive professionally and personally. This includes: private medical insurance for you and your family; life assurance; personal travel insurance; access to a range of wellbeing support, comprising virtual GP services, mental health support and lifestyle coaching; as well as discount programmes for various retailers. On our London campus, we have subsidised catering facilities and host regular social events, and sports activities, for everyone to enjoy.

To support you in building a meaningful career, the practice offers opportunities to develop both your technical and non-technical skills through continuous learning, professional development support, and knowledge sharing and insights from experienced colleagues.

If our designs spark your curiosity and you would like to contribute to solving complex challenges with local and global impact, we invite you to join our team. You’ll be challenged and inspired, collaborating on extraordinary projects in an environment designed to cultivate excellence.

As an IT Service Excellence Specialist at Foster + Partners, you will play a pivotal role in enhancing the employee experience across our global practice. Working at the heart of IT Service Management, you will drive meaningful improvements to services, processes and user journeys, transforming data, feedback and operational insight into measurable outcomes. This is an opportunity to influence how technology services are delivered, champion continual improvement and help create a seamless, customer-focused digital workplace.

• Drive tangible improvements that enhance the day-to-day technology experience for employees.
• Lead service improvement initiatives from concept through to implementation and benefits realisation.
• Use data, insights and user feedback to identify and solve service challenges.
• Collaborate with a wide range of technology teams and stakeholders across the business.
• Champion a culture of continual improvement, service excellence and customer focus.

• Experience in IT service management, service delivery, continual improvement or employee experience.
• A practical understanding of ITIL-aligned practices, including incident, request, knowledge and continual improvement management.
• Strong analytical skills with the ability to translate service data and feedback into actionable improvements.
• Excellent stakeholder management and relationship-building capabilities across multidisciplinary teams.
• Strong communication and facilitation skills, with the confidence to influence and drive positive change.
• Experience working with ITSM platforms, reporting tools and service performance metrics.
• A proactive, customer-focused mindset with a passion for improving service outcomes and operational effectiveness.