This role is focused on driving continuous improvement across all Technology Service Management processes. The individual will work collaboratively with service owners, cross-functional teams, and business stakeholders to identify and implement process enhancements. A key part of the role is leveraging automation and self-service technologies, including Robotic Process Automation (RPA) using Microsoft Power Platform, to boost operational efficiency and elevate customer experience. The role also involves hands-on leadership in projects, ensuring service operations are well-integrated into project deliverables, and playing a vital part in the adoption of new technologies such as Artificial Intelligence. Additionally, the role includes leading and mentoring team members, encouraging innovation, maintaining scripting tools like PowerShell and Python, ensuring best practices in security, and sharing knowledge through documentation and collaboration.