Digital Workplace Automation Lead

JOB DESCRIPTION

The team you'll be working with:

The Automation and Digital Experience Lead is a specialist, client-facing role within NTT DATA’s Digital Workplace Services practice. Operating at a senior consultant level, the role has a dual focus: delivering automation solutions that measurably reduce cost, remove human error, and improve efficiency in IT service delivery; and supporting the practice’s Digital Experience (DEX) services alongside the Modern Device team, reporting into the Modern Device Practice Lead.

The successful candidate will bring a service delivery background, proven hands-on experience with Microsoft Power Platform and ITSM integration, and a genuine appetite to work at the intersection of automation, DEX tooling, and Digital Workplace consulting. West Midlands based with approximately 10–20% travel for client meetings, workshops, and presentations.

What you'll be doing:

Automation Consulting & Solution Delivery

• Consult with clients to identify repetitive, error-prone, and manual processes across their IT service delivery operations, defining clear automation use cases with measurable business value
• Design, build, and deliver automation solutions using Microsoft Power Platform (Power Automate, Power Apps, Power BI) and other appropriate low-code or scripted tooling
• Integrate automation workflows with ITSM platforms – including ServiceNow, Jira Service Management, and Marval – to streamline incident, request, and change management processes
• Develop solutions that demonstrably reduce cost, remove human error, and improve operational efficiency within managed services and client environments
• Maintain and iterate deployed automation solutions, ensuring they remain reliable, well-documented, and aligned with evolving client requirements
• Contribute to reusable automation assets, accelerators, and best practice documentation to grow the practice’s automation capability

Digital Experience (DEX) Services

• Work closely with the Modern Device practice to support and develop NTT DATA’s DEX service offerings, ensuring clients receive actionable insight into the quality of their end-user computing environment
• Develop and maintain strong expertise in Nexthink and analogous DEX tooling ( advantageous -  including Lakeside SysTrack, 1E, and Riverbed Aternity), staying current with platform capabilities and roadmap developments
• Use DEX telemetry and data to identify patterns of poor user experience, recommend targeted improvements, and connect findings to automation and self-healing opportunities
• Support clients in developing reporting frameworks and business cases that communicate the value of DEX investment to IT leadership and senior stakeholders
• Contribute to the evolution of NTT DATA’s DEX service proposition, working with practice leads to shape service offerings and go-to-market positioning

Client Consulting & Service Delivery

• Act as a trusted technical consultant to clients within Digital Workplace managed services accounts, providing guidance on automation strategy, tooling selection, and service improvement
• Conduct discovery workshops and process mapping sessions to identify opportunities for automation, self-service, and AI-assisted resolution across client service operations
• Apply a service delivery mindset throughout – ensuring solutions are practical, supportable, and aligned with ITIL principles and client operational constraints
• Build and maintain strong working relationships with client stakeholders across all levels, from service desk managers to IT directors, presenting solutions clearly to both technical and non-technical audiences
• Deliver clear outcome measurement and reporting to demonstrate the business impact of automation and DEX initiatives on service quality and cost

Presales Support

• Provide technical input and solution design support for RFI and RFP responses relating to automation, DEX, and Digital Workplace managed services opportunities
• Develop compelling automation use case narratives, solution overviews, and business case content to support bid teams and commercial responses
• Participate in client presentations and demonstrations as part of the presales process, articulating the value of NTT DATA’s automation and DEX capabilities
• Assist with effort estimation, sizing, and risk identification for automation and DEX engagements to support accurate and competitive bids

Practice & Team Contribution

• Share automation and DEX knowledge with colleagues across the Digital Workplace practice, supporting a culture of continuous improvement and technical curiosity
• Contribute to internal proof-of-concept projects, innovation initiatives, and the development of practice IP and service accelerators
• Stay current with developments in automation tooling, DEX platforms, AIOps, and the broader Digital Workplace market
• Actively participate in communities of practice and knowledge-sharing initiatives within the Digital Workplace Services practice
• People Management and development of ~2-5 direct reports

Location & Travel

• West Midlands based with flexibility to work remotely. Travel required across the UK for client meetings, workshops, and presentations – typically 10–20% of working time.

What experience you'll bring:

Essential

• Highly experienced in IT service delivery, Digital Workplace, or managed services environments
• Proven hands-on experience with Microsoft Power Platform – specifically Power Automate, Power Apps, and integration with M365 services and APIs
• Demonstrable experience integrating automation with ITSM platforms to streamline service operations (e.g. automated ticket creation, routing, resolution, and reporting)
• Experience designing and delivering automation solutions that eliminate repetitive manual tasks, reduce error rates, and produce measurable efficiency improvements
• A service delivery background with solid understanding of ITIL processes, service desk operations, and managed services commercial models
• Genuine appetite to work within a Digital Workplace Services practice – comfortable operating across automation, DEX, and endpoint disciplines as the practice evolves
• Strong consulting, communication, and stakeholder management skills – able to translate technical solutions into clear business value for non-technical decision-makers
• Full UK driving licence and willingness to travel 10–20% of working time across the UK for client engagements

Highly Desirable

• Microsoft Power Platform certifications (PL-100, PL-200, or PL-400) or M365 Associate / Expert level certifications
• ITIL Foundation certification or equivalent demonstrated knowledge of ITSM frameworks in practice
• Experience with Microsoft Copilot Studio, AI Builder, or other AI-assisted automation capabilities within the Microsoft ecosystem
• Scripting or development skills (PowerShell, Python, or JavaScript) to complement and extend low-code automation solutions
• Prior contribution to RFI or RFP responses in a technology or managed services context
• Familiarity with endpoint management platforms (Microsoft Intune, SCCM) and how they intersect with DEX and automation programmes
• Hands-on experience with Nexthink or equivalent DEX tooling (Lakeside SysTrack, 1E, Riverbed Aternity, or similar)

Who we are:

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you belong, learn, and build your network. Make this the place where you grow.

what we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: 

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.