ITSM Programme Manager

We're looking for an ITSM Programme Manager to deliver a modern, unified Global Service Desk platform to improve service consistency, visibility, and user experience across all regions.

Location: London HQ (Hybrid Working)

Pay Rate: £500–600 Outside IR35

Contract Length: 6 Months Initially

You will lead the initiative end-to-end, from requirements and vendor selection through to implementation and global rollout - ensuring the solution meets business needs and supports effective IT operations.

Key Responsibilities:

• Establish and operate effective programme governance, ensuring clear decision-making, escalation paths, and alignment to the evolving global service model.
• Develop and maintain integrated programme plans, tracking milestones, dependencies, risks, and impacts on operating model, process, and policy.
• Coordinate and manage vendor RFI and RFP processes, ensuring service, operating model, and policy requirements are clearly articulated and assessed.
• Lead and coordinate cross-functional teams spanning regional IT, service delivery, ITSM process owners, and third-party vendors.
• Work closely with Global Service Desk leadership to define roles, responsibilities, and behavioural expectations aligned to the target operating model.
• Define and evolve the global ITSM operating model, including the creation of policies, standards, and service practices required to support it.
• Lead the design, development, and harmonisation of ITSM processes (Incident, Request, Change, Knowledge, CMDB, etc.), ensuring they are supported by clear, usable policy and guidance.
• Lead the selection, implementation, and configuration of the ITSM and Global Service Desk technology platform, ensuring alignment with the target operating model, processes, and policies.
• Translate service, process, and policy requirements into practical system design, workflows, automation, and reporting within the ITSM tool.

What we're looking for:

• Proven experience delivering complex, multi-region IT projects, ideally involving global or regional Service Desk and ITSM transformations
• Demonstrated success leading end-to-end ITSM or Service Desk implementations, including tool selection, configuration, integration, data migration, and user adoption
• Experience designing or implementing service desk or IT service management operating models, supporting consistent service delivery across regions.
• Track record of standardising ITSM processes across multiple regions, including the development of global process frameworks, KPIs, and governance models
• Experience managing vendor selection and delivery, including RFI/RFP processes, contracting, and oversight of system integrators or managed service providers.
• Strong background in stakeholder management and change delivery, aligning technical teams, service operations, and business stakeholders to shared outcomes.
• Experience transitioning services into stable business-as-usual operations, including readiness assessments, handover to support teams, and early-life support.
• Prior experience working in distributed or international organisations, with exposure to multiple cultures, languages, and operating contexts.

Sound like you? Please apply directly for more detail.