Service Desk Transformation Lead

Service Desk Transformation Lead – Contract

You deliver change. You lead global Service Desk transformation. You manage vendors, drive process improvement, and make IT services and ITSM tooling work.

Location: Project would benefit from 2 days per week (Euston)

Rate: £500 - Outside IR35

Start: 5th Jan start. 6 month contract.

Who: Global recognised entertainment brand with a cause for good.

What you will do

• Lead end-to-end delivery of a Service Desk and ITSM platform transformation
• Manage requirements, vendor selection, implementation, and rollout
• Coordinate RFI and RFP processes, set clear evaluation criteria, align stakeholders.
• Oversee tool selection and implementation, support ITSM processes and service excellence
• Harmonise ITSM processes across regions: Incident, Request, Change, Knowledge, CMDB
• Plan and execute mobilisation and rollout, including pilot, training, and transition to BAU
• Track deliverables, milestones, and dependencies, report progress
• Manage risks, issues, dependencies, and change control, escalate when needed
• Work with internal IT, service delivery teams, and external vendors for cohesive delivery
• Provide regular reporting to stakeholders at all levels

Your profile

• 8–10 years in IT project management, including ITSM and Service Desk transformation
• Proven delivery of global ITSM tool implementations e.g. ServiceNow.
• Experience managing RFI/RFP processes and vendor selection
• Led cross-functional, multi-region teams and suppliers
• PRINCE2 Practitioner, PMP, or equivalent
• ITIL Foundation (minimum)

Ready to lead a service transformation that matters? Send your CV and receive a response within 48 hours.