Interim Head of Service Delivery Transformation
Interim Head of Service Delivery Transformation (6-Month Contract)
Hybrid based
Market rates
Duration: 6 months
Outside IR35
We are seeking an experienced Interim Head of Service Delivery Transformation to lead a focused improvement programme across our Service Desk and wider service management function.
This is not a BAU service desk management role. We already have operational leadership in place. This role is specifically to design and deliver a structured transformation programme, improving how services are defined, measured, and delivered across IT, HR, and Estates. The role will work alongside Director level to deliver a CIO-led improvement plan.
Key Responsibilities
- Lead the transformation of Service Desk and service management practices aligned to ITIL principles
- Define and implement consistent models for:
- Incident vs Request
- Priority frameworks
- Lifecycle management (including “Completed” vs “Closed”)
- Establish robust, executive-level reporting, including:
- Backlog and demand visibility
- SLA performance
- Trend and ageing analysis
- Improve demand capture and user processes, ensuring all work is recorded and measurable
- Design and deliver a structured service improvement roadmap
- Assess the effectiveness of the current Service Desk platform (TopDesk)
- Lead a market review and procurement/tender process if required, working with Procurement
- Provide clear governance, progress tracking, and assurance to senior stakeholders
Essential Experience
- Proven track record delivering service management transformation, not just running BAU service desks
- Strong ITIL experience (v3/v4) with practical implementation
- Experience improving Service Desk tooling, processes, and reporting at scale
- Demonstrable experience leading service improvement programmes end-to-end
- Experience running or supporting procurement/tender processes, including business case development
- Ability to operate at senior stakeholder level (Director/CIO)
Key Skills
- Strong analytical and problem-solving capability
- Ability to turn fragmented environments into structured, measurable services
- Clear, pragmatic communication style
- Delivery-focused with the ability to drive change in operational environments
Context of the Role, a recent internal review identified:
- Inconsistent service definitions and processes
- Gaps in reporting and visibility
- Underreported workload and demand
- Inefficient user interactions with the Service Desk
- Questions over the suitability of the current tooling
This role will be responsible for addressing these issues and establishing a consistent, scalable service management approach. This is a time-limited transformation role to put the right foundations in place. The outcome will be a Service Desk and service management function that is:
- Consistent
- Measurable
- Efficient
- Fit for future growth
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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