Senior IT Service Management & Service Desk Transformation Lead

Job Title:
Senior IT Service Management & Service Desk Transformation Lead (Contract)

Contract Length: Up to 12 months
Location: Remote-first with 1-2 days per week on-site (UK & Ireland)
Reporting To: Head of Technology/Transformation Lead

Role Overview

The organisation is undertaking a major IT transformation to consolidate 20+ service desks across multiple business units in the UK & Ireland into a single, unified IT support model. Following consolidation, IT support operations will transition to a third-party outsourcing provider (vendor selection currently in progress).

This senior contract role will lead the design, harmonisation, and implementation of enterprise-wide IT Service Management (ITSM), deliver the service desk consolidation programme, and establish the governance and operating model required to stabilise services ahead of outsourcing.

The role combines service desk leadership, ITSM process design, service governance, and organisational change management.

Key ResponsibilitiesService Desk Consolidation Programme Leadership

• Lead the consolidation of 20+ service desks across the UK & Ireland into a single integrated service function

• Align and rationalise roles, responsibilities, workflows, and support tiers across business units

• Drive adoption of standard tools, processes, and operating models

• Identify, assess, and manage operational, technical, and people-related risks

IT Service Management Framework & Governance

• Design and embed an ITIL-aligned ITSM framework across all teams

• Harmonise key processes including Incident, Request, Problem, Change, Asset, Knowledge, and Major Incident Management

• Establish service governance, KPIs, SLAs, reporting, and continual improvement models

• Define a Target Operating Model (TOM) for IT operations pre- and post-outsourcing

Leadership & Team Management

• Directly manage multiple service desk teams during the consolidation phase

• Provide coaching and structure to improve capability, consistency, and performance

• Drive cultural alignment across previously independent teams

Outsourcing Transition Support

• Prepare teams, processes, and documentation for handover to the outsourcing provider

• Support service documentation, process mapping, and operational readiness

• Act as liaison between internal teams and supplier during knowledge transfer

• Note: role does not participate in vendor selection

Stakeholder Engagement & Communication

• Engage with IT leadership and business stakeholders across the UK & Ireland

• Communicate progress, risks, and impacts clearly at all levels

• Support change management to ensure adoption and minimise disruption

Required Skills & ExperienceTechnical & Professional

• Proven experience leading large-scale service desk consolidation programmes

• Senior-level background in IT Service Management

• Strong practical knowledge of ITIL v4 and service governance

• Experience designing and embedding ITSM processes and operating models

• Experience preparing organisations for outsourced IT support transitions

• Service desk operations management and team leadership experience

• Comfortable working with varied or non-standardised tooling environments

Leadership & Interpersonal

• Strong people leadership during periods of significant change

• Excellent stakeholder management, including executive-level communication

• Strong programme leadership, planning, and organisational skills

• Ability to bring structure to ambiguous or low-maturity environments

Desirable Experience

• Background in recycling, waste management, utilities, or similar operational industries

• Exposure to SIAM principles

• Experience working across UK & Ireland stakeholder landscapes

Working Pattern

• Remote-first role

• 1-2 days per week on-site across UK & Ireland locations

• Travel required based on project stage and stakeholder needs

Success Measures

• Consolidated service desk operational within agreed timelines

• ITSM processes fully documented, Embedded, and operational

• Unified governance and reporting framework adopted

• Improved SLA performance, customer satisfaction, and incident handling

• Teams fully prepared for outsourcing transition

• Clear and stable operating model ready for BAU or external partner