Summary: The Global IT Service Desk Lead will oversee multi-site IT Service Desks across six locations, utilizing ITIL best practices and the ServiceNow platform to enhance service request management. This role involves strategic leadership in service management, performance reporting, budget oversight, and stakeholder engagement to ensure a high-quality employee experience. The position requires a seasoned professional with a strong background in IT service management and vendor relationships.

Key Responsibilities:

• Lead the end-to-end Service Desk strategy, aligning roadmaps to business and IT priorities; embed ITIL-based workflows and SLA/OLA frameworks.
• Utilise ServiceNow Products (including incident, problem and change modules) to automate ticketing, reporting and service improvement plans.
• Define and manage KPIs (CSAT, SLA adherence, volume metrics); analyse trends to drive continuous improvement and root-cause analysis.
• Own the Global IT Service Desk budget; track spend vs. forecast; negotiate contracts to maximise value and efficiency.
• Build and maintain relationships with regional IT Directors, Business Technology Groups and external suppliers; coordinate support, escalations and continuity planning.
• Partner with Incident Management and Command Centre teams to ensure rapid resolution; support problem management in implementing remedial actions.

Key Skills:

• Budget and cost management
• ITIL v3/v4 certification
• ITSM service request management
• Hands-on experience with ServiceNow Products
• Stakeholder management across senior levels
• Vendor selection, negotiation and performance oversight

Salary (Rate): undetermined

City: Manchester

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT