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ITSM Consultant (Service Desk and Request)
Posted 4 days ago by Hays
Negotiable
Outside
Onsite
Buckinghamshire
Your new company
We are seeking a knowledgeable ITSM Consultant with a focus on Service Desk and Request Management to lead the design and implementation of these practices for a prestigious client. This role will involve establishing a new service desk that enhances user experience through innovative channels and developing a Request Catalogue that improves access to services for the user community.
Your responsibilities
Define and communicate the overall mission of the practices, including the roadmap, goals, and objectives.
Create a comprehensive roadmap for the Service Desk, considering B2B, Shared Service, and B2C models.
Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
Design and develop a Request Catalogue aimed at automating service delivery wherever possible.
Establish a governance framework for handling non-standard requests.
Resolve cross-functional issues as they arise.
Support the selection and onboarding of a new Service Desk.
Coordinate design and build activities within a multivendor environment.
Assist in the RFP and contracting processes for Service Desk, ITSM, and SIAM services as needed.
Apply organisational design principles to Service Desk and Request Management.
Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
Establish monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.
What you'll need to succeed
Strong understanding of ITIL Best Practices (V3 / ITIL4). Minimum ITIL Foundation certification.
Proven leadership experience in defining/strategising, designing, and establishing a Service Desk and Request Practice.
In-depth knowledge of the role of Service Desk and Request Management within enterprise environments.
Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders, including C-Level executives.
Experience in dynamic operational settings with evolving timelines and requirements.
Familiarity with enterprise Service Management solutions, particularly Service Desk channels, AI/ML, automation, and user experience/customer experience integrations.
What you'll get in return
An initial 6-month contract with the view for extensions
Competitive daily rate Outside IR35 (via Ltd company)
Hybrid working available
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
We are seeking a knowledgeable ITSM Consultant with a focus on Service Desk and Request Management to lead the design and implementation of these practices for a prestigious client. This role will involve establishing a new service desk that enhances user experience through innovative channels and developing a Request Catalogue that improves access to services for the user community.
Your responsibilities
Define and communicate the overall mission of the practices, including the roadmap, goals, and objectives.
Create a comprehensive roadmap for the Service Desk, considering B2B, Shared Service, and B2C models.
Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
Design and develop a Request Catalogue aimed at automating service delivery wherever possible.
Establish a governance framework for handling non-standard requests.
Resolve cross-functional issues as they arise.
Support the selection and onboarding of a new Service Desk.
Coordinate design and build activities within a multivendor environment.
Assist in the RFP and contracting processes for Service Desk, ITSM, and SIAM services as needed.
Apply organisational design principles to Service Desk and Request Management.
Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
Establish monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.
What you'll need to succeed
Strong understanding of ITIL Best Practices (V3 / ITIL4). Minimum ITIL Foundation certification.
Proven leadership experience in defining/strategising, designing, and establishing a Service Desk and Request Practice.
In-depth knowledge of the role of Service Desk and Request Management within enterprise environments.
Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders, including C-Level executives.
Experience in dynamic operational settings with evolving timelines and requirements.
Familiarity with enterprise Service Management solutions, particularly Service Desk channels, AI/ML, automation, and user experience/customer experience integrations.
What you'll get in return
An initial 6-month contract with the view for extensions
Competitive daily rate Outside IR35 (via Ltd company)
Hybrid working available
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.