ITSM Programme Manager
Posted 2 days ago by La Fosse
£600 Per day
Outside
Hybrid
London Area, United Kingdom
Summary: The ITSM Programme Manager will lead the delivery of a modern Global Service Desk platform aimed at enhancing service consistency and user experience across regions. This role involves overseeing the entire initiative from requirements gathering to implementation and global rollout, ensuring alignment with business needs and effective IT operations. The position is based in London with hybrid working arrangements and is classified as outside IR35. The contract is initially for 6 months.
Key Responsibilities:
- Establish and operate effective programme governance, ensuring clear decision-making, escalation paths, and alignment to the evolving global service model.
- Develop and maintain integrated programme plans, tracking milestones, dependencies, risks, and impacts on operating model, process, and policy.
- Coordinate and manage vendor RFI and RFP processes, ensuring service, operating model, and policy requirements are clearly articulated and assessed.
- Lead and coordinate cross-functional teams spanning regional IT, service delivery, ITSM process owners, and third-party vendors.
- Work closely with Global Service Desk leadership to define roles, responsibilities, and behavioural expectations aligned to the target operating model.
- Define and evolve the global ITSM operating model, including the creation of policies, standards, and service practices required to support it.
- Lead the design, development, and harmonisation of ITSM processes (Incident, Request, Change, Knowledge, CMDB, etc.), ensuring they are supported by clear, usable policy and guidance.
- Lead the selection, implementation, and configuration of the ITSM and Global Service Desk technology platform, ensuring alignment with the target operating model, processes, and policies.
- Translate service, process, and policy requirements into practical system design, workflows, automation, and reporting within the ITSM tool.
Key Skills:
- Proven experience delivering complex, multi-region IT projects, ideally involving global or regional Service Desk and ITSM transformations.
- Demonstrated success leading end-to-end ITSM or Service Desk implementations, including tool selection, configuration, integration, data migration, and user adoption.
- Experience designing or implementing service desk or IT service management operating models, supporting consistent service delivery across regions.
- Track record of standardising ITSM processes across multiple regions, including the development of global process frameworks, KPIs, and governance models.
- Experience managing vendor selection and delivery, including RFI/RFP processes, contracting, and oversight of system integrators or managed service providers.
- Strong background in stakeholder management and change delivery, aligning technical teams, service operations, and business stakeholders to shared outcomes.
- Experience transitioning services into stable business-as-usual operations, including readiness assessments, handover to support teams, and early-life support.
- Prior experience working in distributed or international organisations, with exposure to multiple cultures, languages, and operating contexts.
Salary (Rate): £600 daily
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
We’re looking for an ITSM Programme Manager to deliver a modern, unified Global Service Desk platform to improve service consistency, visibility, and user experience across all regions.
Location: London HQ (Hybrid Working)
Pay Rate: £500–600 Outside IR35
Contract Length: 6 Months Initially
You will lead the initiative end-to-end, from requirements and vendor selection through to implementation and global rollout - ensuring the solution meets business needs and supports effective IT operations.
Key Responsibilities:
- Establish and operate effective programme governance, ensuring clear decision-making, escalation paths, and alignment to the evolving global service model.
- Develop and maintain integrated programme plans, tracking milestones, dependencies, risks, and impacts on operating model, process, and policy.
- Coordinate and manage vendor RFI and RFP processes, ensuring service, operating model, and policy requirements are clearly articulated and assessed.
- Lead and coordinate cross-functional teams spanning regional IT, service delivery, ITSM process owners, and third-party vendors.
- Work closely with Global Service Desk leadership to define roles, responsibilities, and behavioural expectations aligned to the target operating model.
- Define and evolve the global ITSM operating model, including the creation of policies, standards, and service practices required to support it.
- Lead the design, development, and harmonisation of ITSM processes (Incident, Request, Change, Knowledge, CMDB, etc.), ensuring they are supported by clear, usable policy and guidance.
- Lead the selection, implementation, and configuration of the ITSM and Global Service Desk technology platform, ensuring alignment with the target operating model, processes, and policies.
- Translate service, process, and policy requirements into practical system design, workflows, automation, and reporting within the ITSM tool.
What we’re looking for:
- Proven experience delivering complex, multi-region IT projects, ideally involving global or regional Service Desk and ITSM transformations
- Demonstrated success leading end-to-end ITSM or Service Desk implementations, including tool selection, configuration, integration, data migration, and user adoption
- Experience designing or implementing service desk or IT service management operating models, supporting consistent service delivery across regions.
- Track record of standardising ITSM processes across multiple regions, including the development of global process frameworks, KPIs, and governance models
- Experience managing vendor selection and delivery, including RFI/RFP processes, contracting, and oversight of system integrators or managed service providers.
- Strong background in stakeholder management and change delivery, aligning technical teams, service operations, and business stakeholders to shared outcomes.
- Experience transitioning services into stable business-as-usual operations, including readiness assessments, handover to support teams, and early-life support.
- Prior experience working in distributed or international organisations, with exposure to multiple cultures, languages, and operating contexts.
Sound like you? Please apply directly for more detail.