Project Manager - Service Desk
Posted 1 day ago by PACE Transformation Specialists
£85,000 Per year
Outside
Hybrid
London, UK
Summary: The Project Manager - Service Desk role at Pace involves overseeing the management of IT Service Desk operations, ensuring effective support and service delivery. The position requires strategic leadership and agility, with responsibilities including project scope management, stakeholder communication, and team development. The successful candidate will have a strong technical background and experience in regulated industries, particularly in service desk systems. This is a 6-month fixed-term contract based in the City of London, with a salary range of £75,000 to £85,000, depending on experience.
Key Responsibilities:
- Manage project scope, timelines, budgets, and documentation to support governance and project delivery
- Ensure commercial control and governance of projects while maintaining communication with stakeholders
- Oversee the full project lifecycle, including cost control and change management
- Provide technical support for IT applications and services, ensuring customer satisfaction and timely delivery
- Develop and lead the service desk team, including training and mentoring
Key Skills:
- Outsourcing and Third Party management to oversee the management of IT Service Desk Operations
- Strong technical background in Service Desk systems, including ServiceNow
- Legal-sector or highly regulated industry experience
- Methodologies: Prince2/PMP/Agile (Scrum/Kanban); ITIL familiarity
- Excellent stakeholder management with C-suite and HR leadership
- Advanced proficiency in Microsoft Excel and PowerPoint
- Ability to communicate effectively with technical and non-technical stakeholders
Salary (Rate): £85,000 yearly
City: London
Country: UK
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Senior
Industry: IT
Job Title: Project Manager - Service Desk (Consultant/Senior Consultant)
Location: City of London - 3 days per week (potential occasional travel to Scotland)
Duration: 6 month Fixed Term Contract (potential to extend)
Salary: £75,000 - £85,000, dependent on experience
Start: Asap
At Pace, our consultants genuinely care about the impact our work has on our customers and their customers alike. We are problem solvers' who call on our collective experience, knowledge and skills to support customers to access benefits early.
Our mission is to create environments that thrive for our customers; we enable this by providing transformation, process optimisation, and automation services, all with the aim of enabling our customers to harness human autonomy.
We are reimagining how transformation services are delivered, taking a human-centred approach, and our work is having a material impact on people's lives. If this resonates with you, we would love to hear from you.
Role:
We are seeking to hire an experienced Service Desk Project Manager to:
- Manage project scope, timelines, budgets, and documentation to support governance and project delivery
- Ensure commercial control and governance of projects while maintaining communication with stakeholders
- Oversee the full project lifecycle, including cost control and change management.
- Provide technical support for IT applications and services, ensuring customer satisfaction and timely delivery
- Develop and lead the service desk team, including training and mentoring
This role demand strategic leadership and agility. You'll act as the bridge between diverse teams and stakeholders, ensuring requirements are cleared captured and ensuring every detail of the transition programme is flawlessly executed.
The successful candidate will be able to demonstrate:
Essential:
- Outsourcing and Third Party management to oversee the management of IT Service Desk Operations, ensuring effective support and service delivery globally
- Strong technical background in Service Desk systems, including ServiceNow
- Legal-sector or highly regulated industry experience (desirable): understanding partner models, mobility, and confidentiality constraints
- Methodologies: Prince2/PMP/Agile (Scrum/Kanban); ITIL familiarity for HR service operations.
- Excellent stakeholder management with C-suite, HR leadership, Partners, local HR/payroll teams, and managed service providers.
- Advanced proficiency in Microsoft Excel and PowerPoint for data analysis, reporting, and executive presentations
- Ability to communicate effectively with technical and non-technical stakeholders
Desirable:
- PMP/Prince2 Practitioner; Agile (PSM/SAFe); ITIL Foundation
What's in it for you?
- An opportunity to join a high-growth, scale-up consulting firm making a material difference in how clients are served
- Personal development focus with annual appraisals, development plans, and bi-weekly coaching conversations
- Access to a personal training budget (subject to approval).
Compensation and Benefits:
- 25 days' annual leave, plus an extra day for your birthday
- Option to purchase up to 10 additional days of leave per year
- Reservist leave: up to 10 days paid
- AVIVA workplace pension scheme
- Save 30-60% on an electric car through The Electric Car Scheme
- Access to Pace's APM Corporate Partner benefits
- ADS Group Reward benefits
- Additional benefits available upon conversion to a permanent position
Your Pace team:
Harnessing Human Autonomy means putting human needs at the heart of system and process design.
At Pace, we help organisations align technology with human behaviour - designing systems that empower people, automate the routine, and unlock greater efficiency and innovation.
Imagine if... you worked for a company that has integrity at its core and truly values its people, social responsibility, and the real-world impact of its work.
We recognise that we are only as good as our people. Apply today to discover the great things we're achieving together - and the fun we have doing it.