Service Desk Transformation Lead
Posted 2 weeks ago by La Fosse
£500 Per day
Outside
Hybrid
London Area, United Kingdom
Summary: The Service Desk Transformation Lead is responsible for leading a global transformation of the Service Desk and ITSM platform for a recognized entertainment brand. This role involves managing vendors, driving process improvements, and ensuring the effective implementation of IT services and tooling. The position requires a strong background in IT project management, particularly in ITSM and Service Desk transformations. The contract is set to start on January 5th and lasts for six months, with a requirement for two days per week on-site in Euston.
Key Responsibilities:
- Lead end-to-end delivery of a Service Desk and ITSM platform transformation.
- Manage requirements, vendor selection, implementation, and rollout.
- Coordinate RFI and RFP processes, set clear evaluation criteria, align stakeholders.
- Oversee tool selection and implementation, support ITSM processes and service excellence.
- Harmonise ITSM processes across regions: Incident, Request, Change, Knowledge, CMDB.
- Plan and execute mobilisation and rollout, including pilot, training, and transition to BAU.
- Track deliverables, milestones, and dependencies, report progress.
- Manage risks, issues, dependencies, and change control, escalate when needed.
- Work with internal IT, service delivery teams, and external vendors for cohesive delivery.
- Provide regular reporting to stakeholders at all levels.
Key Skills:
- 8–10 years in IT project management, including ITSM and Service Desk transformation.
- Proven delivery of global ITSM tool implementations e.g. ServiceNow.
- Experience managing RFI/RFP processes and vendor selection.
- Led cross-functional, multi-region teams and suppliers.
- PRINCE2 Practitioner, PMP, or equivalent.
- ITIL Foundation (minimum).
Salary (Rate): £500 daily
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Senior
Industry: IT
Service Desk Transformation Lead – Contract
You deliver change. You lead global Service Desk transformation. You manage vendors, drive process improvement, and make IT services and ITSM tooling work.
Location: Project would benefit from 2 days per week (Euston)
Rate: £500 - Outside IR35
Start: 5th Jan start. 6 month contract.
Who: Global recognised entertainment brand with a cause for good.
What you will do
- Lead end-to-end delivery of a Service Desk and ITSM platform transformation
- Manage requirements, vendor selection, implementation, and rollout
- Coordinate RFI and RFP processes, set clear evaluation criteria, align stakeholders.
- Oversee tool selection and implementation, support ITSM processes and service excellence
- Harmonise ITSM processes across regions: Incident, Request, Change, Knowledge, CMDB
- Plan and execute mobilisation and rollout, including pilot, training, and transition to BAU
- Track deliverables, milestones, and dependencies, report progress
- Manage risks, issues, dependencies, and change control, escalate when needed
- Work with internal IT, service delivery teams, and external vendors for cohesive delivery
- Provide regular reporting to stakeholders at all levels
Your profile
- 8–10 years in IT project management, including ITSM and Service Desk transformation
- Proven delivery of global ITSM tool implementations e.g. ServiceNow.
- Experience managing RFI/RFP processes and vendor selection
- Led cross-functional, multi-region teams and suppliers
- PRINCE2 Practitioner, PMP, or equivalent
- ITIL Foundation (minimum)
Ready to lead a service transformation that matters? Send your CV and receive a response within 48 hours.