Service Desk Transformation Lead

Key Responsibilities

• Lead the end-to-end transformation of the Service Desk and ITSM operating model.
• Assess current Service Desk processes, identify inefficiencies and implement a clear transformation roadmap.
• Optimise and maximise the use of ManageEngine ServiceDesk Plus, including workflows, automations, routing, SLAs, reporting and self-service functionality.
• Review and redesign ITSM processes in line with ITIL best practice, particularly incident, request, problem, change and knowledge management.
• Introduce automation and workflow improvements to reduce manual intervention and improve operational efficiency.
• Implement effective ticket categorisation, prioritisation, assignment and escalation processes.
• Develop and implement a shift-left strategy, increasing the use of knowledge management, self-service and automation to resolve common issues without Service Desk intervention.
• Drive the reduction and elimination of ticket backlogs while establishing sustainable processes to prevent them from returning.
• Review Service Desk workloads, operating practices and resource utilisation to improve team performance and reduce burnout.
• Help rebuild team morale by creating clearer processes, responsibilities, performance measures and development pathways.
• Transform the support model for Head Office users, including VIP support, hardware deployment and SaaS provisioning.
• Establish clear and measurable SLAs, KPIs and service performance metrics.
• Improve workflows for high-severity incidents and minimise business disruption caused by critical IT issues.
• Where relevant, optimise support processes for POS, payment terminal, network and store technology failures.
• Coordinate effectively with field engineers, technology partners and hardware vendors, ensuring appropriate SLA performance.
• Build strong relationships with senior stakeholders and communicate service improvements clearly across technical and non-technical audiences.
• Drive a culture of continuous service improvement, using data and operational insight to identify further opportunities for transformation.

Skills required:

• Our client is particularly interested in candidates who can demonstrate proven Service Desk transformation experience, rather than simply experience managing an established Service Desk.
• Significant experience leading or delivering Service Desk / ITSM transformation programmes.
• Strong knowledge of ITIL principles and IT Service Management best practice.
• A track record of improving Service Desk processes, operating models and customer experience.
• Practical experience implementing ITSM workflows, automation and process improvements.
• Strong experience with service management platforms; ManageEngine ServiceDesk Plus Cloud experience would be highly advantageous.
• Experience developing self-service, knowledge management, automated ticket routing and shift-left capabilities.
• A strong understanding of incident, request, problem, change and SLA management.
• Experience using Service Desk data, KPIs and reporting to drive operational improvements.
• Proven ability to reduce ticket backlogs and improve service performance.
• Strong stakeholder management skills, with the ability to communicate effectively with Service Desk teams, technical specialists, business users and senior leadership.
• Experience leading teams through operational and cultural change.