At a Glance
- Tasks: Lead the service desk operations and ensure top-notch customer experience.
- Company: Join Kerv Connected Cloud, a leader in cloud and networking solutions.
- Benefits: Hybrid working, competitive salary, and a focus on employee well-being.
- Other info: Be part of a diverse team that values collaboration and innovation.
- Why this job: Make a real impact by improving service delivery and customer satisfaction.
- Qualifications: Experience in service desk or IT operations, with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Please note: We are a hybrid working company and this role will require attending our Liverpool St. Central London office a couple of times a week.
About Us
Kerv Connected Cloud brings together the capabilities of Kerv Connect and Kerv Transform to deliver high quality infrastructure transformation and managed services across cloud and networking. We help organisations transform and manage their environments with secure, automated network and cloud solutions that support data centres, branch offices and cloud platforms, alongside the managed IT services needed to operate them effectively.
About the role
The Service Desk Operational Lead is responsible for owning the lifecycle, quality, and performance of all service desk tickets across Kerv Connected Cloud. This role ensures that incidents, requests, and problems are managed in line with contractual SLAs and XLAs, while delivering an exceptional customer experience. Acting as the operational control point for ticket governance, the role drives consistency, accountability, and continuous improvement across service desk and resolver teams, ensuring that service delivery is efficient, proactive, and customer-focused.
Your part to play
- Ticket Lifecycle Management
- Own end-to-end management of all service desk tickets (incidents, service requests, and escalations)
- Ensure all tickets are correctly logged, categorised, prioritised, and assigned in line with agreed processes
- Maintain data integrity within ServiceNow (or equivalent ITSM platform)
- Drive adherence to ticket hygiene standards (updates, notes, categorisation, closure quality)
- SLA & Performance Management
- Monitor ticket queues to ensure compliance with response and resolution SLAs
- Proactively identify and address SLA breaches and at-risk tickets
- Lead daily SLA reviews and service desk performance stand-ups
- Produce and analyse SLA performance reports, identifying trends and improvement actions
- Customer Experience Ownership
- Ensure all customer interactions via tickets are professional, timely, and aligned with Kerv’s customer-first principles
- Drive improvements in customer satisfaction (CSAT) and experience-based metrics (XLA)
- Promote proactive communication and expectation management with clients
- Operational Control & Escalation Management
- Act as the central point of control for ticket flow across L1, L2, and L3 teams
- Manage ticket escalations internally and externally to ensure timely resolution
- Ensure clear ownership for all tickets, eliminating orphaned or stalled work
- Continuous Improvement & Governance
- Identify inefficiencies in ticket handling and implement process improvements
- Collaborate with Problem Management to reduce recurring incidents
- Assist with standardisation through templates, automation, and best practices
- Support the adoption of AI tooling (e.g., ServiceNow Now Assist, Copilot) to improve efficiency and quality
- Reporting & Stakeholder Management
- Provide regular reporting on ticket volumes, SLA performance, backlog health, and trends
- Present insights and recommendations to internal leadership
- Work closely with Service Delivery Managers to align ticket performance with contractual commitments
Key Measures of Success
- SLA compliance (response and resolution targets)
- Reduction in SLA breaches and backlog volume
- Ticket quality and data accuracy metrics
- Customer satisfaction (CSAT) and XLA improvements
- Efficiency gains in ticket handling and queue management
All about You
Essential
- Proven experience in a Service Desk, IT Operations, or MSP environment
- Understanding of ITIL practices (Incident, Request, Problem Management)
- Experience managing ticket queues and SLA performance
- Hands-on experience with ITSM tools (preferably ServiceNow)
- Excellent communication and stakeholder management abilities
Desirable
- Experience working within a Managed Service Provider (MSP)
- Exposure to XLA / experience-led service delivery models
- Familiarity with automation and AI tools in service management
- ITIL Foundation (or higher) certification
You will live the Kerv values…
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Service Desk Operational Lead in London employer: Kerv
Kerv Connected Cloud is an exceptional employer that prioritises a hybrid working model, allowing flexibility while fostering a collaborative environment in our Central London office. We are committed to employee growth through continuous improvement initiatives and a strong focus on diversity and inclusion, ensuring every team member feels valued and empowered to contribute to our mission of delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operational Lead in London
✨Tip Number 1
Get to know the company culture! Before your interview, check out Kerv's values and think about how you can align your experiences with them. This shows you're not just looking for a job, but you genuinely want to be part of the team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Operational Lead, you'll need to communicate effectively with various teams. Try role-playing common scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Be ready to discuss your problem-solving skills! Think of specific examples where you've improved processes or resolved issues in previous roles. This will help you demonstrate your ability to drive continuous improvement at Kerv.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Operational Lead in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service desk operations and ITIL practices. We want to see how your skills align with our needs at Kerv!
Showcase Your Customer Focus:Since we value a customer-first approach, share examples of how you've improved customer satisfaction in previous roles. Let us know how you’ve gone the extra mile for clients!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role promptly!
How to prepare for a job interview at Kerv
✨Know Your ITIL Inside Out
Since the role requires a solid understanding of ITIL practices, make sure you brush up on your knowledge of Incident, Request, and Problem Management. Be ready to discuss how you've applied these principles in past roles, especially in managing ticket queues and SLA performance.
✨Showcase Your Customer-Centric Approach
Kerv values a customer-first mindset, so prepare examples that highlight your commitment to exceptional customer service. Think about times when you improved customer satisfaction or handled difficult situations with professionalism and empathy.
✨Familiarise Yourself with ServiceNow
Hands-on experience with ITSM tools like ServiceNow is essential. If you have used it before, be prepared to discuss specific features you’ve leveraged for ticket management and reporting. If not, do some research on its functionalities to show your willingness to learn.
✨Emphasise Continuous Improvement
The role focuses on driving efficiency and process improvements. Come prepared with examples of how you've identified inefficiencies in previous roles and implemented changes that led to better ticket handling or team performance. This will demonstrate your proactive approach to operational excellence.
