Global Service Desk & Outsourced Partner Assurance Manager

Overview

Title: Global Service Desk & Outsourced Partner Assurance Manager
Location: Surrey (2 – 3 days onsite per week) / flexible international travel
Reporting to: Head of Digital Workplace
Salary: £85k – £95k (plus 20% bonus)

Role Purpose

You will be accountable for establishing and assuring a global service-desk arrangement for a major international business. Initially you will drive the rollout of the new outsourced service into local markets, then move into steady-state governance: tracking metrics/KPIs/SLAs/XLAs, conducting service reviews with the partner, and interfacing with senior internal stakeholders (business leadership, country IT leads, executive support teams). You will also collaborate with internal Service Management to ensure the end-to-end support ecosystem meets business expectations.

Key Responsibilities

• Develop and embed global Service Desk standards, ways of working and partner-governance frameworks.
• Partner with local desk-side & executive support teams to ensure tight integration and adherence to standards.
• Own continuous improvement cycles and identify enhancement opportunities in the outsourced service.
• Monitor supplier performance (metrics, SLAs/XLAs, contractual commitments) and conduct regular review meetings.
• Lead a small internal team (initially ~3 desk-side support staff) and coordinate with the outsourced provider.
• Engage with senior stakeholders (up to C-suite) across multiple countries, time-zones and cultures.
• Provide clear, data-driven insight through reporting, analysis, and presentation of service performance.
• Act as a key member of the programme governance board (during rollout) and subsequently the ongoing service review forum.
• Travel internationally on a periodic basis (e.g., vendor sites / country launches) as required.

Skills & Experience Required

• 8+ years in IT Service Desk management or service assurance role with an outsourced environment.
• Strong customer-service mindset; experience interacting with senior business leaders.
• Practical experience of ServiceNow (or equivalent ITSM tooling) and solid working knowledge of ITIL processes.
• Proven experience working in a global environment with multiple countries/time zones.
• Analytical mindset: able to extract insights from metrics, produce reports and present to senior audiences
• Experience managing or overseeing delivered services via a supplier / outsourcing partner.
• Confident communicator across operational and executive levels.
• Self-motivated, able to operate independently, high bias for action; resilient and credible even when things aren\’t going smoothly.

If this opportunity is of interest, please apply with an updated CV for consideration.