At a Glance
- Tasks: Lead a major IT service transformation programme and optimise service desk operations.
- Company: Join a forward-thinking company focused on innovative IT solutions.
- Benefits: Competitive daily rate, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and team development.
- Why this job: Make a real impact by transforming service desk processes and enhancing user experience.
- Qualifications: Proven experience in service desk transformation and strong ITIL knowledge required.
The predicted salary is between 33750 - 41250 £ per year.
- Service Desk Transformation Lead
- Outside IR35 – Hybrid
We are working with our client to appoint an experienced Service Desk Transformation Lead to take ownership of a significant IT service transformation programme.
This is not simply a Service Desk management position.
We are looking for someone who has genuine, hands‑on experience transforming service desk and ITSM operations — someone who can take an inefficient environment, understand what is driving the issues, and implement the processes, workflows, automation and cultural changes required to create a modern, high‑performing service.
You will lead the end-to-end transformation of the Service Desk, combining technology, process and people to deliver a more efficient, measurable and customer-focused IT service.
A major focus will be on moving the Service Desk away from reactive ticket management towards a structured, automated and proactive ITSM model .
You will be expected to challenge existing processes, identify opportunities for improvement and implement practical solutions that reduce ticket volumes, improve resolution times, strengthen SLA performance and ultimately improve the experience for both IT teams and end users.
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 Manage Engine Service Desk 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 Saa S 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; Manage Engine Service Desk 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.
- Service Desk Transformation Lead
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
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Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive. it/privacy-notice/
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Service Desk Transformation Lead – 11817HSWAR employer: Proactive.IT Appointments Limited
Join a dynamic and innovative team as an Analytical Engineer, where you'll have the opportunity to work with cutting-edge technologies in a hybrid environment. Our collaborative culture fosters continuous learning and professional growth, ensuring that you can develop your skills while contributing to impactful data-driven solutions. With competitive salaries, bonuses, and a strong commitment to employee well-being, we offer a rewarding workplace that values your contributions and encourages creativity.
Contact Details:
Proactive.IT Appointments Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Transformation Lead – 11817HSWAR
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We think you need these skills to ace Service Desk Transformation Lead – 11817HSWAR
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Proactive.IT Appointments Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Proactive.IT Appointments Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Proactive.IT Appointments Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
