At a Glance
- Tasks: Lead IT Service Desk operations and ensure top-notch service delivery across key platforms.
- Company: Join a forward-thinking enterprise focused on innovation and collaboration.
- Benefits: Attractive salary, health perks, remote work options, and growth opportunities.
- Other info: Dynamic role with opportunities for career advancement in a global environment.
- Why this job: Make a real impact in IT while mentoring the next generation of analysts.
- Qualifications: 8+ years in IT operations with strong leadership and service management skills.
The predicted salary is between 45000 - 50000 £ per year.
The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement.
This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.
Key Responsibilities
- Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.
- Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.
- Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.
- Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.
- Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.
- Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.
- Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.
- Manage Active Directory and Azure AD governance, access control and compliance standards.
- Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.
- Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.
- Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.
- Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.
- Mentor analysts and contribute to operational maturity and service governance frameworks.
Required Qualifications
- 8+ years of enterprise IT operations experience.
- Proven leadership in Major Incident Management within regulated or enterprise environments.
- Strong expertise in ITIL-based service governance and ServiceNow ITSM.
- Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.
- Demonstrated stakeholder management across business and technical functions.
- Experience working in global or multi-site environments.
Enterprise Service Management - Systems Engineer - Senior Associate in London employer: Vialto Partners
Vialto is an exceptional employer that fosters a culture of collaboration, belonging, and innovation, making it an ideal place for professionals looking to make a meaningful impact in the global work landscape. With flexible career opportunities, a commitment to employee growth, and a supportive environment, team members can thrive while working on diverse projects that span across 150 countries. The hybrid work model in vibrant locations like New York or London further enhances the work-life balance, allowing employees to build rewarding careers without borders.
