Service Desk Manager in Crick

Here at XPO, we take our people seriously. We are seeking a highly motivated and experienced IT Service Desk Manager to join our dynamic IT team on a full-time, permanent basis at our head office in Crick. This is a hybrid role, requiring attendance in Crick a minimum of 3 days per week. This role is pivotal to how IT services are delivered across the organisation. The successful candidate will manage our outsourced service desk as a strategic supplier, ensuring high-quality, SLA-driven service delivery and outstanding customer experience. In addition, the role will own Major Incident Management, act as ServiceNow Product Owner for Europe, and provide governance and administration support to the CMDB function. An understanding of transport, logistics, or warehouse operations would be advantageous.

Pay, Benefits And More

We’re looking to offer a salary of up to £45,000 per annum. In addition, you’ll receive 25 days holiday plus bank holidays, with the option to buy additional days. You’ll also have access to a variety of high-street discounts, salary sacrifice company car and cycle-to-work schemes, a workplace pension, and many other benefits.

Key Responsibilities

• Act as the primary owner of the outsourced IT Service Desk, managing the supplier as a strategic partner.
• Ensure consistent delivery against SLAs, KPIs, and contractual commitments, driving service quality, performance, and continuous improvement.
• Conduct regular service reviews, performance reporting, and governance forums with the supplier.
• Challenge, influence and drive improvements where service performance, quality or customer experience does not meet expectations.
• Ensure the service desk delivers effective incident, request, problem and escalation management.
• Act as the service owner for Major Incident Management delivered by our external supplier, ensuring the process is operated effectively, consistently, and in line with agreed governance.
• Act as the ServiceNow (SNOW) Product Owner for Europe, with end-to-end accountability for the platform.
• Own the ServiceNow development and enhancement pipeline, prioritising demand in line with business and IT strategy.
• Ensure ServiceNow is used effectively to support process maturity, automation, reporting, and user experience.
• Work closely with the North America ServiceNow team to ensure global alignment, consistency, and reuse of capabilities while representing EU requirements.
• Govern change, deployments and releases to ensure platform stability and value realisation.
• Provide governance and administrative oversight for the CMDB, ensuring data quality, accuracy, and completeness.
• Support service management processes aligned to ITIL v4 best practice.
• Ensure services, assets, and relationships are maintained correctly within ServiceNow.

What you need to succeed at XPO

• ITIL v4 certification (or equivalent service management framework).
• Proven experience (3–5+ years) managing an IT Service Desk, including outsourced supplier management.
• Strong ServiceNow experience with hands‑on ownership or administration of the platform.

Desirable

• Experience operating within transport, logistics, warehousing or operational environments.
• Experience working in global IT models, aligning with international teams.
• Strong understanding of CMDB governance and service mapping.

Be Part Of Something Big

We strive to create an inclusive environment for all our colleagues, where everyone feels welcomed, empowered and where you can bring your true self to work. You may not feel you tick all of the boxes we have written above, so even if your experience doesn’t precisely match the job description but you feel you have the skills needed, please feel free to reach out to our recruitment team for an initial discussion. Your skills and passion set you apart and we welcome diverse people and perspectives at XPO. We encourage applications from people of all different backgrounds and identities. To empower you to do as well as possible during the recruitment process, if you require any changes or amendments to our application and interviews, please don’t hesitate to let us know.