IT Service Management Transformation Lead
3 weeks ago
**Regions**:
- England
- **Location**:
- London
- **Disciplines**:
- Cloud, Infrastructure and Services
- **Job types**:
- Remote Work
- **Industry**:
- IT Services
- **Salary**:
£650 - £695 per day + Inside IR35
**Functions**:
- Service Desk Manager
- **Seniority**:
- Mid-level
- **Technologies**:
- Microsoft Azure
- **Posted**:
17 mins ago
**Job reference**:
BBBH99152_1706894174
**Benefits**:
Inside IR35
- Job Benefits: Inside IR35
- Location: London (Mainly Remote)
Rate: £650 - £695 inside IR35.
Duration: Minimum of 6 months.
Your role as IT Service Management Transformation Lead
- Service Desk Optimization: Implement automation, ‘Shift Left’ initiatives, and optimize service desk processes to enhance efficiency and effectiveness.
- ITSM Process Streamlining: Streamline Joiners-Movers-Leavers (JML), request management, and self-service portal catalog processes
- Vendor Management: Develop and maintain strong vendor relationships, ensuring alignment with project goals and timely delivery of services.
- Business Workshops: Facilitate ‘Voice of the Business’ workshops, effectively collating, prioritizing, and tracking feedback to integrate into service improvements.
- Tech Bar Implementation: Establish global Deskside Support Tech Hubs in key locations, catering to the diverse needs of a global workforce.
- User Experience and Digital Monitoring: Oversee the implementation of Digital reporting capabilities, ensuring effective user experience metric monitoring, reporting and resultion.
Required Skills and Experience as IT Service Management Transformation Lead:
- Proven experience in ITSM project management: particularly in service desk optimization and ITSM process improvement across multiple workstreams
- Ability to facilitate workshops and integrate feedback into CSI planning.
- Proven experience of managing Business Analysts, ITSM Process Engineers and ServiceNow development teams.
- Knowledge of digital monitoring tools and reporting systems.
- Proficiency in ITIL, ServiceNow, ITSM Self Service Capabilities, Virtual Agent
- ServiceNow experience is a must. Ideally globally too.
- Strong experience in vendor management and stakeholder engagement
Sound like you? Please do get in touch.
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