Newly created role focusing heavy on continual service improvement. You ll be transforming a globally recognised brand and be the subject matter expert on service desk supplier management, implantation of tech bars and process enhancement (specifically within ServiceNow).

Location: London (Mainly Remote)

Rate: 650 - 695 (inside IR35)

Duration: Minimum of 6 months.

Your role as IT Service 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 Service 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.