Service Desk Transformation Lead

CompanyLa Fosse

LocationLondon Area, United Kingdom

Posted At12/4/2025

UK Visa Sponsorship Analytics

Occupation Type

IT user support technicians

Occupation Code Skill LevelMedium Skilled

Sponsorship Salary Threshold

£41,700 (£21.38 per hour)

Standard minimum applies

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Description

Service Desk Transformation Lead – Contract

You deliver change. You lead global Service Desk transformation. You manage vendors, drive process improvement, and make IT services and ITSM tooling work.

Location: Project would benefit from 2 days per week (Euston)

Rate: £500 - Outside IR35

Start: 5th Jan start. 6 month contract.

Who: Global recognised entertainment brand with a cause for good.

What you will do

Lead end-to-end delivery of a Service Desk and ITSM platform transformation
Manage requirements, vendor selection, implementation, and rollout
Coordinate RFI and RFP processes, set clear evaluation criteria, align stakeholders.
Oversee tool selection and implementation, support ITSM processes and service excellence
Harmonise ITSM processes across regions: Incident, Request, Change, Knowledge, CMDB
Plan and execute mobilisation and rollout, including pilot, training, and transition to BAU
Track deliverables, milestones, and dependencies, report progress
Manage risks, issues, dependencies, and change control, escalate when needed
Work with internal IT, service delivery teams, and external vendors for cohesive delivery
Provide regular reporting to stakeholders at all levels

Your profile

8–10 years in IT project management, including ITSM and Service Desk transformation
Proven delivery of global ITSM tool implementations e.g. ServiceNow.
Experience managing RFI/RFP processes and vendor selection
Led cross-functional, multi-region teams and suppliers
PRINCE2 Practitioner, PMP, or equivalent
ITIL Foundation (minimum)

Ready to lead a service transformation that matters? Send your CV and receive a response within 48 hours.