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IT Service Management Transformation Lead

La Fosse
Job LocationLondon
EducationNot Mentioned
Salary£650.00 - £695.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Newly created role focusing heavy on continual service improvement. Youll 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 withinServiceNow).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
  • VendorManagement: 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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