Your new company
We are seeking a knowledgeable ITSM Consultant with a focus on Service Desk and Request Management to lead the design and implementation of these practices for a prestigious client. This role will involve establishing a new service desk that enhances user experience through innovative channels and developing a Request Catalogue that improves access to services for the user community.
Your responsibilities
*Define and communicate the overall mission of the practices, including the roadmap, goals, and objectives.
*Create a comprehensive roadmap for the Service Desk, considering B2B, Shared Service, and B2C models.
*Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
*Design and develop a Request Catalogue aimed at automating service delivery wherever possible.
*Establish a governance framework for handling non-standard requests.
*Resolve cross-functional issues as they arise.
*Support the selection and onboarding of a new Service Desk.
*Coordinate design and build activities within a multivendor environment.
*Assist in the RFP and contracting processes for Service Desk, ITSM, and SIAM services as needed.
*Apply organisational design principles to Service Desk and Request Management.
*Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
*Establish monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.


What you’ll need to succeed
*Strong understanding of ITIL Best Practices (V3 / ITIL4). Minimum ITIL Foundation certification.
*Proven leadership experience in defining/strategising, designing, and establishing a Service Desk and Request Practice.
*In-depth knowledge of the role of Service Desk and Request Management within enterprise environments.
*Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders, including C-Level executives.
*Experience in dynamic operational settings with evolving timelines and requirements.
*Familiarity with enterprise Service Management solutions, particularly Service Desk channels, AI/ML, automation, and user experience/customer experience integrations.


What you’ll get in return
*An initial 6-month contract with the view for extensions
*Competitive daily rate Outside IR35 (via Ltd company)
*Hybrid working available
What you need to do now
If you’re interested in this role, click ’apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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