Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Contract
Location: United Kingdom
Start Date: ASAP
Reference: RS-SDManager
Contact Name: Ross Stubbs
Contact Email:
Job Published: September 14, 2021 17:35

Job Description

Ross is looking for a Service Desk Manager to work in the UK on a 6-month contract.



· Work as solution consultant and transition manager for Service Desk transition and transformation outsourcing service pursuits and engagements

· Building customized and detailed transition & transformation solutions, ramp-up of the Service Desk deliveries

· Support the sales team for solution proposals, validations and defense during bid cycles

· Plan and conduct due diligence at offshore/client locations to validate assumptions and refine the transition solution and contractual clauses/requirements as applicable.

· Own and execute the end-to-end Service Desk transition through all the phases of the transitions namely; initiation, planning, knowledge build, ramp-up, cut-over and stabilization.

· Lead the project resources ( SME and transition leads) in a highly matrixed organization.

· Project management of medium to large scale service Desk transitions and green field implementations

· Work on Service Improvements and Crisis situations in the BAU projects on Go-To-Green initiatives

· Work on tools and automation initiatives as part of the Service Desk CoE


Skill Requirements:

· Understanding and hands on experience of managed services solutioning in the area of Service Desk transitions and transformations

· Understanding of customer requirements and outsourcing objectives and evaluate the constraints which might impact the transition solution

· Extensive hands on experience in managing medium to large Service Desk as Operations Manager

· Extensive working experience in leading and managing the Service Desk transitions through all the following phases namely: planning, execution of knowledge transfer, cut-over and stabilization and handover of operations to BAU.

· Ability to be able to coordinate and direct all resource based efforts to achieve collective goals by motivating project resources and leads.

· Ability to run Service Improvements and Go-To-Green projects to implement industry best practices for quick turnaround of the situation.

· Collaborate with sales team/Business Acquisition Group to craft a robust and comprehensive transition solution

· Client Relationship Management experience to be the interface until the closure of the transition

· Strong project management and project planning skills

· Provide leadership and oversight to highly matrixed teams

· Be responsible for all aspects of Service Desk transition execution from project initiation through closure

· Identify and manage dependencies and impacts among programs across the service transition

· Work with vendors, business and subject matter experts from other technical tracks on need basis.

· Hands-on with Project Planning, Issues and Risk Management and Project Quality Assurance.



· Should have minimum 10 – 12 year relevant industry experience

· Should have worked as a Service Desk operations Manager at least for 3 years

· Should have handled and lead minimum 3 transitions and transformations independently


Certification Requirements:

· ITIL V3 Foundation

· HDI - preferred

· Six Sigma Green Belt - preferred

· Prince OR PMP - preferred


Education Requirement

· Graduation with minimum 3 year full time course


Terms and Conditions

· Willing to work in timelines across Europe and Asia

· Flexible to travel frequently domestically and internationally on business trips.