Remote/Bristol | Consultant | £55-65k (Day Rate Neg) | Internal Reference 1001


Role Title:
IT Service Desk Transformation Consultant

Role Type:
Fixed Term Contract (12 Months) with potential for perm or Day Rate Contract (6 -18 Months)

Remote until lockdown eases, then remote and 2 days per week in Bristol


Our client has gown massively and quickly in the last few years, increasing their employees and therefore the numbers of users of IT systems. In addition to that, new systems are being implemented and so support tickets have trebled in recent months. A good Team needs more robust processes and so we are looking for a FTC candidate with a likely move to perm afterwards or a Day Rate Contractor to come in and transform the current Service Desk Operation. The role will require reviewing the current set up through remote meetings and documentation to then design and deliver a new service with documented roadmap that is fit for purpose for the size they have grown to.

This will include:

  • New robust processes to be followed by the entire team and to be understood by the user community and other IT Teams

  • Determine improved Service provision as a whole (service plan)

  • Review and recommend Resource Needs

  • Measure Performance Better (KPI’s)

  • Identify where Tools and Automation could add value but focus mostly on process and people

  • An efficient change management and control process

You will:

  • Have previously transformed Service Desk Operations on at least 2 occasions for different organisations to bring different experiences to this role

  • Not just a Service Desk Manager, but will have managed such before. You are likely to be Head of Service or Service Management Consultant and taken the LEAD on transformation, not just part of the team

  • Be Persuasive to get across your experienced views and designs but bring senior management and the teams along with you (great stakeholder management)

  • Have good control and process experience for service provision

  • Be knowledgeable in Service Tool Kits and Automation and when appropriate to use the latter

  • ITIL background expected but they are not looking for a strict ITIL implementation here due to the nature of the business changing so quickly requiring fluid adaptation as well as structure