Service Management Consultant (Service Desk), £540 per day outside IR35
Posted 1 day ago by 1772207161
£540 Per day
Outside
Hybrid
London
Summary: The Service Management Consultant role focuses on enhancing the Service Desk operations through a comprehensive operational review and transformation initiatives. The consultant will leverage process optimization, automation, and AI integration to improve user experience and efficiency. This position requires a blend of technical expertise and strong stakeholder engagement skills. The role is initially for 3 months with a hybrid working arrangement, requiring 2-3 days per week in London.
Key Responsibilities:
- Conduct a comprehensive review of service desk operations, processes, tooling, SLAs, KPIs, and governance.
- Develop a transformation strategy aligned to business objectives and create a phased roadmap.
- Identify and implement AI-driven capabilities for service desk improvement.
- Optimize incident, request, problem, and knowledge management processes.
- Assess current ITSM platform and recommend upgrades or consolidation.
- Lead workshops and stakeholder interviews to establish governance frameworks.
Key Skills:
- Proven record of delivering against IT Service Management (ITSM).
- Experience leading service desk transformation initiatives.
- Deep knowledge of ITIL (ITIL4 certification preferred).
- Experience with leading ITSM platforms (ServiceNow, Jira SM, etc.).
- Strong analytical and data-driven decision-making capability.
- Excellent stakeholder engagement and executive communication skills.
- Experience implementing AI and automation within IT support environments.
- Experience in change management and organisational transformation.
Salary (Rate): £540 per day
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
Service Management Consultant (Service Desk), £540 per day outside IR35
3 months initially, Remote Working & London
Bench IT require an experienced Service Management Consultant to focus on the Service Desk to conduct a full operational review, identify performance gaps, and lead the transformation of the service desk through process optimisation, automation, AI integration, and modern tooling to deliver measurable improvements in user experience, efficiency, and cost-effectiveness. The successful resource should have the skills and experience included below.
Please note this role is working 2-3 days per week in London.
Experience:
- Proven record of delivering against IT Service Management (ITSM)
- Proven track record leading service desk transformation initiatives
- Deep knowledge of ITIL (ITIL4 certification preferred)
- Experience with leading ITSM platforms (ServiceNow, Jira SM, etc.)
- Strong analytical and data-driven decision-making capability
- Excellent stakeholder engagement and executive communication skills
- Strong experience implementing AI and automation within IT support environments
- Experience in change management and organisational transformation
- Experience in the following:
- Increase in First Contact Resolution (FCR)
- Reduction in Mean Time to Resolve (MTTR)
- Improved Customer Satisfaction (CSAT/NPS)
- Reduced cost per ticket
- Increased automation rate
- Improved knowledge utilisation
Deliverables:
- Current State Assessment: Conduct a comprehensive review of service desk operations, processes, tooling, SLAs, KPIs, and governance. Analyse ticket volumes, trends, resolution rates, escalation patterns, and user satisfaction. Evaluate technology stack (ITSM platform, telephony, knowledge base, automation tools)/
- Transformation Strategy & Roadmap: Develop a clear transformation strategy aligned to business objectives, Define a target operating model (TOM), Create a phased roadmap with cost-benefit analysis, Identify quick wins and longer-term innovation opportunities
- AI & Automation Enablement: Identify and implement AI-driven capabilities such as: Virtual agents/chatbots, AI-powered ticket categorisation and routing, Predictive analytics and incident prevention, Automated password resets and common request fulfilment
- Process & Service Improvement: Optimise incident, request, problem, and knowledge management processes, Improve first contact resolution (FCR) and reduce MTTR, Redesign knowledge management practices, Implement shift-left strategies
- Tooling & Technology Optimisation: Assess current ITSM platform (eg, ServiceNow, Jira Service Management, Freshservice), Recommend upgrades or platform consolidation if required, Introduce dashboards and Real Time performance visibility
- Change & Stakeholder Management: Lead workshops and stakeholder interviews, Establish governance and performance reporting frameworks
Service Management Consultant (Service Desk), £540 per day outside IR35
3 months initially, Remote Working & London