Our client is currently looking to recruit an Enterprise Service Management Delivery Lead on an initial 9 month.
Enterprise Service Management Delivery Lead
Central London / Hybrid - 9 months
£350 - £385 per day inside IR35
We are looking for an Enterprise Service Management (ESM) Delivery Lead to support a major transition from programme delivery into business-as-usual.
You’ll lead the remaining work packages of a large ESM programme, manage a smooth transition into BAU, and support the rollout of a new ESM operating model. This is a business-facing role working closely with technical teams to enhance our enterprise front door ticketing and workflow product.
You will manage a small team (1–3 people) and play a key role in driving service improvements across a complex, fast-moving environment.
Duties
* Deliver programme work packages and lead transition into BAU
* Drive service improvements, customer experience insights, and continual service management
* Run service reviews and produce performance reporting
* Prioritise high-impact initiatives across the ESM portfolio
* Collaborate with technical teams on enhancements (e.g. telephony, chat, reporting)
* Shape governance and support the long-term ESM operating model
Key Experience
* Strong experience delivering services in complex organisations
* Programme delivery experience, ideally involving ESM
* Excellent stakeholder management and communication skills
* Ability to lead service reviews and turn data into actionable insights
* Knowledge of ITIL or similar service management frameworks
* Confident working in business-facing environments (not a technical role)
This is a fantastic opportunity to join an established organisation on an initial 9 month contract