Join a leading airline services provider as a Service Desk and Incident Management Lead!
Job Overview:
We are seeking a highly skilled and motivated Service Desk & Incident Lead to oversee end‑to‑end Service Desk operations, manage Incident Management processes, and ensure alignment with ITIL best practices andernance. This role is critical in driving high‑quality service delivery, toolingernance, and operational excellence across Transform.
1. Location: Uxbridge (Hybrid – 3 Days Onsite)
2. Daily Rate: Flexible (Inside IR35)
3. Contract Length: 6 Months
4. Start Date: ASAP
Key Responsibilities
5. Lead and manage the Service Desk team, ensuring exceptional IT support and high‑quality service delivery.
6. Own and manage the end‑to‑end Service Desk model for Transform on the Central ServiceNow platform, aligned to ITIL and OpCo needs.
7. Oversee and drive the incident management process, including prioritisation, escalation handling, and major incident participation.
8. Approve new Application/Service support models and challenge non‑fit‑for‑purpose designs during Service Design.
9. Act as primary escalation contact forplex incidents, GDPR‑related issues, and global service impacts.
10. Monitor performance, drive continuous improvement, and oversee CSAT reporting and service assurance.
Key Requirements:
11. Bachelor’s degree in IT,puter Science, or a related field.
12. Proven experience in Service Desk & Incident Management roles, including 3+ years in leadership.
13. Strong understanding and application of ITIL frameworks.
14. Excellentmunication, decision‑making, and problem‑solving skills.
15. Proficiency with Service Desk platforms such as ServiceNow.
16. Ability to work under pressure, manage escalations, and influence multiple stakeholders.
Additional InformationInterview Process: Multi‑stage interview process (details provided upon screening).How to Apply:If you're interested in this role, click ‘apply now’ to forward an up‑to‑date copy of your CV, or call us directly. If this job isn't quite right for you, but you're exploring new opportunities, please contact us for a confidential career discussion. #4780118 - Nikhil Sahu