About The Company
OCS UK & Ireland is a facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.
About The Role
Key Responsibilities:
Service Performance & Delivery
Lead and be accountable for the day‑to‑day performance of the Service Desk, ensuring service KPIs and SLAs are achieved.
Monitor, analyse, and report on Service Desk performance, identifying trends, risks, and improvement actions.
Work with Service Desk Managers to ensure service delivery meets customer expectations and contractual commitments.
Leadership & People Management
Provide direct line management to Service Desk Managers, including:
Regular 121s,Objective setting & reviews, performance management and improvement plans where required
Drive a positive service culture through leadership meetings, coaching, and consistent role‑modelling.
Provide regular feedback, support, and guidance to Service Desk Managers.
Identify talent, development needs, and succession opportunities within the Service Desk function.
Process, Standards & Continuous Improvement
Lead the standardisation of Service Desk process maps and maintain the process library.
Ensure all operational documentation is accurate, current, and fit for purpose.
Drive continuous improvement initiatives focused on service quality, efficiency, and customer experience.
Ensure readiness for audits, BCP testing, and operational resilience activities.
Stakeholder & Escalation Management
Act as escalation for customers and internal stakeholders.
Build and maintain effective working relationships with Account Directors, RDs, and other internal teams.
Support discussions around service delivery, operational challenges, and stakeholder expectations.
Escalate high‑risk or strategic issues to the Head of Central Operations with clear recommendations.
Service Desk Mobilisation & New Contracts
Lead the mobilisation of Service Desk services for new contracts, ensuring smooth transition into live service.
Work closely with Account Directors, Service Delivery, RDs, and internal stakeholders to define mobilisation plans, timelines, and resource requirements.
Ensure processes, equipment, documentation, and resourcing are in place to support new customer onboarding.
Own mobilisation readiness activities, including knowledge transfer, training, and early‑life support.
Act as the primary operational point of contact during mobilisation phases, escalating risks and issues as required.
Conduct post‑mobilisation reviews and capture lessons learned to improve future onboardings.
Recruitment & Resource Planning
Lead recruitment for Service Desk roles, ensuring appropriate resourcing and skills coverage.
Support onboarding and development of new starters.
Identify skills gaps and training requirements across the Service Desk teams.
Development & Strategic Exposure (Development‑Specific)
Work closely with the Head of Central Operations to gain exposure to:
Service strategy and long‑term planning
Budget awareness and cost considerations
Service development and improvement roadmaps
Lead agreed strategic initiatives or projects to support readiness for the Head of Service Desk role.
Participate in structured development and readiness reviews at 6 and 12 months.
Success Measures
Sustained achievement of Service Desk KPIs and service targets.
Improved consistency, maturity, and performance across Service Desk teams.
Positive engagement, performance, and feedback from Service Desk Managers and other business stakeholders.
Successful leadership of at least one Service Desk mobilisation.
Demonstrated readiness to step into the Head of Service Desk role at the end of the 12‑month period.
How To Apply
If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.