IT Service Management Transformation Lead (6-Month Contract) - Outside IR35 - Buckinghamshire - hybrid I'm working with a business that urgently needs a hands-on IT Service Management Transformation Lead to come in and completely reset how IT services are delivered. You'll take ownership of assessing the current IT service landscape and rapidly defining a clear, actionable roadmap. From there, you'll lead the design and implementation of ITIL-aligned processes, helping the business move from reactive firefighting to structured, measurable service delivery. A big part of the role is rebuilding and optimising the service desk capability, leveraging tools like JIRA Service Management, and ensuring everything from ticketing through to reporting is fit for purpose. What They're Looking For Proven experience transforming or rebuilding IT service management functions, particularly in complex or legacy environments Strong, practical understanding of ITIL frameworks and how to apply them in real-world scenarios Hands-on experience with JIRA Service Management (and ideally Confluence / Opsgenie) A track record of delivering fast, tangible improvements in constrained environments Ability to define and implement service metrics, SLAs, and reporting frameworks Strong stakeholder management skills able to influence at senior level and translate technical into business language They need someone who is: Hands-on and delivery-focused comfortable being in the detail, not just setting strategy Pragmatic and outcomes-driven, able to prioritise what actually moves the needle Resilient and structured, able to navigate ambiguity and legacy complexity Confident challenging the status quo while still bringing people with you Able to balance pace with quality getting things done properly, without over-engineering