Service Management Lead

Service Management Lead - Hybrid/Manchester - 6 Month Contract - £850 Per Day

Overview:

A leading organisation is undergoing a major transformation, moving its Service Desk and Support function from an outsourced consultancy model to an in-house support structure. To ensure a smooth transition, they are seeking an experienced Service Management Lead to provide critical oversight during this period of change. This is a high-profile project, with key milestones leading up to October, requiring strong leadership to maintain service stability and mitigate risk throughout the transition.

The successful candidate must have proven experience in leading the transition of a support function from an outsourced model to an in-house team within a large organisation, overseeing the project from initiation to completion.

Role & Responsibilities:

• Lead the Risk Mitigation Plan and Operational Stability workstreams to ensure a seamless transition.
• Oversee the service migration process, ensuring minimal disruption as the organisation shifts to an in-house support model.
• Drive the resolution of approximately 200 critical risk issues, enhancing operational reliability.
• Manage BAU Service Management processes, including Incident & Change Management, ensuring ongoing service excellence.
• Provide strategic guidance and hands-on support to the Service Management team as they establish the new in-house function.
• Engage with key stakeholders across the business to manage expectations and deliver a smooth transition.
• Occasional travel may be required.

Essential Skills & Requirements:

• ITIL v4 Foundation qualification is required.
• Proven experience in Service Management, particularly in leading service transitions from outsourced to in-house models.
• Strong expertise in risk mitigation, operational stability, and stakeholder management.
• Experience working with estates with 50,000+ users.
• Experience working with MSPs and implementing service improvement plans.
• Ability to operate in a fast-paced, high-stakes environment while ensuring critical service risks are effectively managed.
• Experience delivering large-scale IT service transformations within tight deadlines.

Contract Details:

• Location: Hybrid
• Duration: 6 months (ASAP start)
• Rate: £750 - £850 per day
• IR35 Status: Inside

This is a unique opportunity to play a pivotal role in a major IT transformation project. If you have a track record of successfully leading service transitions, apply now and make an impact!