Service Desk and Incident Management Lead

• Lead and manage the Service Desk team, ensuring exceptional IT support and high-quality service delivery.
• Own and manage the end-to-end Service Desk model for Transform on the Central ServiceNow platform, aligned to ITIL and OpCo needs.
• Oversee and drive the incident management process, including prioritisation, escalation handling, and major incident participation.
• Approve new Application/Service support models and challenge non-fit-for-purpose designs during Service Design.
• Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation.
• Act as primary escalation contact for complex incidents, GDPR-related issues, and global service impacts.
• Monitor performance, drive continuous improvement, and oversee CSAT reporting and service assurance.

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 and governance. This role is critical in driving high-quality service delivery, tooling governance, and operational excellence across Transform.

• Location: Uxbridge (Hybrid - 3 Days Onsite), * Bachelor's degree in IT, Computer Science, or a related field.
• Proven experience in Service Desk & Incident Management roles, including 3+ years in leadership.
• Strong understanding and application of ITIL frameworks.
• Excellent communication, decision-making, and problem-solving skills.
• Proficiency with Service Desk platforms such as ServiceNow.
• Ability to work under pressure, manage escalations, and influence multiple stakeholders.