Service Desk Transition Lead

We are seeking a highly experienced Lead Service Desk Transition professional to oversee the transition of our clients in-house service desk. The successful candidate will be responsible for assessing current service desk operations, documenting processes, and collaborating with partner organizations to ensure a seamless transition with minimal impact on service levels and customer satisfaction.

Key Responsibilities:

• Assess Current Service Desk Operations: Conduct a thorough evaluation of existing service desk processes, tools, performance metrics, and customer feedback to identify areas of improvement before transition.
• Develop Transition Strategy: Work closely with internal stakeholders and third-party partners to create a structured transition plan, ensuring alignment with business objectives and service level agreements (SLAs).
• Process Documentation: Create comprehensive documentation of current service desk workflows, escalation procedures, and key performance indicators (KPIs) to facilitate a smooth handover.
• Stakeholder Collaboration: Partner with the Service Desk Lead and Service Management Leads to ensure continuity of service, knowledge transfer, and adherence to best practices.
• Risk Mitigation & Impact Analysis: Identify potential risks, develop mitigation strategies, and ensure minimal disruption to end-users and business operations.
• Performance Monitoring & Optimisation: Oversee the transition process, track key metrics, and implement improvements to enhance service efficiency and customer experience.
• Change Management & Communication: Work with internal teams to ensure clear communication, training, and adaptation to new service delivery models.

Required Skills & Experience:

• Proven experience leading service desk transitions from in-house to third-party providers.
• Strong knowledge of IT Service Management (ITSM) frameworks, such as ITIL.
• Experience working with outsourced service providers and managing vendor relationships.
• Excellent project management and change management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work collaboratively with cross-functional teams and stakeholders.
• Strong communication skills, with a focus on customer service and user experience.

Preferred Qualifications:

• ITIL v3/v4 certification or relevant ITSM qualifications.
• Experience with service desk tools and platforms (e.g., ServiceNow, Jira, or similar).
• Previous experience in enterprise-level IT service transitions.