Service Delivery Lead

IT support | Delivery lead | Service DeskWe are seeking a contractor to review, streamline and uplift service desk processes, with a strong focus on improving efficiency and extracting greater value from our ServiceNow platform. This is a hands on, outcomes focused engagement aimed at simplifying ways of working, reducing rework, and leaving behind well documented, practical processes that the team can sustainably own.
Key Responsibilities
• Review current service desk workflows, request types and operational processes.
• Identify inefficiencies, duplication and opportunities to simplify or standardise
• Optimise use of ServiceNow to better support day to day service delivery (configuration, process alignment, not custom development).
• Define clear, fit for purpose service desk procedures and work instructions.
• Establish practical service management artefacts (e.g. intake, triage, prioritisation, handover).
• Work closely with the service desk team and IT leadership to ensure changes are pragmatind adopted
• Produce clear documentation and handover materials for ongoing use by the team.

Key Skills & Experience
• Strong experience in service desk or IT service delivery process improvement.
• Hands on experience working with ServiceNow in an operational environment.
• Practical understanding of ITSM / ITIL concepts, applied pragmatically rather than theoretically.
• Ability to translate process into clear, usable procedures.
• Strong stakeholder engagement skills with a collaborative, down to earth approach.

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