90836 - Service Desk Project & Demand Lead
: Job Details :

90836 - Service Desk Project & Demand Lead

The national salary range is £39,868 - £43,535, London salary range is £45,824 - £50,039. Your salary will be dependent on your base location.

Check out the role overview below If you are confident you have got the right skills and experience, apply today.

Number of jobs available: 1

Detail of reserve list: 12 Months

Region: National

Grade: SEO

Post Type: Permanent

Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working

Role Type: Digital

Will the successful applicant have line manager responsibilities? Yes

Location: National*

Closing Date: 6th October

Salary: National: £39,868 - £43,535 (which may include an allowance of up to £2,057). London: £45,824 - £50,039 (which may include an allowance of up to £2,251).

Working pattern: Full-time, part-time, jobshare and flexible working

Contract Type: Permanent

Vacancy number: 90836

*We are currently offering hybrid working which includes 2 days per week in your local office.

The Role

We're recruiting for a Service Desk Project & Demand Lead here at Justice Digital, to be part of our warm and collaborative Service Operations team.

This role is essential for supporting our Service Desk supplier in delivering Requests for Service (RFS) effectively, following established processes, complying with Operational Level Agreements (OLAs), and helping with escalations when necessary. The Lead will nurture operational relationships with various suppliers and internal stakeholders and will also coordinate and execute Service Desk projects.

Supplier Oversight and Escalation Support:

• Monitor the Service Desk supplier adherence to request for service (RFS) processes for both standard and Fast requests.
• Assist with escalations to resolve issues between the supplier and our organisation promptly.
• Lead projects at the Service Desk, ensuring they are completed on time, within scope, and budget.
• Act as the ServiceNow champion, liaising with the ServiceNow Product team to maximise platform utility and drive continuous improvement.

Operational Level Agreement (OLA) Enforcement:

• Ensure the supplier adheres to their OLAs, taking corrective action when necessary to maintain service quality and reliability.

Stakeholder Relationship Management:

• Build and maintain relationships with suppliers, representing Service Desk Operations in discussions.
• Engage with internal and external stakeholders to gather feedback and align Service Desk operations accordingly.

Demand Updates, Analysis and Financial Tracking:

• Produce regular reports to provide demand updates, report on trends, aiding in informed decision-making.
• Maintain a demand tracker, ensuring accurate and up-to-date tracking including financial tracking.

Cover:

• Ability to provide backup support for any of the Service Desk Operations team members in case of absences.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

• Proven experience working in a Service Desk Operations Management team and with an understanding of the ITIL framework.
• Supplier Management: Skilled in managing supplier relationships, complying with OLAs and handling service requests smoothly.
• Project Management: Excellent project management skills with the capacity to guide projects to successful completion.
• Stakeholder Engagement: Skilled in engaging with diverse stakeholders, representing Service Desk operations.

Candidates must submit a CV and statement of suitability (approximately 750 words) which describes how you meet the following requirements.

A diverse panel will review your application against the Person Specification above.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

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