Desktop Services / Technology Service Improvement Manager
3-6 Month Contract | Hybrid / Remote Working | Glasgow or Edinburgh
Our client is seeking an experienced Desktop Service / Technology Service Improvement Manager to support a busy Technology support environment.
The role is focused on supporting the organisations Technology service maturity, enhancing user experience and embedding sustainable improvements across service delivery, processes and supporting technology functions.
The role will be predominantly remote, with attendance required at either the Glasgow or Edinburgh office to support stakeholder engagement, service reviews, workshops and delivery activity.
The Role
Working with the Head of Technology a you will assess current service delivery practices, identify improvement opportunities and deliver measurable enhancements across Technology operations.
You will support the evolution of a customer-focused Technology function by improving processes, strengthening governance, enhancing reporting and ensuring services are aligned with ITIL principles and organisational needs.
Key Responsibilities & Deliverables
- Review and improve Technology service delivery processes, ensuring effective, consistent and customer-focused support.
- Assess current Service Desk & Desktop operations and identify opportunities to improve efficiency, quality and user experience.
- Develop and implement service improvement plans covering incident management, service requests, problem management, change management, asset management and service transition.
- Improve service management processes and supporting toolsets to increase visibility, control and reporting capability.
- Establish, review and enhance KPI reporting to measure service performance, trends and improvement opportunities.
- Support the definition, monitoring and improvement of Service Level Agreements (SLAs), including internal and supplier performance measures.
- Review and improve operational procedures, knowledge articles, user guides and service documentation.
- Enhance the Technology knowledge base, FAQ resources and self-service materials to improve user adoption and reduce avoidable support demand.
- Identify opportunities to simplify processes, improve decision-making and increase operational resilience.
- Analyse service performance data, identify root causes and recommend practical solutions.
- Support continuous improvement initiatives across Technology services.
- Provide recommendations and progress updates to senior Technology stakeholders.
Service Delivery & Operational Improvement
- Support improvements across the Technology Service Desk & Desktop function, ensuring best practice approaches are embedded.
- Improve processes around incident, request, problem, change and service transition management.
- Support effective management of priority incidents, including improving escalation processes and communication approaches.
- Review current approaches to major incident management and identify opportunities to improve response, resolution and lessons learned.
- Improve communication of service status, planned changes, incidents and operational updates to the wider business.
- Support improvements to supplier management processes and third-party service delivery.
Technology Improvement Activity
- Review and improve technology processes relating to user onboarding, access management, identity and authentication.
- Support improvements to Joiner, Mover and Leaver processes.
- Improve asset management processes and accuracy of technology asset records.
- Identify opportunities to enhance the use of technology platforms, tools and systems.
- Support the transition of new systems, processes and ways of working into operational services.
- Promote adoption of improved technology practices across the organisation.
Skills & Experience Required
The successful candidate will have strong experience delivering Technology service improvements within a complex operational environment.
You will have:
- Proven experience in Technology Service Management, Service Improvement or IT Operations transformation.
- Strong knowledge of ITIL principles, processes and service management frameworks.
- Experience improving Service Desk & Desktop capability, processes and customer experience.
- Experience defining and improving SLAs, KPIs and service reporting.
- Experience delivering technology improvement initiatives, process redesign or operational change projects.
- Strong understanding of infrastructure environments including Microsoft technologies, VMware and cloud services.
- Ability to analyse complex information, identify trends and translate findings into actionable improvements.
- Strong stakeholder engagement, communication and influencing skills.
- Ability to work independently and deliver agreed outcomes within defined timescales.
This contract provides an opportunity for an experienced Technology Service Management professional to deliver tangible improvements, strengthen operational capability and support the continued development of Technology services.
If this role is of interest then please send your CV and we will contact you at the earliest possible convenience.
