Service Desk Operations Manager (ITIL)

TL;DR

Service Desk Operations Manager (ITIL/MSP): Leading and maturing the Managed Services Service Desk capability across multiple enterprise customer environments with an accent on operational excellence, governance, and service maturity. Focus on transforming reactive support into a proactive capability through automation, shift-left initiatives, and data-driven operational insights.

Location: On-site in Aberdeen, Scotland, United Kingdom

Company

Leading provider of business technology solutions within the Energy, Public, and Finance sectors, driving digital transformation for enterprise clients.

What you will do

• Lead the Service Desk Operations function as the central Single Point of Contact (SPOC) for end users.
• Transform the Service Desk from a reactive support function into a proactive Managed Services capability.
• Drive operational excellence through process improvement, automation, and shift-left initiatives.
• Manage Incident Management, Service Request Fulfilment, workplace support, and user experience.
• Ensure consistent service delivery aligned with MSP best practices and ITIL standards.
• Collaborate with Service Delivery Management, Technical Operations, and resolver teams.

Requirements

• Significant experience working within a Managed Services Provider (MSP) environment.
• Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations.
• Strong understanding of ITIL-aligned Service Management practices.
• Proficiency with ServiceNow or other enterprise ITSM platforms.
• Experience in SLA, KPI, and Queue Management.
• Location: Must be based in or able to work on-site in Aberdeen, Scotland

Nice to have

• ITIL Foundation Certification or higher.
• Experience with Remote Monitoring & Management (RMM) and self-service technologies.
• Background in supporting Managed Services transformation and modernisation programmes.

Culture & Benefits

• Personalised career development plans customised to individual goals and aspirations.
• Flexible work arrangements to support work-life balance.
• Generous annual leave allowance and comprehensive pension scheme.
• Access to private health, well-being, and insurance schemes.
• Inclusive workplace culture promoting diversity and equal opportunities.