IT Service Desk – Service Delivery Manager

G MASS Consulting

. Lead, manage and motivate the London-based BSG service desk analysts, setting clear standards, priorities and accountability .

Posted 11/12/2026contractLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing service desk teams, ensuring high-quality first-line support and effective communication with senior stakeholders. Proficient in ITIL-aligned service management and experienced in utilizing ServiceNow for performance tracking and improvement.

Highest-signal resume keywords

Service Desk LeadershipITIL-Aligned Service ManagementServiceNow ExperienceHigh-Touch Executive SupportOutsourced Support Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk ManagementIncident ManagementProblem ManagementRequest ManagementEscalation ProcessesPerformance ReportingKPI TrackingSLA ManagementITSM PlatformsService Delivery

Soft Skills

People LeadershipCoachingCommunicationOrganizational SkillsDependability

Tools & Technologies

ServiceNowITIL Framework

Certifications & Qualifications

ITIL Foundation

Industry Keywords

Corporate EnvironmentFinancial ServicesInsuranceVIP SupportBusiness-Critical Meetings

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead, manage and motivate the London-based BSG service desk analysts, setting clear standards, priorities and accountability
Own day-to-day first-line support, ensuring tickets are triaged, progressed and resolved in line with agreed service levels and business needs
Deliver a white-glove, VIP-standard service to executives and business users, including support for business-critical meetings, events and collaboration technology
Work closely with IT Operations (second line) on escalations, handoffs and problem resolution
Manage outsourced and third-party service desk resource alongside the internal team
Partner with the Service Delivery Lead to use ServiceNow reporting and analysis to track performance, identify recurring issues and drive practical improvements
Report on service performance, KPIs and SLAs to IT leadership, escalating risks and issues where required
Rebuild business confidence in IT through clear communication, ownership and follow-through

Requirements

What you’ll need

Proven experience leading a service desk or first-line support team in a fast-paced corporate environment, ideally within insurance or wider financial services
Strong people leadership skills, with the ability to coach, set standards and hold a team to account
A track record of delivering high-touch, VIP and executive IT support
Solid understanding of ITIL-aligned service management, including incident, request, problem and escalation processes
Hands-on experience with ServiceNow or a comparable ITSM platform
Experience managing outsourced or third-party support providers
Excellent communication skills and credibility with senior business stakeholders
An operational, delivery-focused mindset; calm, organised and dependable under pressure
ITIL Foundation or equivalent is advantageous but not essential

Benefits

Comp & perks

6 months initial term, with strong likelihood to extend