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. 2993722
