IT Service Desk & Service Delivery Manager

G MASS Consulting are partnered with a leading London-market specialty insurance group, as they seek an IT Service Desk & Service Delivery Manager to join their technology function in London. This is a hands-on, operational leadership role, combining leadership of the Business Support Group (BSG) service desk team with ownership of IT service delivery. The focus is on making sure first-line support runs reliably and to a consistently high, white-glove standard across the business, including VIP and executive support, working closely with IT Operations as the second-line team.

The client requires a proven service desk leader who is strongly operational and very good at leading a team. The remit is about making the service desk work reliably day to day. The successful candidate will be credible with senior business users, calm under pressure and able to make an immediate 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, so that the business gets what it needs end to end.
• 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.

• 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.