Senior Service Desk Operations Leader - Flexible Working

Sword Group; Aberdeen City; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working

Excellent benefits

Generous annual leave

Pension scheme

Private health care

Employee assistance programme

Discounted cash plan

Job summary

Sword Group in Aberdeen is seeking a Service Desk Operations Manager to lead and mature the Managed Services Service Desk across enterprise environments. You will drive governance, service maturity, and continual improvement, transforming the desk into a proactive, data-driven capability aligned with ITIL practices.

The role offers flexible working and a comprehensive benefits package within a growing MSP. Ideal for senior leaders with strong incident, escalation, and service improvement

Qualifications

• Significant experience in a Managed Services Provider (MSP) environment.
• Proven experience leading Enterprise Service Desk, EUC operations.
• Experience managing operational support teams and building high-performing service functions.
• Strong understanding of ITIL-aligned Service Management practices.
• Experience across Incident Management, Major Incident Management, Service Request Fulfilment, Escalation Management, SLA and KPI Management.
• Experience using ServiceNow or other enterprise ITSM platforms.
• Proven track record of delivering service improvements, shift-left strategies, automation, and maturity initiatives.

Responsibilities

• Lead the Service Desk Operations function, driving governance, service maturity and continual improvement.
• Transform the Service Desk from reactive to proactive Managed Services through process improvement and automation.
• Develop data-driven insights, knowledge management, and shift-left initiatives.
• Collaborate with stakeholders to shape a scalable, high-performing operating model.

Skills

MSP experience

Lead Service Desk

Team leadership

ITIL practices

Incident & Escalation

Service improvement

ServiceNow (ITSM)

Tools

ServiceNow

Job description

Sword Group in Aberdeen is seeking a Service Desk Operations Manager to lead and mature the Managed Services Service Desk across enterprise environments. You will drive governance, service maturity, and continual improvement, transforming the desk into a proactive, data-driven capability aligned with ITIL practices.

The role offers flexible working and a comprehensive benefits package within a growing MSP. Ideal for senior leaders with strong incident, escalation, and service improvement