VIP IT Service Desk & Delivery Manager (London)

G MASS; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

G MASS Consulting partners with a leading London-market specialty insurance group to appoint an IT Service Desk & Service Delivery Manager in London. This hands-on, operational leadership role will lead the BSG service desk and own IT service delivery, ensuring reliable first-line support and a white-glove standard for VIP executives.

The ideal candidate combines strong leadership with credibility with senior business users, remaining calm under pressure and delivering immediate impact across

Qualifications

• Proven experience leading a service desk or first-line support team in a fast-paced corporate environment, ideally within insurance or financial services.
• Strong people leadership skills with the ability to coach, set standards and hold a team to account.
• 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.

Responsibilities

• Lead, manage and motivate the London-based BSG service desk analysts, setting standards and priorities.
• Own day-to-day first-line support, ensuring tickets are triaged, progressed and resolved per SLAs.
• Deliver a white-glove, VIP-standard service to executives and business users.
• Collaborate with IT Operations on escalations and handoffs to ensure end-to-end delivery.
• Manage outsourced and third-party service desk resources alongside internal team.
• Use ServiceNow reporting to track performance and drive improvements.
• Report on service performance, KPIs and SLAs to IT leadership.

Skills

Service desk leadership

VIP support

ITIL

ServiceNow

Stakeholder management

Outsourced vendors

Tools

ServiceNow

Job description

G MASS Consulting partners with a leading London-market specialty insurance group to appoint an IT Service Desk & Service Delivery Manager in London. This hands-on, operational leadership role will lead the BSG service desk and own IT service delivery, ensuring reliable first-line support and a white-glove standard for VIP executives.

The ideal candidate combines strong leadership with credibility with senior business users, remaining calm under pressure and delivering immediate impact across