Our client is currently looking to recruit an Enterprise Service Management Delivery Lead on an initial 9 month.
Enterprise Service Management Delivery Lead
Central London / Hybrid - 9 months
£350 - £385 per day inside IR35
We are looking for an Enterprise Service Management (ESM) Delivery Lead to support a major transition from programme delivery into business-as-usual.
You’ll lead the remaining work packages of a large ESM programme, manage a smooth transition into BAU, and support the rollout of a new ESM operating model. This is a business-facing role working closely with technical teams to enhance our enterprise front door ticketing and workflow product.
You will manage a small team (1–3 people) and play a key role in driving service improvements across a complex, fast-moving environment.
Duties
Deliver programme work packages and lead transition into BAU
Drive service improvements, customer experience insights, and continual service management
Run service reviews and produce performance reporting
Prioritise high-impact initiatives across the ESM portfolio
Collaborate with technical teams on enhancements (e.g. telephony, chat, reporting)
Shape governance and support the long-term ESM operating model Key Experience
Strong experience delivering services in complex organisations
Programme delivery experience, ideally involving ESM
Excellent stakeholder management and communication skills
Ability to lead service reviews and turn data into actionable insights
Knowledge of ITIL or similar service management frameworks
Confident working in business-facing environments (not a technical role) This is a fantastic opportunity to join an established organisation on an initial 9 month contract
