Job Description:

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