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Kerv Connected Cloud is seeking a Service Desk Operational Lead to manage the lifecycle, quality, and performance of all service desk tickets. This role ensures efficient ticket management, SLA compliance, and exceptional customer experience by owning ticket governance, driving continuous improvement, and collaborating with various teams. The ideal candidate will have proven experience in Service Desk or IT Operations, strong understanding of ITIL practices, and hands-on experience with ITSM tools like ServiceNow.
Please note: We are a hybrid working company and this role will require to attend our Liverpool St. Central London office a couple of times a week.
About Us
Kerv Connected Cloud brings together the capabilities of Kerv Connect and Kerv Transform to deliver high quality infrastructure transformation and managed services across cloud and networking. We help organisations transform and manage their environments with secure, automated network and cloud solutions that support data centres, branch offices and cloud platforms, alongside the managed IT services needed to operate them effectively.
About the role
The Service Desk Operational Lead is responsible for owning the lifecycle, quality, and performance of all service desk tickets across Kerv Connected Cloud. This role ensures that incidents, requests, and problems are managed in line with contractual SLAs and XLAs, while delivering an exceptional customer experience.
Acting as the operational control point for ticket governance, the role drives consistency, accountability, and continuous improvement across service desk and resolver teams, ensuring that service delivery is efficient, proactive, and customer-focused.
Your part to play
All about You
You will live the Kerv values…
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
You will live the Kerv values…
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.