Intelix.AI
Service Desk Lead
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Service Desk Lead
Agentic AI programme · Financial services
£500 to £700/day inside IR35
3 to 6 months
London preferred, remote considered
This role will resonate with Service Desk Leads who can manage AI agents into a live service environment of one of banking’s largest desks, with ServiceNow serving as the core platform for their integration. This role sits at the centre of that transition, combining hands-on technical delivery with service management expertise. The client is seeking a technically strong professional who can drive the workstream, lead implementation, and ensure these capabilities are successfully embedded into the live estate.
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You inherit a live Jira backlog and manage it to done. Triage, prioritise, unblock, close, report. You own how the agentic layer lands in ServiceNow: Virtual Agent, Now Assist, AI Agents. Escalation and human-in-the-loop design, so an agent failure reaches the right person fast. Runbooks, knowledge articles and evidence packs written to pass bank governance first time. Reporting to senior stakeholders on both consultancy and client side.
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Profiles Need
- Service desk or service operations leadership at genuine enterprise scale. Multi-region, follow-the-sun, multi-vendor
- Demonstrates exceptional stakeholder management, professional gravitas and resilience, with the confidence to navigate complex corporate governance, challenge constructively and drive senior clients toward clear decisions and delivery outcomes.
- Deep ServiceNow, including the AI layer. You have deployed it or run a desk on it, with deflection, FCR and MTTR numbers to show
- Proven Jira-run delivery inside a live programme. You managed the backlog, you did not just raise tickets
- Regulated environment discipline. Banking strongly preferred
- Enough agentic AI literacy to say what an agent may safely take and where a human must take over
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