Incident Management Service Desk Lead

Incident Management Service Desk Lead – Salary circa £45,000

We’re looking for a dynamic and experienced leader to oversee the day-to-day operations of our Service Desk team. This role is pivotal in ensuring high-quality incident management, driving continuous improvement, and fostering collaboration across IT support functions.

If you're passionate about delivering excellent service, thrive in a fast-paced environment, and enjoy leading teams through change, we’d love to hear from you.

A bit about the job:

This role leads the Service Desk team, ensuring high-quality technology operations and a positive employee experience across Aviva. You’ll oversee a team of up to 10, driving service excellence by meeting SLAs, managing workflows, and fostering a culture of continuous improvement.

A key part of the role involves ensuring incidents are properly logged, categorised and prioritised, leading and coordinating incident response activity, and providing data and insight on incident trends to inform decision-making. The team plays a vital role in supporting Aviva’s technology infrastructure, delivering efficient, user-friendly solutions that meet the evolving needs of the business and its people.

As a leader, you’ll guide and support your team, championing inclusive practices and helping individuals thrive.

Skills and experience we’re looking for:

• Previous experience of service desk management or operational management, with an understanding of incident management processes.
• Prior team leadership / people management exposure would be highly desirable.
• Adaptable to change with the ability to work through ambiguity.
• ServiceNow exposure would be advantageous.
• A ‘customer first’ approach, always keeping the end user in mind and ensuring excellent service and experience.

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.

• Starting salary circa £45,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 10% of annual salary; Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Take a look to learn more.  Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Alannah Burgess a call on 07391381173 or send an email to alannah.burgess1@aviva.com.