Principal Business Unit Head – Service Desk

Are you a commercially-minded leader with operational expertise and a focus on growth? Join us to drive client relationships, operational excellence, and profitability within the Service Desk function.

Job Purpose

Lead client relationships and business operations, ensuring profitability, service excellence, and achieving service-level commitments. You’ll drive strategic growth and lead a high-performing team.

Key Responsibilities

• Build and convert a robust client pipeline to expand Service Desk business.
• Drive revenue through consultative engagement and value-led sales.
• Own client relationships and ensure services meet quality standards.
• Manage budgets, focus on margin improvement, and develop accurate forecasts.
• Lead continuous improvement and align operational goals with strategic objectives.
• Motivate, coach, and develop a high-performing team.

What We’re Looking For

• 5+ years of experience in senior operations or client-facing commercial roles, preferably within a Service Desk or IT support environment.
• Strong sales orientation with a proven ability to drive growth.
• Skilled in leading cross-functional teams and managing complex projects.
• Proficiency in MS Office and operational tools.