ITServiceTeam Leader

6-Month Fixed Term Contract
Location:Shirley Office3days a week (with occasional travel)

About MVH Europe 

Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such asAniCuraand Linnaeus,operatingover 500 animal hospitals and clinics across 18 European countries. Together, our teams deliver high-quality, modern veterinary care for companion animals, ensuring peace of mind for pet owners through excellent access and patient safety. 

AniCura, our largest brand in Europe, provides care to over three million patients each year through 12,500 dedicated professionals. Linnaeus,operatingprimarily in the UK and Ireland, is home to over 6,000 Associates empowered to deliver exceptional care through a culture of collaboration, clinical excellence, and continuous development. 

At MVH Europe, we prioritize a culture of accountability, inclusion, and wellbeing. We believe our purpose to make A BETTER WORLD FORPETS  startswith building a better world for our people. We support our teams through strong governance, comprehensive wellbeing programs, and a shared passion for delivering exceptional outcomes in veterinary care. 

The Role

As Service DeskTeam Leader, you will lead a team of approximately 10 Service Desk Associates,ensuringa consistently high standard of IT support while continuously improving processes, tools, and performance.

You’llbe responsible forday-to-day operations,P1 & P2incident management, stakeholder engagement, and delivering a modern, efficient, and customer-focused service desk.

Key Responsibilities

Leadership & Team Development

Lead, mentor, and develop a team of Service Desk professionals

Manage performance, wellbeing, scheduling, and career progression

Build a collaborative, high-performing, and customer-focused culture

Service Delivery & Operations

Oversee daily Service Desk operations, ensuring fast and effective issue resolution

Monitor ticket volumes and performance against SLAs

Handle escalations and leadP1 & P2incident management

Ensure 100% focus on customer satisfaction

Continuous Improvement & Strategy

Identifyand implement process improvements and automation opportunities

Develop service roadmaps aligned to business strategy

Introduce self-service tools and knowledge management enhancements

Governance & Best Practice

Own Incident, Request, and Knowledge Management processes

Ensure ITIL-aligned service delivery and compliance with governance standards

Promote cybersecurity awareness and enforce security protocols

Stakeholder & Supplier Management

Build strong relationships across IT, central support teams, and business units

Coordinate with third-party suppliers and internal stakeholders

Conduct regular service reviews and present performance insights

Reporting & Analytics

Track and report on KPIs and service metrics

Deliver data-driven insights and recommendations to senior leadership

Experience Required

Essential Experience & Knowledge

At least 2 years’ experience in a Service Desk leadership role

Strong technical background with ITSM tools and administration

Solid understanding of ITIL and service management frameworks

Skills & Attributes

Proven leadership and team management ability

Excellent problem-solving and decision-making skills

Strong communicationskills (written and verbal)

A proactive, continuous improvement mindset

Customer-first approach (“clinic-first” mindset)

Desirable

Experience managing remote teams

Service Now ITSM Tool

Background in veterinary or healthcare sectors

ITIL Foundation, PRINCE2, or equivalent certifications

Degree in IT, Computer Science, or related field

If this sounds like you: 

Please contact Christina Scimeca, Group Corporate Recruiter, who is happy to tell you more about this opportunity and the recruitment process. Or apply bysubmittingyour resume through the apply button below. 

MVHE is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds. 

Internal Candidates/Associates: If you are interested in this position, please reach out to the Corporate Recruiter to understand the internal recruitment 

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Linnaeus

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