London
IT Service Delivery Manager / SLA / Service Desk / Data / GDPR / Legal Sector / London / Permanent
Salary – £60 – £70K. (DoE)
Location – London (Hybrid) UK Applicants Only
Excellent Benefits
I am lucky enough to work with a leading law firm based in London, they are looking to hire an IT Service Delivery Manager on a permanent basis. This role is only open to those with a strong legal sector background due to the nature of the business needs.
IT Service Delivery Manager Specification:
- Responsible for the delivery of IT Service and Support services within London.
- Responsible for the oversight of the Global IT Service Desk Function and associated processes, including Joiner/Leaver/Transfer, Incident & Problem Management, KPI monitoring, Asset Management etc.
- Identifying and implementing Service Improvement Plans based on customer feedback and trends identified through IT Service Management processes.
- Line Management responsibility for the London IT Service Desk team including appraisals and performance management.
- Global responsibility for skills and learning and development of the IT Service Desk team.
- Supplier Management for 3rd party suppliers within the London office (mobile phones, printer contract, audio visual equipment etc), ensuring the firm is receiving value for money and contracts are being actively managed.
- Project management of IT Service Desk related projects (e.g. trainee moves, service management tooling updates, process changes etc).
- Responsibility for ITSM tooling and configuration.
- Providing regular reports to show KPI performance and other IT Service Desk related updates for the IT Senior Management Team and to support performance management of team members in international locations.
- Working with Regional Delivery Managers to ensure global IT Service Management processes are understood and being followed throughout the region.
- Supporting the coordination of IT tasks in local offices (e.g., office moves, hardware upgrades etc).
- Supporting internal communication channels within the IT department so as to engender a “one-team” culture within the department globally.
- At least 2 years’ experience in an IT Service Delivery or IT Service Desk Management role.
- Previous experience of working within an IT Department within the Legal sector.
- Previous experience of managing a geographically dispersed Service Desk Function across multiple time zones.
- Ideally V3 ITIL Foundation accredited (working towards or desire to achieve Practitioner).
- Experience of configuring and managing ITSM toolsets.
- Experience with reporting systems and generating MI reports through Microsoft Excel.
- Excellent customer service skills with the ability to understand business challenges and identify appropriate technology solutions.
- Strong leadership skills with the ability to manage, develop and inspire team members.
- A pragmatic approach to managing service delivery requirements, with the ability to employ a right-size approach to solutions.
- Excellent written and verbal communication skills to present department plans and activities to key stakeholders in non-technical language.
- A team player with a positive attitude demonstrating a flexible and forward-thinking approach to work
- The ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.
If you are an IT Service delivery manager or believe your skills and experience match the brief, please send me your CV and I will call you in the strictest confidence.
IT Service Delivery Manager / SLA / Service Desk / Data / GDPR / Legal Sector / London / Permanent
#LI-DS1