IT Service Delivery Manager

London (hybrid - 3 days office)

Permanent £80,000 - £90,000

A leading law firm with UK offices is hiring an IT Service Manager following its move from a managed service to an in-house IT function. You will set the direction for the team, embed consistent standards and drive service improvement.

The role

• Lead service delivery, managing the IT Service Desk Manager and reporting to the Head of IT Service Delivery.
• Own ITIL processes across incident, problem, change, request and knowledge management.
• Own the ITSM platform, leading implementation, configuration and data-driven reporting.
• Coordinate major incidents and business continuity activity.
• Lead projects and implementations, and manage supplier performance.

About you

• Proven experience leading IT service delivery, including a service desk and suppliers.
• Experience of working in a law firm or similar professional services.
• Strong ITIL knowledge applied in practice.
• Hands-on ITSM tool experience, ideally including a new system implementation.
• Understanding of business continuity and operational resilience.
• A confident leader who can raise standards and work across technical and business teams.
• ITIL 4 Foundation or equivalent is desirable.

This is a chance to shape a newly in-house function, with real influence over process, tooling and standards.

Apply now or get in touch for a confidential conversation.