Job: Service Delivery Manager

Title Service Delivery Manager
Categories Technology Permanent
Salary Market Rate + Benefits
Location London
Job Information

Harris Global are currently recruiting on behalf of our industry leading clien who are looking for a Service Delivery Manager to join their London team. The successful candidate will have be an experienced Service Management Professional who has previously worked in the law sector.

Responsibilities will include:

  • Direct line management of both the IT Service Desk and IT Training teams
  • Ensure synergy between service desk and IT training functions in order to provide high performing service delivery across IT Service Desk, Applications Support and IT Training functions
  • Develop a Service Delivery Improvement Plan for the team and ensure actions are followed through to completion in a timely manner
  • Escalating major issues where necessary to the Infrastructure Team or Head of IT as appropriate
  • Be accountable for the quality of service delivery and performance, anticipating and responding to capacity demands
  • Take ownership of major IT incidents including timely communication with relevant stakeholders
  • Define service delivery KPIs for internal IT strategy meetings and for proactive HOD communication and reporting, ensuring KPIs are appropriate and aimed at identifying actionable change
  • Run internal user forums to ensure that a constructive dialogue is maintained with the user base of the firm, concentrating on improving the customer experience and identifying areas for improvement
  • Work with the Head of IT, Programme Manager and IT Training Manager on running internal user education forums eg our IT User Conference, promoting new systems, projects, what’s coming, security awareness, etc.
  • Attend user conferences and other relevant legal tech seminars to broaden knowledge of current and future service issues, trends and technologies
  • Identify and review technology solutions that will provide additional methods of problem resolution
  • Report, follow-up, feed back and engage with 3rd party/WS system providers to learn from and/or provide quick problem resolution to application issues -eg 3E, Netdocuments, Intapp, etc.The successful candidate will possess:
    • Experienced Service Management Professional, accustomed to multi-office/remote support environments
    • Experienced in a client-facing support role, preferably in a law firm or other professional services or regulated industry, leading and inspiring a team in a busy and demanding environment
    • ITIL Qualified (Intermediate or Expert) with excellent knowledge of implementing fundamental ITIL disciplines
    • Proven track record of developing and delivering Service Desk deliverables
    • Outstanding leadership and people management skills with a passion for Service Improvement
    • Excellent communicator and presenter, with the ability to convey technical information to non-technical staff
    • Overtime at weekends will be required from time-to-time in order to support project work.
    • It is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand
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Harris global Ltd.
Harris global Ltd.
3rd Floor,
One Croydon,
12-16 Addiscombe Road,

Tel: 020 3510 2999
Fax: 0208 712 6344

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