IT Service Delivery Manager - Law Firm

• This role manages a small team of 1st and 2nd line Service Desk Analysts and 1 Senior Service Desk Analyst.
• The role holder will lead the team, ensuring that Service across the department is delivering to the needs of the Firm and aligned with ITIL methodology.
• The role will be responsible for some vendor relationships, asset management and hands on support.
• Lead, coach and develop the Service Desk team, fostering accountability, professional growth and a culture of continuous improvement.
• Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes
• Take ownership of major incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
• Attend and actively participate in all daily stand-up and team meetings

• Previous experience in a Service Delivery Lead or Management role within a law firm.
• Be able to provide hands-on technical support when required, along with managing service delivery projects, managing a small team of 3 analysts and the ability to identify and implement new IT systems.
• Experience and solid understanding of legal applications.
• Knowledge of project and service management frameworks - ITIL v4, PRINCE2, Agile
• Knowledge and understanding of key technologies such as O365, Intune, Azure, Entra

This role offers hybrid working - 2 days WFH weekly.