IT Service Delivery Manager

Overview

Senior IT Service Delivery Manager - London/Hybrid - Permanent. A fantastic opportunity has arisen for a IT Service Delivery Manager to join a global law firm based in London on a permanent basis.Responsibilities

Lead the global IT Service Desk and ITSM functions, aligning delivery with business strategy, user needs, and ITIL best practices.Define and execute the multi-year roadmap for service desk maturity, automation, tooling, and global support models.Act as the global service owner for Service Desk, championing performance, resilience, and user-first design.Drive continual improvement across incident, problem, change, and request management processes.Oversee and evolve support models, including SLAs, escalation frameworks, and cross-regional coverage.Promote and embed a culture of service excellence and accountability across all support functions.Standardise ITSM tools, metrics, and reporting across regions for consistent delivery and insights.Manage compliance with security, audit, continuity, and risk management frameworks.Provide leadership and coaching to service team leads and managers, aligning performance with strategic goals.Oversee budgeting and resource planning for global service operations, ensuring effective use of technology and people.Engage with vendors and suppliers to manage contracts, performance, and issue resolution.Qualifications and Skills

Proven experience in leading IT service delivery and support functions in a global or complex enterprise environment.Strong knowledge of ITIL frameworks, ITSM best practices, and service management tooling.Demonstrated ability to develop and deliver 24/7 support strategies, including automation and AI-led service models.Skilled in people leadership, with a track record of managing and mentoring service managers and teams.Commercially minded, with experience in budget ownership, cost control, and vendor management.Strong understanding of enterprise IT ecosystems and support technologies.Confident in stakeholder engagement, with the ability to influence across technical and business teams.Analytical, proactive, and outcome-focused with excellent decision-making capabilities.Comfortable navigating and managing global service challenges, balancing consistency with local responsiveness.Role Details

Seniority level: DirectorEmployment type: Full-timeJob function: Information TechnologyIndustries: Legal Services and Law ..... full job details .....