IT Service Delivery Manager

Overview

A fantastic opportunity has arisen for a

IT Service Delivery Manager/IT Service Manager

to join our London-based global law firm on a permanent basis.Salary

£80,000 - £85,000 per yearKey Responsibilities

Manage the User Support team using the Service Management toolset and provide accurate information.Coaching and mentoring the team to ensure that personal development, service standards and practices are consistently applied.Direct, motivate, delegate, and empower staff in the successful performance of their tasks and responsibilities while encouraging innovation.Actively identify problems and address these with the respective team.Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.Take accountability for service delivery performance, meeting customer expectations.Liaise with other internal support teams, internal senior management and suppliers in the day-to-day management of Incidents and Service Requests, and initiate the escalation process for Major Incidents where appropriate.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-ups and team meetings.Ensure all support calls are answered within agreed service levels and keep users informed of progress.Attributes/Skills

Experience working in a service desk environment.Troubleshooting and problem-solving skills.High levels of customer engagement and communication.Prior experience working in a legal, professional services or partnership environment.Experience supporting satellite offices.Remote working and access technologies.Zoom Meeting and Zoom Telephony.Excellent communication and customer skills and an ability to work with nontechnical end-users and technical staff.Ability to work within a team framework, as well as under own supervision.Seniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information Technology and LegalIndustries

Staffing and RecruitingLegal ServicesLaw ..... full job details .....