IT Service Delivery Manager
JOB_52838674643656Job type
PermanentLocation
CambridgeWorking Pattern
Flexible Working,Full-timeSpecialism
InfrastructureIndustry
LegalPay
£55000
IT Service Delivery Manager
Term:Permanent
Working hours: Full-time
Department:Business Systems
Location: Cambridge (1 day a week in Ipswich)
Working hours: Full-time
Department:Business Systems
Location: Cambridge (1 day a week in Ipswich)
About the Company: A UK Top 50 law firm with a heritage spanning 160 years. With more than 700 lawyers and legal professionals based in multiple locations, we advise businesses, government and public sector organisations, and individuals in the UK and internationally across four principal practice groups: property, corporate services, litigation, and private client advisory.
About the role: Involves leading the Service Delivery team responsible for providing high-end technical support to colleagues. The IT Team covers User Support, Infrastructure, Network, Security, Data, and Development Teams.
Purpose of job: The Service Delivery Manager supports the Head of IT in providing an innovative, forward-thinking, structured service delivery team that aligns with business requirements. The service aims to deliver a comprehensive high-end support structure focusing on quality, speed, availability, resiliency, and adoption using ITIL as a best practice framework.
Key Responsibilities:
Service Management:
- Deliver ITSM with an ITIL Framework to define and implement key processes
- Monitor and manage IT services
- Ensure high performance levels for service-related processes
- Assess colleague feedback and use creativity to establish, improve, and refine services
- Take ownership of major incidents, coordinate with resolution parties, and establish effective communication for post-incident reviews
Client Relationship Management:
- Develop and maintain strong relationships with colleagues
- Manage colleague expectations and handle any issues or complaints promptly and professionally
- Ensure services meet agreed service level agreements (SLAs) and operational level agreements (OLAs)
Team Coordination:
- Lead and manage the support team
- Ensure the support team is adequately trained and resourced
- Implement continuous improvement initiatives to enhance service delivery
- Manage the team’s budget
Reporting and Compliance:
- Prepare and present regular and accurate reports to stakeholders
- Ensure compliance with accreditations and standards
- Keep track of emerging trends in service delivery and implement best practices
About you:
Experience:
- 5+ Years in a senior ITSM Role
- ITIL v3 / v4 Certification
Leadership and Interpersonal Skills:
- Ability to lead teams and manage client relationships effectively
Problem-Solving:
- Strong analytical skills to identify and rectify service delivery issues
Communication:
- Excellent verbal and written communication skills
Technical Knowledge:
- Understanding of IT services and support functions
Project Management:
- Ability to coordinate and manage projects
Benefits:
- Starting at 25 days holiday plus Bank Holidays (rising with service up to a maximum of 30 days)
- Long Service holiday award – 1 extra week every 10 years continuous service
- Private Healthcare with BUPA (offered after probation is passed)
- Scottish Widows Pension Scheme (5% employer / 5% Employee)
- Staff Profit Share and Individual Performance Bonus Scheme
- Salary sacrifice (Pensions, Staff Profit Share)
- Life Assurance - 4 x salary / Permanent Health Insurance
- Enhanced Maternity/Paternity Leave
- Subsidised gym membership
- Electric car scheme
- Agile/Hybrid Working Policy
- Dress for your Day Policy
If you are interested in learning more about this role, and your profile fits the requirements, please click "apply now" for the next steps or call us on 01223791201.
IT Service Delivery ManagerJOB_528386746436562025-01-022025-04-03
Talk to Daniel Fosbeary, the specialist consultant managing this position
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JOB_52838674643656