Information Technology Service Delivery Manager

Alexander Lyons Solutions; Godstone; Hybrid; GBP 60,000; Full time

Job summary

A reputable legal support firm in Godstone is looking for an IT Service Delivery Manager to lead the IT Helpdesk and ensure high-quality IT service delivery. The role involves managing service levels, compliance with regulations, and mentoring the IT team. The ideal candidate has a strong technical background in the Microsoft ecosystem and experience in a regulated environment. The position offers a hybrid work model with a competitive salary of £60,000.

Qualifications

• Experience in IT management role within a law firm or regulated professional services environment.
• Strong technical background in Microsoft ecosystem including Microsoft 365 and Azure.
• Demonstrable experience leading a Helpdesk or Service Desk function.

Responsibilities

• Lead the IT Helpdesk, managing performance and driving improvements.
• Ensure ongoing compliance with GDPR and internal governance standards.
• Mentor and develop IT team members in a positive culture.

Skills

IT management experience

Knowledge of Microsoft 365

Helpdesk leadership

Excellent communication

Problem-solving skills

Tools

Azure

Entra ID

Intune

Job description

IT Service Delivery Manager

Surrey

Hybrid £60,000

Our client is seeking an experienced and forward-thinking IT Service Delivery Manager to support the IT Division and oversee the IT Helpdesk.

Reporting directly to the Chief Technology Officer, this individual will play a key role in ensuring the consistent and high-quality delivery of IT services across the Group.

The successful candidate will be hands‑on, proactive, and highly organised, with a strong understanding of operational and compliance requirements within a regulated environment. They will take full ownership of day‑to‑day service performance, champion continuous improvement, and help shape how technology is used to support the firm’s wider operations.

Acting as a trusted partner to teams across the Group, the IT Service Delivery Manager will ensure technology services remain reliable, secure, and aligned with the needs of the organisation’s law firms.

Key Responsibilities

Service Delivery & Helpdesk Leadership

• Lead the IT Helpdesk, managing performance, monitoring service levels, analysing trends, and driving meaningful improvements.
• Reduce recurring issues by implementing automation, enhancing documentation, and improving user training.
• Promote effective use of business applications, increasing user adoption across the organisation.

Governance, Compliance & Security

• Support the CTO in developing and maintaining IT policies, processes, and regulatory documentation.
• Ensure ongoing compliance with GDPR, PECR, SRA regulations, and internal governance standards.
• Assist with cyber security initiatives including vulnerability management, incident response, user awareness, and alignment with frameworks such as Cyber Essentials Plus.

Identity, Access & Device Management

• Manage identity and access controls through Entra ID, Conditional Access, MFA, and PIM.
• Oversee device management, patching, and security baselines via Intune.

Vendor, Licensing & Business Continuity

• Support vendor management, contract oversight, and software licensing processes.
• Contribute to business continuity planning to ensure the organisation’s systems remain resilient, reliable, and secure.

Team Development

• Mentor and develop IT team members, fostering a positive, collaborative, and customer‑focused culture.

Candidate Profile / Required Competencies

• Experience in an IT management role within a law firm or regulated professional services environment.
• Strong technical background in the Microsoft ecosystem, including Microsoft 365, Azure, Entra ID, PIM, Intune, and associated security tools.
• Demonstrable experience leading a Helpdesk or Service Desk function.
• Excellent communication skills and a commitment to delivering outstanding customer service.
• Highly organised, detail‑oriented, and comfortable working in a fast‑paced, evolving environment.
• Professional, confidential, and able to build strong stakeholder relationships.
• A valid driving licence, with the ability to travel to multiple office locations when required.