IT Customer Service Manager (Europe, MEA)

Whereby; Glasgow; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Hybrid/office arrangement

Career progression opportunities

Wellbeing programs

Job summary

Clyde & Co is seeking an IT Customer Service Manager (UK, Europe & MEA) to lead a team of Local Support Technicians and external providers, ensuring high-quality IT support across regions. You will drive ticket management, service performance, stakeholder relations and ongoing service improvement.

The role requires strong leadership, collaboration with IT leadership and a customer-focused approach. The ideal candidate will have experience in service desk operations, KPI analysis, vendor

Qualifications

• Experience leading, developing and retaining high-performing customer service teams.
• Strong coaching, mentoring and performance management skills.
• Ability to motivate, inspire and develop team members through clear objectives and ongoing support.
• Experience creating a positive, collaborative and customer-focused team culture.
• Experience managing service desk operations, ticket handling processes and escalation procedures.
• Ability to monitor, analyse and improve service performance through KPIs and trend analysis.
• Experience managing escalated issues and driving effective resolutions.
• Strong understanding of customer service best practices, service processes and continuous improvement methodologies.
• Proven analytical and problem-solving skills.
• Experience with ticket management systems, service desk technologies and call centre platforms.
• Ability to research technical issues and communicate solutions in a business-friendly manner.
• Excellent written, verbal and interpersonal communication skills.
• Ability to remain composed under pressure and effectively manage conflict resolution.
• Degree in Computer Science or a related discipline is preferred.
• Experience within a law firm or professional services environment would be advantageous.

Responsibilities

• Lead a team of Local Support Technicians and managed service providers to deliver high-quality IT support across the region.
• Oversee ticket management, service performance, stakeholder and vendor relationships.
• Drive continuous service improvement initiatives and operational excellence.
• Collaborate with IT leadership to develop team capability and customer-focused service.
• Ensure consistency in service delivery across UK, Europe and MEA.
• Support the firm’s strategic goals through effective incident and problem management.

Skills

leadership

coaching

team development

service desk ops

KPI analysis

escalation mgmt

communication skills

degree preferred

law firm experience

stakeholder mgmt

vendor mgmt

cross-region collab

Education

Degree in Computer Science

Tools

Ticketing systems

Service desk tech

Call centre platforms

Job description

Type: Full Time
Time: Permanent
Location: Glasgow
Department: Information Technology

The Role

As the IT Customer Service Manager (UK, Europe & MEA), you will lead a team of Local Support Technicians and managed service providers, ensuring the delivery of high-quality IT support across the region. You will oversee ticket management, service performance, stakeholder and vendor relationships, and continuous service improvement initiatives. Working closely with IT leadership, you will drive operational excellence, develop team capability, and ensure a consistent, customer-focused service that supports the firm's strategic goals.

Essential Skills & Experience

Leadership & People Management

• Proven experience leading, developing and retaining high-performing customer service teams.
• Strong coaching, mentoring and performance management skills.
• Ability to motivate, inspire and develop team members through clear objectives and ongoing support.
• Experience creating and maintaining a positive, collaborative and customer-focused team culture.

Service Delivery & Operational Management

• Experience managing service desk operations, ticket handling processes and escalation procedures.
• Ability to monitor, analyse and improve service performance through KPIs and trend analysis.
• Experience managing escalated issues and driving effective resolutions.
• Strong understanding of customer service best practices, service processes and continuous improvement methodologies.

Stakeholder & Vendor Management

• Strong relationship management skills with the ability to build credibility across all levels of the organisation.
• Experience managing third-party vendors and holding suppliers accountable against agreed service levels.
• Ability to effectively manage customer expectations while balancing operational priorities and business requirements.
• Experience working with stakeholders across multiple regions and global teams.

Technical & Professional Capability

• Proven analytical and problem-solving skills.
• Experience with ticket management systems, service desk technologies and call centre platforms.
• Ability to research technical issues and communicate solutions in a business-friendly manner.
• Excellent written, verbal and interpersonal communication skills.
• Ability to remain composed under pressure and effectively manage conflict resolution.
• Degree in Computer Science or a related discipline is preferred.
• Experience within a law firm or professional services environment would be advantageous.

What sets this role apart

• Lead customer service delivery across a large and diverse UK, Europe and MEA region, influencing the end-user experience at a global level.
• Play a key role in shaping IT service strategy, team development and continuous improvement initiatives.
• Work collaboratively with senior IT leaders, business stakeholders and external technology partners to drive operational excellence and customer satisfaction.

What's in it for you

• Modern, flexible working – A minimum of 2 days each week required from the office, 3 days from home.
• Join an award-winning global firm – Clyde & Co is ranked Band 1 in multiple practice areas by Chambers and Legal 500 and was recently named Insurance Law Firm of the Year (Best Lawyers Germany 2025).
• Career progression and development – Structured learning and development programs, secondment opportunities and internal mobility across global offices.
• Inclusive, supportive culture – Named GCC Law Firm of the Year and Pro Bono Firm of the Year, reflecting a commitment to community, DE&I, and purpose-driven work.
• Perks like life assurance from day one, season ticket loans and lifestyle discounts, an annual Wellbeing Day each year, 24/7 Employee Assistance Programme and more.

Please note: eligibility for benefits may vary based on location and length of service. Full details will be confirmed upon joining.

The Firm

When you work at Clyde & Co, you join a team of 500 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.

Our Commitment

Clyde & Co is proud to be an equal opportunities employer. Our values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity. Learn more about our interview process.

A Note on Privacy

Please take a moment to read our privacy notice. This describes what personal information Clyde & Co (we) may hold about you, what it’s used for, how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice.

This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.