IT Service Delivery Manager

Herbert Smith Freehills; City Of London; On-site; GBP 70,000 - 95,000; Full time

Job summary

A leading law firm in the UK is seeking an IT Service Delivery Manager to lead the IT Service Desk and IT Service Management functions. This role requires proven experience in service delivery, strong knowledge of ITIL frameworks, and excellent leadership skills. The ideal candidate will drive service excellence and support a culture of continuous improvement. This is a permanent, full-time position based in London, offering an inclusive workplace culture and commitment to professional growth.

Qualifications

• Proven experience in a Service Delivery role with strategic oversight responsibilities.
• Strong background in ITIL frameworks and service management best practices.
• Demonstrated success in developing and implementing strategies for 24/7 service delivery.

Responsibilities

• Lead the direction and performance of the IT Service Desk and ITSM functions.
• Define the vision for IT Service Desk & Service Management functions.
• Oversee service reviews, risk assessments, and compliance with DR/BCM standards.

Skills

Service Delivery

ITIL frameworks

Vendor management

Financial acumen

Analytical skills

Tools

ITSM tools

Job description

JOB DESCRIPTION

At Herbert Smith Freehills Kramer, our ambition is to help you achieve your goals.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why many are incredibly longstanding. And we enjoy breaking new ground, as we have for over 100 years.

We are where you need us to be. We are in the world's largest markets, key financial centres and major growth hubs. Our international footprint is extensive and committed.

We are at our best tackling complexity and navigating change. We work alongside you on demanding contentious matters, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, ESG, infrastructure and resources. And we're focused on areas of growth that affect every business across the world, including technology and digitalisation.

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition - which is to help you achieve yours.

Your goals. Our ambition.

The Opportunity

Summary of Role

The IT Service Delivery Manager is responsible for leading the direction and performance of the IT Service Desk and broader IT Service Management (ITSM) functions. This role ensures the delivery of high-quality, consistent, and efficient IT support services aligned with business goals and ITIL best practices.

Role / Primary Responsibilities

Strategic Leadership

Define and execute the vision for IT Service Desk & Service Management functions, including a multi-year roadmap for service desk maturity, automation, and tooling.

Champion a culture of service excellence, continuous improvement, and innovation across all IT support functions.

Stay informed on emerging trends to drive innovation and maintain a competitive edge.

Service Desk

Act as the global service owner for the Service Desk, ensuring it evolves to meet business needs and digital transformation goals.

Define and evolve the global support model, including SLAs / OLAs, hours of coverage, and escalation protocols.

Partner with the Service Desk Manager(s) to ensure scalability, resilience, and user-centric design.

Advocate for end-users globally, ensuring their needs are reflected in the service desk strategy.

Promote a high-performance culture across the global service desk.

Evaluate and implement tools and technologies to support a follow-the-sun model, including automation, AI, and ITSM platforms.

Ensure the effective use of technology to facilitate cross-regional collaboration and seamless handovers.

Service Management

Provide strategic oversight of ITSM practices including incident, problem, change, and request management.

Ensure alignment of ITSM processes with ITIL best practices and enterprise risk, compliance, and continuity frameworks.

Collaborate with the Service Management Manager to drive service maturity, performance measurement, and continual improvement.

Promote standardisation of tools, processes, and KPIs across regions to ensure consistent service delivery.

Performance & Governance

Oversee service reviews, risk assessments, and compliance with DR / BCM and audit requirements.

Ensure vendor performance and service levels are governed in line with contractual and operational expectations.

Ensure adherence to regulatory, security, and governance standards in all aspects of service desk operations.

Balance global standardisation with regional flexibility to address cultural and operational differences.

People & Financial Management

Provide leadership and guidance to the Service Desk & Service Management Team Managers, fostering a culture of collaboration and accountability.

Mentor and develop reporting managers to drive alignment with the global strategy and OKRs.

Develop and oversee the global service desk budget, ensuring efficient use of resources across regions.

Qualifications / Skills / Experience

Proven experience in a Service Delivery role with strategic oversight responsibilities.

Strong background in ITIL frameworks and service management best practices.

Demonstrated success in developing and implementing strategies for 24 / 7 service delivery.

Expertise in setting, monitoring, and reporting on KPIs.

Experience in vendor management, including contract negotiation and SLA oversight.

Strong financial acumen with a proven track record in global budget control and optimisation.

Exceptional communication, stakeholder management, and influencing skills across all organisational levels and regions.

Deep understanding of ITSM tools and technologies, with experience in automation and AI-driven solutions.

Strong analytical and problem-solving skills, with the ability to interpret complex data and drive informed decisions.

Competencies

Personal Leadership

The ability to lead and manage a global team, providing direction, support, and professional development.

Drives a culture of consistent operational excellence and continual improvement

Adapts their interpersonal style to suit different audiences in a genuine way

Demonstrate sound knowledge in their field, anticipate potential problems, and identify a range of possible solutions

Builds Authentic Relationships

Takes time to get to know people beyond their role

Treats people with respect and in a fair and consistent way

Recognises when colleagues are under pressure and actively supports them

Collaborates with others

Work within teams and across services to share knowledge and achieve results

Identifies and builds relationships required to achieve the best outcomes for the firm

Engages people with the right skills, knowledge, and expertise to provide advice and assist with tasks

Connects other people in the firm who have mutual interests or work objectives

Generously shares their time, knowledge, expertise and talent to support others’ success

Enhances the Client Experience

Creates opportunities to enhance the experience of the firm’s clients through their daily tasks

Behaves consistently with the firm’s values in their interactions with others

Conducts themselves in a way that reflects positively on the firm’s brand, both inside and outside the firm

Achieves Results

Maintains focus and drive to achieve quality outcomes

Focuses their time and efforts on issues that will have the greatest impact on agreed objectives

Anticipates responses and plans their approach accordingly

Looks for the most effective way to achieve outcomes

Maintains perspective and optimism when faced with setbacks

Team

Information Technology

Working Pattern

Full time

Location

London

Contract type

Permanent Contract

Diversity & Inclusion

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.