IT Service Delivery Manager

Kennedys; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an IT Service Delivery Manager to enhance the user experience within their IT team. This role emphasizes improving service delivery and operational processes while ensuring compliance with service level agreements. The ideal candidate will have a strong background in ITIL and problem management, coupled with excellent analytical and communication skills. Join a forward-thinking firm that values diversity and invests in employee development, where your contributions will significantly impact the quality of IT services provided to clients globally.

Qualifications

• Proven track record in managing and improving service delivery.
• Strong understanding of ITIL or similar service management frameworks.

Responsibilities

• Oversee end-to-end service delivery ensuring compliance with SLAs.
• Develop and maintain strong client relationships.

Skills

IT Service Delivery

Problem Management

Analytical Skills

Communication Skills

Interpersonal Skills

Education

ITIL v3 (Foundation) accreditation

5+ years in IT Service Delivery

Tools

Service Management Software

Job description

• Salary:Competitive
• Office Region:United Kingdom
• Office Location:London
• Division/Department:IT
• Working Pattern:Full Time - Perm
• Role Type:Hybrid

Kennedys is looking for an IT Service Deliver Manager to join our IT team inLondon. The successful IT Service Delivery Manager have a proven track record in improving the perception of IT within the Firm and be able to effectively influence their peers within IT. They will review data and interact within the business and be able to strongly and effectively advocate for the user experience.

Team

Kennedys IT team is responsible for delivery of a responsive, effective and timely IT support service to the firm's employees and clients.

They devise and implement operational processes and procedures in order to provide reliable and available IT systems to the firm.

Working within the operational function within IT, this role will help advocate for the user and service experience while ensuring. Primarily located in the UK, this team provides services globally.

Key responsibilities

• Oversee the end-to-end delivery of services to clients, ensuring compliance with Service Level Agreements (SLAs) and other performance metrics
• Coordinate with various teams (e.g. support, operations, business services and legal teams) to deliver high-quality services
• Monitor service performance, identify areas for improvement, and implement corrective actions as needed
• Develop and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with our services
• Own Incident Management.

Required experience

• IT Service Delivery experience within an global ITIL environment, minimum 5 years with a strong focus on Problem management
• ITIL v3 (Foundation) accreditation or equivalent
• Proven track record in managing and improving service delivery in a client-facing environment.
• Strong understanding of ITIL or similar service management frameworks
• Excellent analytical and problem-solving skills, with the ability to think strategically and drive root cause analysis
• Exceptional communication and interpersonal skills, with the ability to build and maintain client relationship
• Proficient in using service management software and tools as the ITSM tool Product owner
• Experience in leading customer driven survey's and improvement recommendations
• Good technical IT knowledge of operating systems and software applications
• Team management with 5 years minimal experience.

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

*where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.

About Kennedys

Kennedys is a global law firm with expertise in dispute resolution and advisory services. With over 2,750 people worldwide across 47 offices in the UK, Europe, Middle East, Asia Pacific and America we have some of the most respected legal minds in their field.

Our lawyers handle both contentious and non-contentious matters, and provide a range of specialist legal services, for many industry sectors but we have particular expertise in litigation and dispute resolution, especially in defending insurance and liability claims.

We're a fresh-thinking firm, and we're not afraid to bring challenging new perspectives to the table way beyond the traditional realm of legal services. We empower our clients with a diverse range of ideas, tools and technology to make their lives easier, as well as delivering exceptional results, every time.

What do we have to offer?

We welcome high-performing lawyers, business services professionals, secretaries, graduates and apprentices to join our rapidly expanding global firm. Whatever your role at Kennedys, you'll be involved in exciting and stimulating work, where your input will make a difference.

Our culture and values form a big part of who we are and we take them seriously. We make a difference by being approachable, straightforward, supportive and distinctive. Ourvaluesare at the core of who we are and what make us a great firm to work with and for.

The Firm recognises the value of investing in our people's development and believes our culture and values contribute to the quality of our work and of our client relationships. With a culture of on-the-job and experiential learning, peer to peer learning, mentoring, resources and tools that enable you to drive your career, we can support your development in your current and future roles.A variety of other opportunities are available including secondments to clients and our global offices.

We strive to celebratediversity,empower our people and ensure everyone can bring their authentic selves to work.We've created a culture based on client service, professional excellence, hard work and trust, where diversity, equity and inclusion (DE&I) is a key priority.We recognise that many of our people want to work for an employer that is aligned to their values, which is why we are building an inclusive culture, decarbonising our operations and supporting our people to thrive at work.Our people are the key to driving this change and helping us to make a difference to our clients, our people and the communities in which we live and work.

Kennedys is an equal opportunities employer and is committed to ensuring our recruitment processes are as inclusive as possible. We expect all employees to be aware of and comply with all relevant policies and procedures within their jurisdiction, including those relating to Information Security, Data Protection and Quality Management, refer any breach promptly to Risk & Compliance and to complete all mandatory training when requested.