IT Service Delivery Manager

A&O Shearman; Northern Ireland; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading international law firm in the UK is seeking an experienced IT Service Delivery Manager to oversee relationships with service providers and ensure performance against defined SLAs and KPIs. The ideal candidate will have 10 years of experience and a strong understanding of ITIL. This role offers flexible hybrid working arrangements and a comprehensive benefits package including private medical insurance and occupational pension scheme.

Benefits

Private medical insurance

Occupational pension scheme

Mental health resources

Qualifications

• 10 years experience as an IT Service Delivery Manager.
• Experience managing multiple IT outsourced contracts.
• Strong understanding of data privacy and compliance frameworks.

Responsibilities

• Establish and maintain relationships with service providers.
• Manage service provider performance and contracts.
• Monitor and analyze KPIs and service improvement opportunities.

Skills

ITIL framework understanding

Analytical skills

Relationship management

Communication skills

Technical infrastructure knowledge

Job description

Overview

We are looking for an IT Service Delivery Manager for our Infrastructure & Operations team. You will be responsible for overall relationship management with our service providers of core technology services. You will ensure responsibilities are defined within outsourcing contracts, establish and maintain SLAs and KPIs, and measure & monitor performance of suppliers against those SLAs and KPIs. Reporting to the Head of Infrastructure & Operations, you will work alongside colleagues in Infrastructure & Operations, Supplier Management, Procurement and Information Security to ensure governance processes are in place for the management of suppliers and their outsourced services.

What you will do

• Establish and maintain relationships with service providers, ensuring responsibilities are defined, and there is clear communication within outsourcing contracts
• Manage service provider performance and contracts
• Managing supplier communications, contractual disputes, escalations and conflict resolution
• Work closely with I&O functions to establish and maintain SLAs and KPIs, ensuring technical services provided are fit for purpose and meet business objectives
• Monitor and analyze KPIs and metrics to identify trends and service improvement opportunities

• Establish governance frameworks that align service delivery from the service providers with internal standards of security, performance and availability and reliability

What you will have

• 10 years experience as an IT Service Delivery Manager on either the supplier or consumer side
• Demonstrable experience of managing multiple IT outsourced contracts across different technical areas
• Proven experience of building and maintaining strong relationships with internal and external stakeholders
• Strong understanding of ITIL framework, service management processes and best practice
• ITIL v4 certification(s) is desirable
• Understanding of data privacy, client confidentiality and compliance frameworks is desirable
• Strong relationship management skills with proven experience of collaborating across departments globally.
• Analytical skills to interpret data and drive improvements.
• Solid understanding of technical infrastructure and applications.

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Accessibility and equality

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

If this role is not of interest we may have another suitable opportunity here for you at A&O Shearman. Visit our careers portal and submit your CV to our Talent Network to be notified when the perfect opportunity becomes available.