IT Service Manager

DGH Recruitment; England; Hybrid; GBP 80,000 - 90,000; Full time

Job summary

A leading recruitment agency is seeking a Senior IT Service Manager to join a prestigious legal firm in London on a permanent basis. This role involves overseeing the delivery of IT services, managing incidents, and leading service improvement initiatives. The ideal candidate will have a strong background in IT service management, with practical experience in ITIL and ServiceNow. The role offers a competitive salary between £80,000 and £90,000.

Qualifications

• Strong background in IT Service Management with understanding of ITSM tools.
• Experience in leading incident, problem, and change management processes.
• Hands-on ServiceNow platform experience including ITSM administration.

Responsibilities

• Own the end-to-end delivery and lifecycle of IT services.
• Lead continual service improvement initiatives.
• Manage the Change Management process, including CAB participation.

Skills

IT Service Management

ITIL Qualification (v3 or v4)

ServiceNow Administration

Vendor Management

Stakeholder Management

Incident Management

Problem Management

Change Management

Job description

Senior Legal IT Recruitment Consultant (Delivering high calibre IT talent to leading law firms on permanent and interim bases) - IT Service Manager

IT Service Manager - Permanent - London/Hybrid

A fantastic opportunity has arisen for an IT Service Manager to join a London based law global firm on a permanent basis.

Key Responsibilities

• Own the end-to-end delivery and lifecycle of IT services, ensuring alignment with business strategy
• Lead continual service improvement initiatives and represent ITSM in strategic forums
• Drive and oversee Incident, Problem, and Major Incident Management processes
• Coordinate and lead Major Incident resolution, reviews, and risk mitigation
• Manage the Change Management process, including CAB participation and policy reviews
• Oversee Capacity & Event Management including patching compliance and monitoring
• Deliver service reporting and governance, including KPI reviews and COO performance updates
• Engage stakeholders to drive service improvement and vendor accountability
• Line manage a small ITSM team, fostering growth and collaboration
• Own and administer the ServiceNow platform (global admin), managing upgrades and enhancements
• Maintain and improve ITSM documentation, policies, and joiner/mover/leaver processes

Key Experience Required

• Strong background in IT Service Management with deep understanding of ITSM tools and frameworks
• ITIL qualified (v3 or v4) with practical application of core service management disciplines
• Experience in leading Incident, Problem, and Change Management processes
• Hands‑on ServiceNow platform experience including ITSM module administration
• Proven ability to manage vendor relationships and ensure accountability
• Skilled in creating service documentation and delivering training to stakeholders
• Experience in legal or professional services (desirable)
• Strong organisational, leadership, and stakeholder management skills

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Legal Services and Law Practice

Location

London, England, United Kingdom

Salary

£80,000.00‑£90,000.00