IT Service Delivery Manager

arthurcox; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

Arthur Cox LLP in Dublin is seeking an experienced IT Service Delivery Manager to lead the IT operations team. You will own the Continual Service Improvement (CSI) programme and oversee key ITIL processes to deliver a high-quality, customer-focused service.

Acting as the voice of the customer, you will collaborate with business stakeholders, IT Champions, and external providers to ensure services are measurable, efficient and aligned with the firm’s objectives. Hybrid, permanent role.

Qualifications

• Proven experience in IT service management and service delivery.
• Experience leading Continual Service Improvement (CSI) programs.
• Strong stakeholder engagement and communication skills.

Responsibilities

• Lead the Continual Service Improvement (CSI) programme.
• Manage ITIL processes: Incident Management, Major Incident Management, Change Enablement, Problem Management and Service Level Management.
• Collaborate with stakeholders and third-party providers to improve service quality and user experience.
• Ensure IT services are efficient, customer-focused and measurable.

Skills

ITIL

Stakeholder collaboration

Customer focus

Job description

Arthur Cox LLP is one of Ireland’s leading law firms. We are an “all-island” firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law.

With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.

Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.

Background to the role:

Arthur Cox is at the forefront of technology adoption that drive value within the firm, its client's business, and the wider legal industry. IT operations play a central role, connecting digital capabilities to the firm’s objectives and creating a solid foundation for continued success.

We are seeking to hire an experienced IT Service Delivery Manager to join its IT operations team.

The IT Service Delivery Manager is responsible for ensuring that IT services consistently deliver a high-quality, efficient and customer-focused experience for the firm. The role leads the Continual Service Improvement (CSI) programme, manages key IT Service Management (ITSM) processes, and drives initiatives that enhance service quality, customer satisfaction, operational effectiveness and IT service maturity.

Location: Dublin Ireland

Working model: Hybrid, Permanent

Department: IT

Reports to: Head of IT Operations, Infrastructure and Security

Overview of the role / About the role:

Acting as the voice of the customer within IT, the IT Service Delivery Manager work closely with business stakeholders, IT Champions, operational support teams and third-party service providers to understand service performance, identify opportunities for improvement and ensure technology services continue to evolve to meet the needs of the firm.

The successful candidate will manage key ITIL practices including Incident Management, Major Incident Management, Continual Improvement, Problem Management, Change Enablement and Service Level Management ensuring that service management processes are effective, measurable and consistently applied.

The successful candidate will establish a culture of continual improvement across the IT function and the wider firm, leveraging service performance data, user feedback, operational insights and industry best practices to drive measurable improvements in service quality and user experience.