Overview

Senior IT Service Delivery Manager - London/Hybrid - Permanent. A fantastic opportunity has arisen for a IT Service Delivery Manager to join a global law firm based in London on a permanent basis.

Responsibilities

• Lead the global IT Service Desk and ITSM functions, aligning delivery with business strategy, user needs, and ITIL best practices.
• Define and execute the multi-year roadmap for service desk maturity, automation, tooling, and global support models.
• Act as the global service owner for Service Desk, championing performance, resilience, and user-first design.
• Drive continual improvement across incident, problem, change, and request management processes.
• Oversee and evolve support models, including SLAs, escalation frameworks, and cross-regional coverage.
• Promote and embed a culture of service excellence and accountability across all support functions.
• Standardise ITSM tools, metrics, and reporting across regions for consistent delivery and insights.
• Manage compliance with security, audit, continuity, and risk management frameworks.
• Provide leadership and coaching to service team leads and managers, aligning performance with strategic goals.
• Oversee budgeting and resource planning for global service operations, ensuring effective use of technology and people.
• Engage with vendors and suppliers to manage contracts, performance, and issue resolution.

Qualifications & Skills

• Proven experience in leading IT service delivery and support functions in a global or complex enterprise environment.
• Strong knowledge of ITIL frameworks, ITSM best practices, and service management tooling.
• Demonstrated ability to develop and deliver 24/7 support strategies, including automation and AI-led service models.
• Skilled in people leadership, with a track record of managing and mentoring service managers and teams.
• Commercially minded, with experience in budget ownership, cost control, and vendor management.
• Strong understanding of enterprise IT ecosystems and support technologies.
• Confident in stakeholder engagement, with the ability to influence across technical and business teams.
• Analytical, proactive, and outcome-focused with excellent decision-making capabilities.
• Comfortable navigating and managing global service challenges, balancing consistency with local responsiveness.

Role Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Information Technology
• Industries: Legal Services and Law Practice