Overview

Service Delivery Manager

Department: Information Technology

Employment Type: Full Time

Location: London

Reporting To: Nicola Dobson

The role

This role heads up the Service Desk team and ensures high quality service delivery to our clients while maintaining our strong team spirit. You’ll use ITIL (ITSM) best practices and help manage incidents, changes, and problems making sure we exceed our service targets. Reporting into the Head of IT, the role also provides strategic and project support relating to Service Desk deliverables.

Key Responsibilities

Supervision Tasks

• Day to day line management of the IT service desk team including performance and development.
• Monitoring of the ITSM platform ensuring swift resolution of incidents by members of the team.
• Escalation point for analysts and MSP.
• Oversee documentation of IT procedures and SIPs.
• IT asset management (ITAM), Hardware, Software and Cloud.
• Software management; to ensure compliance with licencing and integrity of builds.
• Produce service management reports and SIPs, devise action plans to reduce numbers of calls in accordance with IT strategy.
• Identify user training needs based on service desk incidents and feedback.
• Responsible for the IT consumable budget and orders where required.

Desktop Support

• Provide support to in-house and remote staff when required.
• Ownership of issues, escalating to internal product specialists or external support where necessary.
• Draft and send well thought-out service desk communications that considers the audience and the message that is being conveyed.
• Own incident, problem and change processes.

Administration

• Ensure the quality of the service desk operation.
• External support liaison where appropriate.
• Supplier and contract management.
• Ensure IT policies and procedures are being followed.

Other

• Confidently deliver new joiner IT inductions in an engaging way that ensure the key points are conveyed.
• Drive innovation alongside fellow managers in the IT team.
• Specific tasks may change over time, so we\'ll need you to be adaptable and flexible as we continue to meet our clients\' needs.

About You

• 5+ years leading a Service Desk team, ideally in legal or professional services
• Strong understanding of SLAs, FCR, CSAT, and service performance metrics
• Proven track record in service improvement and process change
• ITIL Foundation certified (Intermediate/Expert a plus)
• Skilled in change management, incident reviews, and root cause analysis
• Excellent communicator with strong stakeholder and vendor management skills
• Organised, detail-oriented, and able to manage multiple priorities
• Customer-focused leader who drives continuous improvement
• Flexible to work outside standard hours when needed

Nice to have: Experience with cloud, infrastructure, cybersecurity, or standards like ISO27001 / CE+

What are we like to work for?

Impact-Driven Purpose: We align profit with social purpose to create lasting positive impact for our people, communities, and planet.

Committed to the Climate: Through our Climate & Nature Group, we reduce environmental impact and drive a just transition to net zero.

Championing Inclusion: We foster a diverse, inclusive culture where creativity and innovation thrive.

Flexible and Hybrid Working: Our hybrid model supports balance, with part-time options and at least two office days weekly.

Progressive Benefits: We offer green pensions, IVF support, private healthcare, and more for your well-being and growth.

At Bates Wells, equity, diversity, and inclusion are part of who we are and how we work. As a B Corp and purpose-driven law firm, we\'re committed to building a workplace that is fair, inclusive, and representative of all.