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Head of IT Service Delivery

4 months ago

London Area, United Kingdom Cornwallis Elt Full time

Head of IT Service Delivery – Law Firm – London £110-120k per annum


For this role candidates MUST have previously worked at a Law firm, remote working, 2 days per week in the office.


This role leads the IT service delivery capability across all of the global offices, with direct accountability for:

  • excellent support to partners and staff in accordance with IT service management procedures,
  • and delivering the firm's IT training strategy, and
  • the strategic roadmap for the delivery of all products and services within their purview.


The role leads and mentors the regional Service Desk Managers and the IT Training Manager, working closely with the Head of IT Systems and Regional Heads of IT in order to ensure that services delivered meet user needs.


  • To be a part of the Global IT Leadership Team, and to work in close partnership with peers and other stakeholders to deliver an optimal IT service to the firm within available budgets and resource capacity.
  • To ensure that IT Service Desk support and Training are delivered to the highest possible standard across all regions, as measured by excellent satisfaction levels across the business stakeholders, and to act as the senior escalation point for IT support issues.
  • To ensure that the global Service Delivery team and the constituent team members continue to improve in order to meet evolving support requirements and to support team members' personal development and career satisfaction through recruitment, organisation, training, coaching and appraisals.
  • To own the ITSM processes, monitor their effectiveness, and proactively identify opportunities for improving both IT and business performance, as part of the design and delivery of a strategic roadmap of innovative processes, standards and technologies
  • Minimum 5 years' experience of having delivered ITIL-based IT services in a law firm or similar/professional environment. It is expected that the post-holder will have relevant ITIL qualifications.
  • Experience of devising and managing delivery of a program of training activities to ensure continuous learning improvement.
  • Demonstration of extensive knowledge of current issues and trends in IT services, including security, data protection, etc.


Excellent working knowledge (desirable) of legal IT systems such as:


  • Windows and Office 365
  • networking technologies
  • remote working technologies – e.g. Citrix virtual desktops and dual-factor authentication
  • mobile devices including iPhone
  • document management system – iManage or similar
  • time management/recording systems – Elite, SmartTime or similar
  • practise management systems – Elite 3E or similar
  • customer relationship management systems – InterAction or similar
  • video and audio-conferencing capabilities – Teams, Zoom or similar