Head of IT Service Delivery

2 weeks ago

London, United Kingdom Totum Partners Full time

Head of IT Service Delivery


The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Law Firm

London - Hybrid

We are recruiting on behalf of a global law firm requiring a new Head of IT Service Delivery based in London. The role will be accountable for all IT Service Delivery capabilities across global offices including excellent support to partners, delivering the firm's IT Training strategy and roadmaps for related technology.

The role leads the regional Service Desk Managers and IT Training Manager, working closely with the Head of IT Systems and Regional Heads of IT 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 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 in delivering ITIL-based IT services in a law firm or similar/professional environment.
  • Experience in devising and managing the 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.

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