Head of IT Service Delivery

4 weeks ago

London, United Kingdom DGH Recruitment Full time
Job Description

Head of IT Service Delivery - London/Hybrid - Permanent


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.


  • 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
  • Ensure that IT Service Desk support and Training are delivered to the highest possible standard across all region
  • To ensure that the global Service Delivery team and the constituent team members continue to improve in order to meet evolving support requirements
  • 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
  • To be responsible for all service-related business communications
  • To identify and proactively manage Major Incidents and work with global support teams
  • Lead and oversee the implementation of user-facing IT projects delivering new and enhanced services across all offices
  • To define and manage the global IT support and training budget.
  • 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
  • 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


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