Head of Service Delivery

2 weeks ago

City of London Greater London, United Kingdom Picture More Ltd Full time

Head of IT Service Delivery


Location - London (Hybrid)
Are you ready to take on a leadership role in a globally recognized law firm?
In this exciting Head of position at a top international law firm, you will be responsible for IT leadership, business engagement, customer service management, and IT services development. You will work closely with a global team and be responsible for incident, problem and change management.
As the Head of IT Service Delivery, you will play a pivotal role in defining and delivering our firm's IT training strategy and directing the strategic roadmap for the delivery of all products and services. You will be able to work closely with the Global IT Leadership Team and other stakeholders to ensure optimal IT service delivery within available budgets and resources.
Manage and mentor regional Service Desk Managers and the IT Training Manager, ensuring that services delivered meet user needs.
Inspire a positive work environment across global teams, championing quality, innovation, teamwork, and service to the business.
Lead the implementation of user-facing IT projects delivering new and enhanced services across all offices, ensuring continuous improvement and increasing IT's value.
As Head of IT Service Delivery, you will collaborate and work closely with the wider IT department and the business. You will implement processes and service improvement plans for the global service desk as well as setting SLAs/KPIs.
You will be responsible for a team of IT Support Analysts to deliver a consistently high level of performance and end-user satisfaction.
You will have previous experience as a Head of Service Delivery or Service Delivery Manager, managing a medium/large support team.
You will have experience of working in a law firm or similar professional services
You will have an ITIL certification and good knowledge of ITIL processes
Excellent stakeholder management skills and the ability to inspire confidence in senior business stakeholders.
A proactive self-starter with a strong commercial approach, capable of delivering services within budgets and delivering maximum value for money.
Location – central London / hybrid working

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