Head of IT Service Delivery

6 months ago

London, United Kingdom Withersworldwide Full time

**Type**:
Permanent - Full Time

**Location**:
London

**Job Role**:
Information Technology

**About Withersworldwide**

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems. It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there - whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

**What are we looking for?**

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

- ensuring excellent support to Withers' partners and staff in accordance with IT service management procedures,
- defining and delivering the firm's IT training strategy, and
- directing 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.

A very high level of personal organisation and professionalism is required, together with a 'can-do' attitude and an ability to work to tight deadlines and under pressure. This person must inspire a positive work environment across global teams and help champion quality, innovation, teamwork and service to the business.

**Areas of focus and responsibilities**
- 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 Withers' 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
- To deliver qualitative and quantitative metrics of performance which will help with IT issue identification, policy and decision making, and guide investment in service improvement
- To be responsible for all service-related business communications
- To identify and proactively manage Major Incidents and work with global support teams to quickly and efficiently deliver a resolution, minimise impact, and ensure the speedy resumption of business operations and security of the business assets
- To gather formal and informal customer feedback via stakeholder meetings and forums in order to ensure that all support issues and ideas are identified and addressed, and then engage with the global IT team to identify, plan and deliver solutions
- To lead and oversee the implementation of user-facing IT projects delivering new and enhanced services across all offices
- To continually maintain and expand a strong working knowledge of currently-used and future technologies to provide technically accurate solutions to end-users and to increase IT’s value
- In conjunction with the Head of IT Systems, to ensure fit-for-purpose support contracts are in place for user-facing IT systems, including liaising with suppliers for purchasing, and managing suppliers to ensure that the best quality of service is obtained
- To define and manage the global IT support and training budget.

This list of duties and responsibilities is not exhaustive. It is intended to describe the general content of, and requirements for the performance of this job, and as such, the ro

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