Service Delivery Manager

3 weeks ago


London, UK, United Kingdom Bates Wells Full time

Service Delivery Manager


The Role

We are seeking a proactive Service Delivery Manager to lead our service desk team and ensure high-quality IT services are delivered to our clients. Reporting to the Head of IT, you will provide strategic and project support, driving continuous improvement in service desk deliverables.

If you’re ready to make a significant impact by enhancing service quality and supporting our IT initiatives, we invite you to bring your expertise and enthusiasm to our team.


Key Responsibilities

Supervision Tasks

  • Day-to-day line management of the IT service desk team, including performance and development.
  • Monitor the ITSM platform to ensure swift resolution of incidents by team members.
  • Serve as an escalation point for analysts and managed service providers (MSPs).


Desktop Support

  • Provide support to in-house and remote staff when necessary.
  • Own issues, escalating to internal product specialists or external support as required.
  • Draft and send well-thought-out service desk communications that consider the audience and the message being conveyed.


Administration

  • Ensure the quality of the service desk operation.
  • Liaise with external support where appropriate.
  • Manage suppliers and contracts, ensuring IT policies and procedures are followed.


About You

You are a leader and motivator with excellent attention to detail, driven to run an exceptional customer-focused service. As a self-starter, you demonstrate high levels of initiative and can work closely with your team to build trust and loyalty. You are adaptable, able to manage tasks efficiently, and willing to work outside normal office hours if required.


Requirements

  • At least 5 years of experience leading and managing a service desk team.
  • Familiarity with ITL processes (incident, problem, change) and IT service management systems.
  • Strong communication skills, both written and verbal, with the ability to manage diverse stakeholders.
  • Experience with document management systems (preferably iManage) and practice management systems.
  • Proven ability to handle escalated calls and liaise with managed service providers effectively.


Why Join Us?


  • One Firm Approach: Focused on collaboration and achieving common goals.
  • Work/Life Balance: At least 25 days holiday, plus additional days for your birthday and Christmas.
  • Agile and Hybrid Working: Options like our rooftop garden.
  • Comprehensive Benefits: Pension contributions, private medical insurance, discretionary bonuses, life assurance, subsidized gym memberships, lifestyle discount schemes, and a firm-wide profit-sharing scheme.
  • Supportive Team Environment: Opportunities for collaborative work across departments.
  • Competency Framework: Outlining expected competencies at this stage.
  • Flexibility and Adaptability: To meet evolving client needs.


Interested in applying?

If you think you'd be a great fit for this role, click 'apply' above


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