Head of IT Service Delivery

Are you an experienced Head of IT Service Delivery looking for a rewarding role where you can really make an impact?

If so we have a brilliant opportunity available where you will play a pivotal leadership role within a forward-thinking IT function, where service quality, innovation, and collaboration are highly valued. You’ll have the scope to shape service delivery strategy, influence senior stakeholders and manage high performing teams that make a real difference to the organisation.

The role will involve:

• Leading IT service and support delivery across the organisation, maintaining strong relationships with senior stakeholders and acting as the primary IT escalation point.


• Oversee IT Service Desk and Desktop Support teams, ensuring effective incident, request, and problem management.


• Drive training, development, and performance of service and support teams to maintain high technical and customer service standards.


• Define, own, and govern major incident management processes, including RCA governance and continuous improvement actions.


• Own change management policy, CAB governance, and service communications for planned and unplanned changes.


• Develop and maintain meaningful service level metrics, KPIs, and management reporting for senior leadership.


• Own service delivery standards for modern workplace and office technologies


• Lead continuous service improvement initiatives to enhance reliability, availability, and customer satisfaction.


• Oversee IT service continuity and recovery planning, testing, and reporting.


• Develop and manage supplier relationships, ensuring third-party services meet agreed SLAs.


• Ensure effective service transition for new systems and services into live operation.

What We’re Looking For:

• Proven background working as a Head of IT Service Delivery within Legal or Professional Services sectors.


• Strong leadership experience and line management skills.


• Previous experience managing Service Delivery and IT Service Desk / support functions


• Excellent knowledge of ITIL


• Ability to demonstrate experience of championing a culture of technical excellence and proactive problem-solving within IT Service and Support Teams.


• Previous experience developing and maintaining robust escalation protocols, ensuring that technical issues are triaged and resolved at the appropriate level, and that lessons learned are captured for continuous improvement.


• Ability to lead and coordinate the troubleshooting process for major incidents, working closely with IT Service Desk, support teams, and technical specialists within the IT Operations Team to resolve issues efficiently.


• Commitment to continuous improvement, including the development of troubleshooting protocols and training for service desk and support staff.

Interested?

This is a fantastic opportunity to secure a pivotal role in a well established legal firm.

If you meet the criteria and are excited about this opportunity, please send in your CV to apply for the role and you will be contacted by our specialist recruitment team if your background is suitable.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.