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For Companies At a Glance
- Tasks: Lead global IT service delivery and enhance user experience through innovative strategies.
- Company: Join a prestigious global law firm with a focus on excellence.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in a dynamic environment while shaping IT service excellence.
- Qualifications: Experience in IT service delivery and strong leadership skills required.
- Other info: Collaborative culture with a focus on continuous improvement and innovation.
The predicted salary is between 48000 - 72000 £ per year.
A fantastic opportunity has arisen for an IT Service Delivery Manager to join a global law firm based in London on a permanent basis. Must have experience managing global teams and implementing or working within a follow‑the‑sun environment.
Key Responsibilities
- Lead the global IT Service Desk and ITSM functions, aligning delivery with business strategy, user needs, and ITIL best practices.
- Define and execute the multi‑year roadmap for service desk maturity, automation, tooling, and global support models.
- Act as the global service owner for Service Desk, championing performance, resilience, and user‑first design.
- Drive continual improvement across incident, problem, change, and request management processes.
- Oversee and evolve support models, including SLAs, escalation frameworks, and cross‑regional coverage.
- Promote and embed a culture of service excellence and accountability across all support functions.
- Standardise ITSM tools, metrics, and reporting across regions for consistent delivery and insights.
- Manage compliance with security, audit, continuity, and risk management frameworks.
- Provide leadership and coaching to service team leads and managers, aligning performance with strategic goals.
- Oversee budgeting and resource planning for global service operations, ensuring effective use of technology and people.
- Engage with vendors and suppliers to manage contracts, performance, and issue resolution.
Key Experience & Skills
- Proven experience in leading IT service delivery and support functions in a global or complex enterprise environment.
- Strong knowledge of ITIL frameworks, ITSM best practices, and service management tooling.
- Demonstrated ability to develop and deliver 24/7 support strategies, including automation and AI‑led service models.
- Skilled in people leadership, with a track record of managing and mentoring service managers and teams.
- Commercially minded, with experience in budget ownership, cost control, and vendor management.
- Strong understanding of enterprise IT ecosystems and support technologies.
- Confident in stakeholder engagement, with the ability to influence across technical and business teams.
- Analytical, proactive, and outcome‑focused with excellent decision‑making capabilities.
- Comfortable navigating and managing global service challenges, balancing consistency with local responsiveness.
Location: London (Hybrid)
Employment type: Full‑time
Seniority level: Not Applicable
Global IT Service Delivery Manager in England employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global IT Service Delivery Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at firms you’re interested in. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their IT service delivery approach and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've led teams and improved service delivery in past roles. Use metrics to back up your achievements – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Global IT Service Delivery Manager in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your experience in managing global teams and working within a follow-the-sun environment, as these are key for us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Global IT Service Delivery Manager role. Share specific examples of how you've driven service excellence and managed ITSM functions in the past.
Showcase Your ITIL Knowledge: Since we're looking for someone with strong knowledge of ITIL frameworks, make sure to mention any relevant certifications or experiences. This will show us that you understand the best practices we value.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at DGH Recruitment
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL frameworks and best practices. Be ready to discuss how you've implemented these in previous roles, especially in a global context. This will show that you understand the core principles that drive effective IT service delivery.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a complex environment. Highlight your experience in mentoring service managers and driving performance. This is crucial for demonstrating your ability to align team goals with business strategy.
✨Be Ready to Discuss Automation and AI
Since the role involves developing 24/7 support strategies, be prepared to talk about your experience with automation and AI-led service models. Share specific instances where you've successfully implemented these technologies to improve service delivery.
✨Engage with Real Scenarios
Think of real-life scenarios where you've faced challenges in global service delivery. Be ready to discuss how you navigated these issues, balancing consistency with local responsiveness. This will showcase your analytical and proactive approach to problem-solving.
