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For Companies At a Glance
- Tasks: Lead IT service delivery and improve support across a leading law firm.
- Company: Join a prestigious law firm in London with a focus on innovation.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact by enhancing IT services in a professional setting.
- Qualifications: Proven leadership in IT Service Delivery and strong ITIL knowledge required.
- Other info: Collaborative culture with opportunities to engage with senior leadership.
The predicted salary is between 43200 - 72000 £ per year.
We are seeking a Head of IT Service Delivery to join a leading law firm in London.
Key Responsibilities
- Lead the delivery and continuous improvement of IT support and services across the firm, acting as the principal escalation point for IT-related issues.
- Manage the IT Service Desk and Desktop Support teams (including AV and workplace tech), ensuring exceptional service standards, operational efficiency, and alignment with business needs.
- Develop and report on key IT service metrics (SLAs, KPIs), ensuring capacity, reliability, and availability targets are met.
- Oversee major incident management, chairing RCA governance meetings, coordinating response efforts, and ensuring stakeholder communication.
- Drive problem and change management processes, including CAB governance, ensuring minimal disruption and clear approvals.
- Maintain and improve user lifecycle workflows (joiner/mover/leaver), ensuring seamless onboarding/offboarding and security compliance.
- Own the service delivery of modern workplace technologies (AV, access control, smart lockers, space booking, etc.), ensuring they operate efficiently and meet business expectations.
- Lead service transition efforts for new IT systems, ensuring smooth handover into operational support.
- Collaborate with the Head of IT Operations on service delivery and digital transformation efforts.
- Maintain IT service continuity and disaster recovery plans in coordination with business continuity teams.
- Develop and manage the IT Service Catalogue and ensure communication of service outages, planned maintenance, and key changes to the wider business.
- Oversee supplier and vendor performance to ensure third-party service standards are upheld.
- Manage software asset management (SAM), licensing compliance, and desktop/end-user IT budgeting (e.g., laptops, mobile devices, Microsoft 365).
Key Skills & Experience
- Proven leadership experience in IT Service Delivery or IT Service Management within a complex, professional environment.
- Strong working knowledge of ITIL best practices; ITIL Practitioner or equivalent experience highly desirable.
- Experienced in managing high-performing IT support teams, incident resolution, and technical escalations.
- Confident managing major incidents and providing hands-on support during high-impact issues.
- Strong experience with service reporting, SLA tracking, and continual service improvement.
- Familiarity with desktop and office-based technologies including AV, smart lockers, building access systems, and digital signage.
- Demonstrated ability to manage supplier relationships, software assets, and IT service budgeting.
- Excellent interpersonal and stakeholder management skills – confident engaging with senior leadership and legal practice teams.
- Organised, analytical, and proactive with a strong customer-focused mindset.
- Experience working in legal or professional services environments is desirable.
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Industries: Legal Services and Law Practice
Location: London, England, United Kingdom
Salary: Competitive
Head of IT Service Delivery in London employer: DGH Recruitment
Contact Detail:
DGH Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Delivery in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal and IT sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the firm’s culture and recent projects. Tailor your responses to show how your experience aligns with their needs. We want you to shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've improved IT 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 noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of IT Service Delivery in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your leadership experience in IT Service Delivery and any relevant ITIL knowledge. We want to see how your skills align with what we're looking for!
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 Head of IT Service Delivery role. Share specific examples of how you've improved IT services in the past, and don’t forget to show your enthusiasm for joining our team.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact, like improvements in service delivery or successful project completions. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at DGH Recruitment
✨Know Your ITIL Inside Out
Since the role requires a strong working knowledge of ITIL best practices, make sure you brush up on these concepts before the interview. Be ready to discuss how you've applied ITIL principles in your previous roles, especially in service delivery and incident management.
✨Showcase Your Leadership Skills
As a Head of IT Service Delivery, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully managed high-performing teams and resolved technical escalations. Highlight any specific achievements that showcase your ability to lead and improve service standards.
✨Be Metrics-Driven
The job involves developing and reporting on key IT service metrics. Come prepared with examples of how you've tracked SLAs and KPIs in the past. Discuss how you used these metrics to drive continuous improvement and ensure operational efficiency.
✨Understand the Business Needs
This role requires alignment with business needs, so do your homework on the law firm’s operations. Familiarise yourself with their services and think about how IT can enhance their performance. Being able to speak to this during the interview will show that you're proactive and customer-focused.
