Head of IT Service Delivery

We are looking for a Head of IT Service Delivery to lead the delivery and continuous improvement of IT services across the organisation, ensuring business-as-usual support, incident management, and service transition are executed to the highest standards. Overseeing service desk & desktop support operations, major incident management, problem management, change management, and customer satisfaction. Drive service excellence, process optimisation, and alignment with business needs.

Job responsibilities

• IT Service & Support Leadership: Maintain a highly visible profile, advocating for the IT support and services your team delivers, developing and maintaining key relationships with key stakeholders across the business, including HoD’s of both legal practice and business services teams. All HoD’s/senior managers should recognise and regard this role as the key IT contact for resolving issues, obtaining new IT services and support, and for requesting changes.
• Fulfil the principle point of escalation for any HoD’s, partners and managers around the firm in relation to IT support and service issues.
• Team Management: Oversee the IT Service Desk and Desktop Support teams (including workplace tech engineer and AV technician roles), assuring effective incident, request, and problem management. Work closely with the Head of IT Ops to ensure IT support and services continue to be delivered effectively alongside change, project and digital transformation activities.
• Assess, plan and drive training and development for your service and support team to maintain high levels of technical and customer service skills.
• Service Level Management Reporting: Develop and maintain meaningful service level metrics and KPIs, enabling effective service reporting to the CIO on a monthly basis (or as required). Reporting will include Capacity, Availability & Reliability Management.
• Ensure joiner/mover/leaver workflows are developed and maintained to deliver a seamless and high quality arrival experience, while ensuring secure departures are achieved in a timely fashion.
• Modern Workplace Services/Systems: Own service delivery standards and vendor support for office/AV systems; oversee & assure the smooth operation and support of the office and modern workplace systems (AV, smart-locker, building access control, space booking and digital signage systems).
• Major Incident Management: Define the processes and governance standards for major incident response, root cause analysis (RCA), and resolution, ensuring timely coordination, communication and stakeholder engagement.
• Continuous Service Improvement: Monitor service performance, SLAs, and customer satisfaction, implementing improvements as required.
• Change Management: Own change management policy, CAB governance and approvals.
• Service Catalogue: Develop and maintain a service catalogue, articulating service dependencies for upstream/downstream configuration items (CIs); assuring risk management when delivering changes.
• Communication Bridge: Ensure effective and timely communication of service outages/remediation and planned changes to the wider organisation.
• Service Transition: Ensure the effective transition of all new IT systems and processes into service.
• IT Service Continuity: Oversee the development and maintenance of IT service continuity and recovery plans, including regular testing and reporting.
• Supplier Management: Develop and nurture supplier relationships for IT procurement, service and support delivery, ensuring external services meet agreed service levels.
• SAM: Accountable for effective Software Asset Management (SAM), ensuring sufficient licence availability, containing costs, and avoiding software cost wastage.
• IT Budgeting: Manage the annual IT budget tracking and forecasting process in relation to end-user IT equipment and core desktop software licensing.

Skills and experience

• Able to demonstrate experience of championing a culture of technical excellence and proactive problem-solving within the IT Service and Support Teams.
• Able to demonstrate experience of developing and maintaining robust escalation protocols.
• Able to demonstrate experience of ensuring that all stakeholders are kept informed throughout the incident lifecycle.
• Able to demonstrate experience of taking ownership of escalated technical problems.
• Able to lead and coordinate the troubleshooting process for major incidents.
• Provide hands-on leadership in diagnosing and resolving high-impact incidents.
• Proven experience in IT service management (ITIL).
• Commitment to continuous improvement.
• Ability to remain calm and decisive under pressure.
• Experience acting as a key escalation point for technical issues.
• Strong analytical skills and a methodical approach to root-cause analysis and problem resolution.
• First-hand experience / background knowledge of desktop, workplace, and office systems.
• Proven ability to lead the resolution of time-sensitive and high-impact technical issues.
• Extensive experience in defining and coordinating technical troubleshooting and incident management processes.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Analytical, organised, and proactive approach to problem-solving.
• Commercial awareness and focus on delivering value to the business.
• Commitment to teamwork, collaboration, and continuous improvement.