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Service Delivery Manager

  • Location

    London

  • Sector:

    Legal technology jobs

  • Job type:

    Permanent

  • Salary:

    65000 - 75000

  • Contact:

    Connor Sagar

  • Contact email:

    connor.sagar@its-recruit.com

  • Job ref:

    PR/030979/1/CS

  • Published:

    3 months ago

  • Expiry date:

    2019-10-23

  • Client:

    Information Technology Services

Service Delivery Manager

Top City Law Firm require a Service Delivery Manager to manage their 1st and 2nd line service desk, DeskSide Support, and VIP Support teams totalling 15-20 with headcount in Europe, Asia and the Middle East. 

We are seeking a Service Delivery Manager with a successful track-record and demonstrable experience managing teams of 15+ staff, driving service improvement initiatives alongside taking responsibility for engaging with the user base to strengthen relationships and understand business needs.    

Key Responsibilities will include:

  • Manage the day to day activities of a team of 20-25 staff spanning Service Desk, Deskside Support and VIP Support
  • Delivery of appropriate SLA's, leading major incidents, and acting as a point of escalation for your team leaders
  • Develop and maintain close working relationships with internal customers, being pro-active in the service delivered
  • Driving and maintaining ITIL processes
  • Ensuring all policies and procedures including change maangement procedures are followed
  • Enhancing service delivery to all customers
  • Analyse support desk activity and make recommendations for increased organisational efficiency and effectiveness
  • Monitoring progress on longer term support issues
  • Attend service review meetingings to discuss service and suggest ideas for improvement
  • Continually reviewing best practice

This is an excellent opportunity for a driven individual who is looking for a role where they can imprint their personality and ideas.

Service Delivery Manager