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Senior Manager - IT Service Delivery - UK

Manager, Other
Job Term:
Legal IT/Systems, Operations/Other
Salary Description:
Competitive Salary & Benefits
Baker McKenzie
Job Ref:


The Senior Manager role within the IT Service Delivery for this geographic zone will have responsibility for the following area:

UK (London, Belfast and J-burg)

plus one or more regional practice and/or industry groups (to be decided at a later time

The position will be based in London.


A key advisor to the designated business units (offices, industry and practice groups) in their zone on how enterprise technology can be leveraged to support business needs and goals. The role acts to identify business needs and channel these back through the Technology team. A critical component of the role is to ensure the ongoing provision of high quality IT service to offices and regional practice and industry groups.

Key Responsibilities

  • Work in close cooperation with the leaders of designated business units to define, develop, implement, and support the appropriate technology stack, security and communications solutions to meet the needs of the business
  • Act as the primary connection between Technology and the designated business units for all aspects of operational service level management.
    Ensure that the expectations of the designated business units with respect to services provided by the Technology organisation are managed appropriately.
  • Develop and enhance relationships with business, actively managing expectations & monitoring satisfaction levels.
  • Manage IT staff across designated offices ensuring a focus on high quality consistent IT services.
  • Work within the IT organisation to translate the business requirements into the appropriate solutions that will help achieve success.
  • Bridge the gap of understanding between the customer needs, operational needs and the technology capabilities.
  • Work with the IT teams to successfully deliver solutions to the designated business units.
  • Prepare and deliver professional communications to various levels of the organization to communicate project objectives, status, risks, and achievement of the expected goals.
  • Be an escalation point for business challenges from a delivery or relationship perspective.
  • Any other project assigned by management

Skills, Experience and Requirements

Technical Skills

  • Capability to analyse and solve problems at both a strategic and functional level. 
  • Demonstrate solid problem solving skills with the ability to use good business judgment to make decisions
  • Working experience in providing either local or helpdesk based support to end users in an enterprise environment
  • Project Management experience in the delivery of enterprise wide projects
  • Development of metrics, KPIs and service level and operational level agreements to measure efficiency, cost and quality of services

Non-Technical Skills

  • Strong leadership skills - ability to direct the action of others, to facilitate meetings, and to report status in a clear and concise manner.
  • Experience in leading geographically distributed teams.
  • Strong communication skills - demonstrated ability to communicate professionally in business language, in both oral and written formats (English).
  • Ability to work independently and as a cohesive member of a team.
  • Ability to effectively manage multiple tasks concurrently.
  • Ability to learn new skills in a short period of time.

Minimum Education / Experience

  • 6+ years experience of managing relationships with internal business customers and in managing IT teams in a matrixed environment.


  • The geographic focus of the role requires occasional travel to designated offices and possibly other locations in the firm both domestic and international.

Why Join Us?

Baker McKenzie is a truly global law firm.  Founded in 1949, we advise many of the world’s most dynamic and successful business organisations through our 13,000 people in 77 offices across 47 countries. Yet big does not mean impersonal. We work hard to ensure that everyone knows their role and has the support they need to perform it to the highest standard.  Our culture encourages this - how we work, think and behave in a collaborative and fulfilling way.

In London you will be part of an 800 person office, which is also our largest office globally. Originally opened in 1961, Baker McKenzie London is well established in the UK as a leading international law firm and is regularly involved in some of the country's most high-profile legal matters. We can offer you the work, pride and experience of being part of a leading law firm but in a local office environment that is hardworking, yet friendly and supportive.

The strength of the firm and our culture is evidenced by a number of recent awards, including:

  • Acritas’ Sharplegal Global Elite Brand Index, 2016 - ranked 1st/Brand Index: 100
  • The Sunday Times’ Best Companies to Work For 2011, 12, 13, 14, 15, 17: currently ranked 66th
  • The Times Top 100 Graduate Employers 2016: currently ranked 57th
  • Stonewall Workplace Equality Index 2017: currently ranked 7th
  • Euromoney Women in Business Law Awards 2016:  Five awards: Most Innovative International Firm for Women, Best International Firm for pro bono work, Best in tax, Best in Employment and Overall Outstanding Female Practitioner Award

To Apply

Please click on the Apply icon to start the online application process for this role.  We will then be in touch with you once we have reviewed your application.  If you are unable to apply online, please contact the Recruitment Team on either 020 7919 1000 or


Our Commitment to Diversity & Inclusion

Baker McKenzie has a culture of diversity and inclusion in its DNA – since our beginning, the differences of our people have helped us to work fluently across borders, cultures and practices.  This is intrinsic to everything we do and underpins Baker McKenzie's vision to be the global law firm of choice.  We understand that organisations work best when people with different backgrounds and points of view are brought together.  We also know people perform at their best when they can be themselves at work.  Baker McKenzie is committed to serving our clients with innovative solutions brought about by a diverse talent pool and an inclusive community.

The London office mirrors the wider firm in encouraging the best people, regardless of race, culture, religion or belief (if any), gender, gender identity and expression, disability, sexual orientation or age, to fulfil their professional aspirations with us so as to create an exciting and diverse legal environment.

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