Service delivery manager

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16 Feb 2017
16 Mar 2017
Contract Type
Full Time

Service delivery manager - ITIL, processes, procedures, KPI’s, matrix management, leader, manager, reports - permanent £60-70k (London).

Opportunity to transform the customer service ethos, improve service delivery and management of 25+ staff across servicedesk, application and desktop support (including two team leaders) for a mid-tier international law firm.

The company is looking for an established and experienced Service Delivery Manager to improve the processes, procedures, business engagement and service for the business - managing the servicedesk teams of 25-30 people (1st & 2nd line with applications team).

You will be strongly backed in your mission to re-engage with the business and drive up customer service standards/processes within your department.

Duties Include:

  • Managing and supporting all aspects of Customer Service Delivery and resources across the firm

  • Line management of Service Desk and desktop support and process management of Incident Management, Customer and Service Provider Relationships and Budgeting

  • Identifying and implementing continuous improvement to the Service Desk using an ITIL framework, for addressing and quickly resolving routine, urgent, critical and complicated support issues utilising all resources at hand


  • Willingness to take ownership of IT customer services and be the visible figurehead (during good times and bad) for IT support

  • A world class approach to customer service with demonstrable ability to drive service enhancements in customer service through the development of the Service Desk team

  • Comprehensive experience of managing Service Delivery - producing reports, KPIs and service levels

  • Proven track record and experience in managing and achieving SLAs and KPIs in Service Delivery

  • Good experience in leading and driving teams to ensure team and individual performances