IT Service Delivery Manager - Kennedys Law : Job Details

Kennedys is looking for an IT Service Deliver Manager to join our IT team in Chelmsford or London preferably, but there is flexibility for the role to be based anywhere in the UK. The successful IT Service Delivery Manager have a proven track record in improving the perception of IT within the Firm and be able to effectively influence their peers within IT. They will review data and interact within the business and be able to strongly and effectively advocate for the user experience.

Team

Kennedys IT team is responsible for delivery of a responsive, effective and timely IT support service to the firm's employees and clients.

They devise and implement operational processes and procedures in order to provide reliable and available IT systems to the firm.

Working within the operational function within IT, this role will help advocate for the user and service experience while ensuring. Primarily located in the UK, this team provides services globally.

Key responsibilities

• Oversee the end-to-end delivery of services to clients, ensuring compliance with Service Level Agreements (SLAs) and other performance metrics
• Coordinate with various teams (e.g. support, operations, business services and legal teams) to deliver high-quality services
• Monitor service performance, identify areas for improvement, and implement corrective actions as needed
• Develop and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with our services
• Own Incident Management.

Required experience

• IT Service Delivery experience within an global ITIL environment, minimum 5 years with a strong focus on Problem management
• ITIL v3 (Foundation) accreditation or equivalent
• Proven track record in managing and improving service delivery in a client-facing environment.
• Strong understanding of ITIL or similar service management frameworks
• Excellent analytical and problem-solving skills, with the ability to think strategically and drive root cause analysis
• Exceptional communication and interpersonal skills, with the ability to build and maintain client relationship
• Proficient in using service management software and tools as the ITSM tool Product owner
• Experience in leading customer driven survey's and improvement recommendations
• Good technical IT knowledge of operating systems and software applications
• Team management with 5 years minimal experience.

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

*where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.