Service Delivery Manager – Law Firm, London £85,000
Our client is a global Law Firm with a high profile reputation for their services to the corporate world. The firm are now looking to recruit an experienced IT Service Delivery Manager.
This is a key hire for the Law Firm and they will only consider applications from individuals who are already performing the role as a Service Delivery Manager and are not looking for someone who wants to step up to the role. This is a senior management position within the IT division and you will ideally come from within a Law Firm or professional services environment.
In this role the Service Delivery Manager will be accountable for managing and supporting all aspects of Customer Service Delivery and resources across the UKMEA region. This includes line management of Service Desk and Technical Support Specialists, and process management of Incident Management, Customer and Service Provider Relationships, Asset Management and Budgeting.
Key essential requirements are:
Comprehensive experience of managing Service Delivery for the legal industry across multiple and international locations.
Proven track record and experience in managing and achieving SLAs and KPIs in Service Delivery
A good understanding of the theory and mechanisms behind knowledge management systems and how they can be applied to improve the performance of the Service Desk.
Good experience in leading and driving teams to ensure team and individual performance levels meet and exceed client expectations consistently, with a proven track record of continual improvement.
Very strong customer services and interpersonal skills, with experience in managing customers in highly stressful situations, demonstrating good use of empathy and assertiveness skills.
This position is based in central London and pays a salary in the region of £85,000 + benefits. Please Do not apply if you are not currently performing a similar role of Service Delivery Manager.