IT Service Delivery Manager

Birketts is a full service, UK Top 50 law firm. With a heritage spanning 160 years, we have more than 700 lawyers and legal professionals based in Bristol, Cambridge, Chelmsford, Ipswich, London, Norwich, Sevenoaks and Bristol. We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: property, corporate services, litigation and private client advisory.

We are defined by our Next Level Law proposition. We work with our clients as a proactive partner, horizon scanning and thinking ahead to the changes, challenges or opportunities that they may face.

Next Level Law is also applied to our people. Our collegiate culture means everyone is encouraged to achieve their next level in everything they do.  RollOnFriday recently ranked us as the 5th best law firm to work at in 2024.

With our ambition to succeed, comes a strong desire to make a positive contribution to the communities we serve, and we are committed to delivering the objectives set out in our ESG strategy. Diversity plays an integral part in all that we do, with female partners comprising 40% of our partnership.

The role is leading the Service Delivery team which is responsible for providing a high end technical support service to our colleagues.

The IT Team is responsible for all aspects of IT across the business, covering User Support, Infrastructure, Network, Security, Data and Development Teams.

The Service Delivery Manager is to support the Head of IT with providing an innovative, forward thinking, structured service delivery team which aligns to the business requirements.  The Service is to deliver a fully comprehensive high end support structure to its colleagues, concentrating on quality, speed, availability, resiliency, and adoption using ITIL as a best practice framework.

Tasks of a service delivery manager covers all aspects of ITSM.

A successful candidate should demonstrate strong leadership and teamworking skills with excellent communication skills.

Service Management:

• Deliver ITSM with an ITIL Framework to define and implement key processes
• Monitor and manage IT services
• Ensure high performance levels for service-related processes
• Assessing colleague feedback and using creativity to establish, improve, and refine services
• Take ownership of major incidents, coordinate with resolution parties, and establish effective communication for post-incident reviews

Client Relationship Management:

• Develop and maintain strong relationships with our colleagues
• Manage colleague expectations and handle any issues or complaints promptly and professionally
• Ensure services meet agreed service level agreements (SLAs) and operational level agreements (OLAs)

Team Coordination:

• Lead and manage the support team
• Ensure the support team is adequately trained and resourced
• Implement continuous improvement initiatives to enhance service delivery
• Manage the team’s budget

Reporting and Compliance:

• Prepare and present regular and accurate reports to stakeholders
• Ensure compliance across our accreditations and standards
• Keep track of emerging trends in service delivery and implement best practices

• 5+ Years in a senior ITSM Role
• ITIL v3 / v4 Certification

Leadership and Interpersonal Skills: 

• Ability to lead teams and manage client relationships effectively.

Problem-Solving: 

• Strong analytical skills to identify and rectify service delivery issues

Communication: 

• Excellent verbal and written communication skills

Technical Knowledge: 

• Understanding of IT services and support functions

Project Management: 

• Ability to coordinate and manage projects

At Birketts, our culture is driven by ambition and a commitment to positively impact all the communities we serve. We are dedicated to the success, development, and wellbeing of our colleagues, helping them achieve their goals and seize the opportunities that come with our growth. Alongside a flexible and inclusive work environment, we offer the following core benefits:

• Starting at 25 days holiday (FTE) plus Bank Holidays (rising with service up to a maximum of 30 days)
• Long Service holiday award – 1 extra week every 10 years continuous service
• Private Healthcare with BUPA (offered after probation is passed)
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share and Individual Performance Bonus Scheme 
• Salary sacrifice (Pensions, Staff Profit Share)
• Life Assurance - 4 x salary / Permanent Health Insurance
• Paid CSR Day
• Enhanced Maternity/Paternity Leave
• Subsidised gym membership
• Electric car scheme
• Agile/Hybrid Working Policy
• Dress for your Day Policy

https://www.birketts.co.uk/recognition-reward-benefits/

Birketts is a flexible business which has embraced a hybrid working model where our colleagues enjoy a mix of home and office working. We welcome applications from people looking for flexible, agile, and part-time roles and we are happy to explore your preferred working patterns as part of your application. 

Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.

Birketts is committed to being an Equal Opportunity Employer. Our policy is unequivocal: we do not tolerate discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or sexual orientation.

We pride ourselves on being an inclusive organisation that actively promotes equality of opportunity for all, valuing the right mix of talent, skills, and potential. We welcome applications from a diverse range of candidates, and selection for roles is based solely on individual merit.