Robert Half has partnered with a reputable law firm to recruit a Service Delivery Manager. In this role, you'll lead all aspects of the firm's IT support function, managing both the internal IT team and outsourced IT and AV service providers to deliver a high-quality, reliable service across the business.
Join a growing organisation where you'll have the opportunity to step into a true leadership role, managing people and vendors while remaining technically hands-on. You'll also play a key role in a range of ICT projects and broader technology initiatives, helping shape and improve the firm's technology environment.
Key Responsibilities:
- Lead and mentor a team or helpdesk officers to deliver outstanding technical support services.
- Act as the primary operational contact for infrastructure, application audio visual and support vendors.
- Track service performance metrics and prepare reports on the effectiveness of outsourced providers, including performance against SLAs and other contractual obligations.
- Support the firm's legal and business operations by ensuring core applications are maintained and data remains accurate and of high quality.
- Provide occasional on-call support when needed.
Key Requirements:
- Demonstrated IT service management, vendor management, and/or a similar governance-focused role within a technology or professional services environment.
- Strong understanding of IT service management frameworks, particularly ITIL, including incident, problem, change and service review processes.
- Proven ability to present service performance reports, interpret metrics and drive service improvement plans.
- Sound understanding of IT procurement processes, including vendor evaluation, onboarding, and contract administration.
- Strong leadership and organizational skills, with the ability to manage multiple vendors and multiple staff.
Key Benefits:
- Be part of a growing organisation where you'll have the opportunity to make a real impact and grow alongside the business.
- Lead, influence and stay hands-on in a managerial role that combines people and vendor management with the opportunity to remain technically involved.
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