Head of IT Service Delivery

Lead the delivery and continuous improvement of IT support and services across the firm, acting as the principal escalation point for IT-related issues. Manage the IT Service Desk and Desktop Support teams (including AV and workplace tech), ensuring exceptional service standards, operational efficiency, and alignment with business needs. Develop and report on key IT service metrics (SLAs, KPIs), ensuring capacity, reliability, and availability targets are met. Oversee major incident management, chairing RCA governance meetings, coordinating response efforts, and ensuring stakeholder communication. Drive problem and change management processes, including CAB governance, ensuring minimal disruption and clear approvals. Maintain and improve user lifecycle workflows (joiner/mover/leaver), ensuring seamless onboarding/offboarding and security compliance. Own the service delivery of modern workplace technologies (AV, access control, smart lockers, space booking, etc.), ensuring they operate efficiently and meet business expectations. Lead service transition efforts for new IT systems, ensuring smooth handover into operational support. Collaborate with the Head of IT Operations on service delivery and digital transformation efforts. Maintain IT service continuity and disaster recovery plans in coordination with business continuity teams. Develop and manage the IT Service Catalogue and ensure communication of service outages, planned maintenance, and key changes to the wider business. Oversee supplier and vendor performance to ensure third-party service standards are upheld. Manage software asset management (SAM), licensing compliance, and desktop/end-user IT budgeting (e.g., laptops, mobile devices, Microsoft 365).

Proven leadership experience in IT Service Delivery or IT Service Management within a complex, professional environment. Strong working knowledge of ITIL best practices; ITIL Practitioner or equivalent experience highly desirable. Experienced in managing high-performing IT support teams, incident resolution, and technical escalations. Confident managing major incidents and providing hands-on support during high-impact issues. Strong experience with service reporting, SLA tracking, and continual service improvement. Familiarity with desktop and office-based technologies including AV, smart lockers, building access systems, and digital signage. Demonstrated ability to manage supplier relationships, software assets, and IT service budgeting. Excellent interpersonal and stakeholder management skills - confident engaging with senior leadership and legal practice teams. Organised, analytical, and proactive with a strong customer-focused mindset. Experience working in legal or professional services environments is desirable.

Head of IT Service Delivery - London - Permanent - Competitive Salary

A fantastic opportunity has arisen for a Head of IT Service Delivery to join a leading law firm in London., In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business, DGH Recruitment has over 25 years expertise delivering Technology & Digital recruitment services to many of the world's leading organisations with a particular focus on Legal, Financial, Professional Services & Non-Profit. We are specialists in recruiting across Legal Tech & Service Support, Development, QA & Testing, Business Intelligence & Data, Artificial Intelligence, Projects, Business Analysis, Change & Transformation, Networks, Infrastructure & Security. DGH provide a complete recruitment service including contract/temporary recruitment, permanent recruitment, co-sourcing and executive search. DGH is a privately-owned business and are not part of any consortium / group structure and we do not subcontract to third parties.