IT Service Delivery Lead | ITIL | ServiceNow | Hybrid | London

This is an excellent opportunity to join a collaborative Service Operations team supporting over 2,800 users globally. Working alongside the IT Service Delivery Manager, you’ll oversee day-to-day service delivery while driving continuous improvement, automation and operational excellence.

If you’re looking for a varied role where you can influence service delivery, work with senior stakeholders and help shape future IT services, we’d like to hear from you.

Key responsibilities

• Deliver high-quality IT services across infrastructure, applications and end-user support.
• Monitor and report on SLAs, KPIs and service performance.
• Manage incidents, service requests and escalations.
• Build strong relationships with senior stakeholders across the business.
• Drive service improvement initiatives.
• Analyse trends and identify opportunities to improve performance.
• Support automation and AI initiatives.
• Ensure ITIL best practice is followed throughout the service lifecycle.

You’ll have:

• Experience in an IT Service Delivery, IT Operations or Service Management role.
• ITIL Foundation certification.
• Experience using ServiceNow or another enterprise ITSM platform.
• Strong stakeholder engagement skills.
• Excellent communication and organisational skills.
• Experience managing incidents, requests and change.
• A proactive approach to continuous improvement.

Experience within a legal, financial services or professional services environment is highly desirable.

• Competitive salary.
• Performance-related bonus.
• Hybrid working.
• Private medical insurance.
• Pension scheme.
• Structured learning and development.
• Career progression within a global organisation.
• Exposure to enterprise technology transformation projects.
• Collaborative and inclusive culture.

We’re recruiting for an experienced IT Service Delivery Lead to join the London office of a leading international law firm.