IT Service Delivery Manager

We're looking for an experienced IT Service Delivery Manager to play a key role in shaping and improving how IT services are delivered across the firm. This is an opportunity to manage service performance, influence stakeholders at all levels, and ensure IT consistently meets the needs of the business. Candidates with a strong IT background will be particularly well suited to this role.

Your Purpose in the Role

As IT Service Delivery Manager, you will be responsible for ensuring the consistent delivery of high-quality, reliable IT services across the firm. Acting as the key interface between IT and the business, you will ensure services meet agreed expectations, align with business priorities, and evolve over time to deliver increasing value.

You will manage service performance, incident and problem management, supplier management, and service governance, ensuring services remain stable, efficient, and user experienced focused.

What You'll Be Doing

Service Performance and SLA Management

• Proactively monitor service performance, identifying trends, risks, and opportunities for improvement.

• Ensure all IT services consistently meet agreed SLAs, KPIs, and business expectations.
• Provide clear, structured reporting and insight to support decision-making and service improvement.

• Deal with escalations

Stakeholder and Relationship Management

• Act as the primary interface between IT and the business.
• Build strong, trusted relationships with stakeholders across all areas of the firm especially with the heads of office.
• Communicate service performance, issues, and improvements in a clear and business-friendly way.

Incident, Major Incident and Problem Management

• Manage incident and major incident management processes to minimise disruption to the business.
• Ensure clear ownership, escalation, and communication throughout incidents.
• Drive effective problem management, identifying root causes and implementing long-term fixes with our IT Team.

Service Improvement

• Drive a culture of continuous service improvement across IT.
• Identify and deliver opportunities to enhance service quality, efficiency, and user experience.
• Support automation and "shift left" initiatives to improve service outcomes.

Change and Service Transition

• Oversee service changes to ensure minimal impact on live operations.
• Ensure changes are planned, controlled, and implemented effectively.
• Work closely with project and technical teams to ensure smooth transition and acceptance into service.

Supplier Management

• Manage supplier performance against agreed service levels and contractual commitments.
• Hold third parties accountable for delivery, ensuring issues are addressed promptly.
• Work with suppliers to improve service outcomes and maximise value to the firm.

Governance and Reporting

• Provide clear and consistent reporting on service performance, risks, and improvements.
• Ensure appropriate governance is in place across service management processes.
• Support leadership with accurate, actionable insight into service delivery.

Service Coordination

• Coordinate across IT teams to ensure aligned and effective service delivery.
• Promote accountability and ownership across all services.
• Ensure collaboration between Service Desk, Infrastructure, Cyber Security, and Business Applications teams.

• Strong experience in IT service delivery or service management.
• A solid IT background, with a good understanding of how technical services operate.
• Proven experience managing SLAs, KPIs, and service performance.
• Experience leading incident, major incident, and problem management processes.
• Strong stakeholder management skills, with the ability to build trust at all levels.
• Robust organisational skills, attention to detail.
• Experience managing third-party suppliers and holding them accountable.
• Good understanding of ITIL principles and service management practices.
• Excellent communication skills, both written and verbally, clear and concise, able to explain technical concepts in clear, business-friendly terms.

Desirable

• Experience working within a professional services environment.
• Exposure to service transformation or continuous improvement programmes.
• Familiarity with automation and service optimisation initiatives.
• ITIL certification or equivalent service management qualification.

Behavioural Expectations

• Customer-focused and committed to delivering excellent user experience.
• Calm, structured, and confident under pressure, particularly during major incidents.
• Proactive, accountable, and outcome driven.
• Collaborative and able to influence across teams and senior stakeholders.
• Focused on continuous improvement and delivering measurable outcomes.
• Happy to travel to all our offices as they need focus, and to build relationships with the Office managers

Pulled from the full job description

• Annual leave

• Gym membership

• Company pension

• Cycle to work scheme

• Free flu jabs

• Car scheme, Benefits of working with us:

• Scottish Widows Pension Scheme

• 28 days annual leave (plus public holidays)

• Bonus scheme

• Healthcare cash plan

• Electric vehicle scheme

• Happy People / Perks at Work benefits portal

• Cycle to Work scheme

• Life Assurance

• 1/3 gym membership contribution

• Flu vaccinations

HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed. Why HCR people love their jobs Our people tell us they enjoy working on good quality, interesting matters from a wide variety of our clients, because they get the experience they want to develop their careers. We will give you responsibility early, the mandate to make things happen and we'll back your good ideas. Our "Passion for People" lives and breathes every day throughout the firm as our peoples' energy and sense of fun create a warm environment in which to thrive. What career progression will HCR offer you? HCR's growth constantly creates opportunities for people who want to go places and make a difference, your career plan can become part of our growth plan. At HCR you can expect to work with friendly, energetic, ambitious people, who love getting stuck into a client problem, and enjoy celebrating a good outcome. Our people value the sense of community provided by the individual personality of each office and the collegiate approach across all our service and sector teams. What does HCR believe, achieve and stand for? As a Times Best Law firm, among the UK Top 60, we provide the full range of services that you would expect to organisations, business leaders and individuals. However, in our mission to give everyone the opportunity to experience a different kind of legal service we take an entrepreneurial approach. We're flexible and responsive to the needs of our clients, delivering the best outcomes for them. We have more than 800 lawyers and support staff, including more than 150 partners, and have been awarded the Law Society's Lexcel quality mark in recognition of our compliance and client care standards. With ten offices in England and Wales our well-established presence stretches from west to east, ensuring clients can access a full-service legal offering no matter where they're located. We've expanded significantly in Birmingham, Cardiff and the Thames Valley, and our merger with Hewitsons resulted in a full service regional hub being established in the heart of the Waterside innovation area centre of Northampton. Our London and Cambridge continue to grow apace. With solid connections in the communities we work in, and a track record of delivering legal advice to businesses and individuals throughout the areas we base ourselves in, our clients continue to value our approach to providing legal advice, in the way they need, when they need it. As HCR is an equal opportunities employer, we don't just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients. We are privileged to be an armed forces-friendly organisation. We also want you to achieve your absolute best during the recruitment process. Please let us know of any changes we can make at any point that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV. A note for recruitment agencies - The HCR Resourcing Team is responsible for recruitment across the firm, and where possible will use direct hiring methods. We do work with a Preferred Supplier List, and where appropriate, we will release vacancies to those agencies who we deem most appropriate to support us. Only those agencies will be invited to submit candidates via our recruitment portal. Any speculative or unsolicited CVs sent to any employee or Partner of HCR will not be considered an introduction, and no fees will be applicable. Furthermore, we retain the right to pursue these candidates without query of ownership   You must create an Indeed account before continuing to the company website to apply