IT Service Delivery Manager

Kennedys is looking for an IT Service Deliver Manager to join our IT team in Chelmsford or London preferably, but there is flexibility for the role to be based anywhere in the UK. The successful IT Service Delivery Manager have a proven track record in improving the perception of IT within the Firm and be able to effectively influence their peers within IT. They will review data and interact within the business and be able to strongly and effectively advocate for the user experience.

Team

Kennedys IT team is responsible for delivery of a responsive, effective and timely IT support service to the firm's employees and clients.

They devise and implement operational processes and procedures in order to provide reliable and available IT systems to the firm.

Working within the operational function within IT, this role forms a team of 3 Service Delivery Managers who are responsible for ensuring the efficient delivery of services to our clients globally, maintaining high levels of customer satisfaction, and managing service performance. This role will own Incident management and play a critical role in Problem management, identifying, analysing, and resolving recurring issues to improve service quality and prevent future.

Key responsibilities

• Oversee the end-to-end delivery of services to clients, ensuring compliance with Service Level Agreements (SLAs) and other performance metrics
• Coordinate with various teams (e.g. support, operations, business services and legal teams) to deliver high-quality services
• Monitor service performance, identify areas for improvement, and implement corrective actions as needed
• Develop and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with our services
• Own Incident Management.

Required experience

• IT Service Delivery experience within an global ITIL environment, minimum 5 years with a strong focus on Problem management
• ITIL v3 (Foundation) accreditation or equivalent
• Proven track record in managing and improving service delivery in a client-facing environment.
• Strong understanding of ITIL or similar service management frameworks
• Excellent analytical and problem-solving skills, with the ability to think strategically and drive root cause analysis
• Exceptional communication and interpersonal skills, with the ability to build and maintain client relationship
• Proficient in using service management software and tools as the ITSM tool Product owner
• Experience in leading customer driven survey's and improvement recommendations
• Good technical IT knowledge of operating systems and software applications

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

* where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.

About Kennedys

Kennedys is a global law firm with expertise in dispute resolution and advisory services. With over 2,750 people worldwide across 45 offices in the UK, Europe, Middle East, Asia Pacific and America we have some of the most respected legal minds in their field.

Our lawyers handle both contentious and non-contentious matters, and provide a range of specialist legal services, for many industry sectors but we have particular expertise in litigation and dispute resolution, especially in defending insurance and liability claims.

We're a fresh-thinking firm, and we're not afraid to bring challenging new perspectives to the table way beyond the traditional realm of legal services. We empower our clients with a diverse range of ideas, tools and technology to make their lives easier, as well as delivering exceptional results, every time.

What do we have to offer?

We welcome high-performing lawyers, business services professionals, secretaries, graduates and apprentices to join our rapidly expanding global firm. Whatever your role at Kennedys, you'll be involved in exciting and stimulating work, where your input will make a difference.

Our culture and values form a big part of who we are and we take them seriously. We make a difference by being approachable, straightforward, supportive and distinctive. Our values are at the core of who we are and what make us a great firm to work with and for.

The Firm recognises the value of investing in our people's development and believes our culture and values contribute to the quality of our work and of our client relationships. With a culture of on-the-job and experiential learning, peer to peer learning, mentoring, resources and tools that enable you to drive your career, we can support your development in your current and future roles. A variety of other opportunities are available including secondments to clients and our global offices.

We strive to celebrate diversity, empower our people and ensure everyone can bring their authentic selves to work. We've created a culture based on client service, professional excellence, hard work and trust, where diversity, equity and inclusion (DE&I) is a key priority. We recognise that many of our people want to work for an employer that is aligned to their values, which is why we are building an inclusive culture, decarbonising our operations and supporting our people to thrive at work. Our people are the key to driving this change and helping us to make a difference to our clients, our people and the communities in which we live and work.

Kennedys is an equal opportunities employer and is committed to ensuring our recruitment processes are as inclusive as possible. We expect all employees to be aware of and comply with all relevant policies and procedures within their jurisdiction, including those relating to Information Security, Data Protection and Quality Management, refer any breach promptly to Risk & Compliance and to complete all mandatory training when requested.