Head of IT Service Delivery

Job title: Head of IT Service Delivery

Reporting to: Chief Information Officer (CIO)
Department: IT
Office: London
Purpose of role: Lead the delivery and continuous improvement of IT services across
the organisation, ensuring business-as-usual support, incident
management, and service transition are executed to the highest
standards. Overseeing service desk & desktop support operations,
major incident management, problem management, change
management, and customer satisfaction. Drive service excellence,
process optimisation, and alignment with business needs.
Supervisor to: IT Service Desk Manager, IT Service Manager, Workplace Tech.
Engineer (Overall Mgt responsibility for the Desktop Support and
Service Desk Teams).
Hours: Permanent, full-time
Reviewed: January 2026

Job responsibilities:

• IT Service & Support Leadership: Maintain a highly visible profile, advocating for the IT
support and services your team delivers, developing and maintaining key relationships with
key stakeholders across the business, including HoD’s of both legal practice and business
services teams. All HoD’s/senior managers should recognise and regard this role as the key
IT contact for resolving issues, obtaining new IT services and support, and for requesting
changes.
• Fulfil the principle point of escalation for any HoD’s, partners and managers around the
firm in relation to IT support and service issues.
• Team Mgt: Oversee the IT Service Desk and Desktop Support teams (inc. workplace tech
engineer and AV technician roles), assuring effective incident, request, and problem
management. Work closely with the Head of IT Ops to ensure IT support and services
continue to be delivered effectively alongside change, project and digital transformation
activities.
• Assess, plan and drive training and development for your service and support team to
maintain high levels of technical and customer service skills.
• Service Level Management Reporting: Develop and maintain meaningful service level
metrics and KPI’s, enabling effective service reporting to the CIO on a monthly basis (or as
required). Reporting will include Capacity, Availability & Reliability Management. ITSM
produces service level reports; HITSD assures quality, synthesises insights and presents to
the CIO, with reliability/capacity inputs from HoITOps.
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• Assure joiner/mover/leaver workflows are developed and maintained to deliver a
seamless and high quality arrival experience, while ensuring secure departures are
achieved in a timely fashion.
• Modern Workplace Services/Systems: Owns service delivery standards and vendor
support for office/AV systems; HoITOps owns technical operations and integrations.
Oversee & assure the smooth operation and support of the office and modern workplace
systems (AV, smart-locker, building access control, space booking and digital signage
systems). Ensure these systems and associated support and maintenance processes
remain effective in meeting the high standards expected.
• Major incident mgt: Define the processes and governance standards for major incident
response, root cause analysis (RCA), and resolution, ensuring timely coordination,
communication and stakeholder engagement.
• Chairs RCA governance sessions for major incidents/problems; ensures actions and
learnings are tracked. Technical RCA investigation and remediation are led by the Head of
IT Operations.
• Continuous Service Improvement: Monitor service performance, SLAs, and customer
satisfaction, implementing improvements as required. Drive continuous improvement of IT
support processes, policies, and methodologies.
• Collaborate with information security and compliance teams to ensure service delivery
meets regulatory and policy requirements.
• Change Mgt: Owns change management policy, CAB governance and approvals. For
emergency changes, HITSD authorises expedited paths; HITO executes
remediation/rollback; ITSM coordinates comms and records.
• Service Catalogue: Develop and maintain a service catalogue, articulating service
dependencies for upstream/downstream configuration items (CIs); assuring risk
management when delivering changes. The HITSD role owns the catalogue’s structure and
governance, while the ITSM role maintains and updates operational content.
• Communication bridge: Ensure effective and timely communication of service
outages/remediation and planned changes to the wider organisation.
• Service Transition: Ensure the effective transition of all new IT systems and processes
into service.
• IT Service Continuity: Oversee the development and maintenance of IT service
continuity and recovery plans, including regular testing and reporting. Attend annual
business continuity table-top exercises and similar activities, supporting the ITSM to meet
their business continuity remit. ITSM authors & tests plans; HITSD assures and reports to
the CIO & COO.
• Supplier management: Develop and nurture supplier relationships for IT procurement,
service and support delivery, ensuring external services meet agreed service levels.
• SAM: Accountable for effective Software Asset Management (SAM), ensuring sufficient
licence availability, containing costs, and avoiding software cost wastage.
• IT Budgeting (end user compute): Manage the annual IT budget tracking and
forecasting process in relation to end-user IT equipment and core desktop software
licensing, including laptop, mobile phones and M365 licensing (for example).
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Skills and experience:

• Able to demonstrate experience of championing a culture of technical excellence and
proactive problem-solving within the IT Service and Support Teams.
• Able to demonstrate experience of developing and maintaining robust escalation
protocols, ensuring that technical issues are triaged and resolved at the appropriate
level, and that lessons learned are captured for continuous improvement.
• Able to demonstrate experience of ensuring that all stakeholders are kept informed
throughout the incident lifecycle, providing clear, timely updates and guidance.
• Able to demonstrate experience of taking ownership of escalated technical problems,
applying troubleshooting methodologies and leveraging broad technical expertise to
drive resolution.
• Able to lead and coordinate the troubleshooting process for major incidents, working
closely with IT Service Desk, support teams, and technical specialists within the IT
Operations Team to resolve issues efficiently.
• Provide hands-on leadership in diagnosing and resolving high-impact incidents,
ensuring rapid restoration of service and minimising disruption.
• Proven experience in IT service management (ITIL). ITIL practitioner certification or
equivalent experience in IT service management is highly desirable.
• Commitment to continuous improvement, including the development of troubleshooting
protocols and training for service desk and support staff.
• Ability to remain calm and decisive under pressure, prioritising actions to restore
service and support business continuity.
• Experience acting as a key escalation point for technical issues, with the ability to
communicate effectively with both technical and non-technical stakeholders.
• Strong analytical skills and a methodical approach to root cause analysis and problem
resolution.
• First-hand experience / background knowledge of desktop, workplace, and office
systems (including AV, smart-locker, building access control, space booking, and digital
signage systems).
• Proven ability to lead the resolution of time-sensitive and high-impact technical issues,
including those affecting large groups of users.
• Extensive experience in defining and coordinating technical troubleshooting and incident
management processes within a complex, multi-user environment.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Analytical, organised, and proactive approach to problem-solving.
• Commercial awareness and focus on delivering value to the business.
• Commitment to teamwork, collaboration, and continuous improvement.
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