IT Service Delivery Manager

Farrer & Co is synonymous with the highest quality legal advice and service.

We advise individuals, families, businesses, financial services, educational and not-for-profit organisations on every aspect of the law, wherever the need arises. From our offices in London we work with trusted professionals around the world to deliver a seamless international service.

Our clients present us with complex and varied challenges. Whether that's a complicated family trust issue, a multinational corporate transaction, or an emerging threat to their reputation, they need clear thinkers who can advise on the best solutions, fast thinkers when speed is of the essence and agile thinkers who can produce a fresh approach to get the job done. That's why they choose us.

Our clients value our in-depth knowledge, technical excellence and diversity of disciplines. But what really binds our long-standing relationships with them is our approach: pragmatic, plain speaking and always steadfast in our values, which we hold dear. Values which mean we gain our clients' trust, always strive to do the right thing, and aim for the best results for them.

Superb client service sits at the heart of everything we do. We are modern lawyers with timeless values.

As a progressive technology team, Farrers IT have delivered a number of industry firsts. We lead on cloud based systems and mobility, delivering projects and managing systems which allow our staff to work regardless of their location. Technology is key to our business, so proactive and forward thinking IT staff are essential elements in our success.

The Service Delivery Manager’s role is to lead the firms 'Business as Usual' IT Service team. Strong leadership is required to inspire the team into providing an outstanding support service and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a business focused role and requires that you establish and manage expectations within the business and drive the IT Service team to achieve those expectations. The role has direct management responsibility for 11 people (7 Service Desk, 2 Applications Support and 2 IT Trainers) and is an active member of the IT Leadership Team and contributor to strategic IT direction.

The IT Service team's mission is to meet and exceed customer expectations and deliver outstanding support. We contribute to the success of the firm through the provision of timely and consistently high-quality support at every point of customer contact.

Service Management

• Maintain high performing service support functions including IT Service Desk, Applications Support and IT Training teams;
• Owner of the incident, problem and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
• Take ownership of major incidents including communication with relevant stakeholders;
• Ensure comprehensive, quality training sessions and materials are delivered consistently and to meet demand. Training support is provided in respect of IT systems for induction, projects, skills enhancement and ongoing development;
• Build strong relationships with key stakeholders throughout the firm, encourage open and honest communication with them to become a trusted colleague and escalation point;
• Develop and maintain the Service Catalogue;
• Responsible for the delivery of services in accordance with agreed metrics and KPIs;
• Monitor, control and support service delivery, ensuring systems and ITIL methodologies are in place and followed;
• Be accountable for the quality of service and performance, anticipate and respond to capacity demands;
• Drive internal and, if applicable, third party service review meetings covering performance, service improvements, quality and processes;
• Implement a Service Improvement Plan and ensure actions are followed through to completion in a timely manner;
• Drive the customer service programme to ensure the highest levels of customer service are provided to the Firm. Instil an exceptional customer service ethic in all Service Desk staff;
• Deliver an outstanding 24x7 support service using appropriate resources.

Management, Performance and Quality

• Direct line management of the IT Service Desk, Application Support and IT Training teams;
• Oversee the development, implementation and effective use of procedures and policies (e.g. starters, movers and leavers, service standards etc);
• Define, enforce and report upon KPI strategies;
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services;
• Effectively manage IT Service staff including recruitment, mentoring, training, target setting and performance assessment;
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments;
• Attend training seminars, conferences, and trade shows as well as networking with peers in other firms to broaden knowledge of current and future service issues, trends and technologies;
• Ensure regular 1-2-1 meetings take place with all team members and conduct formal appraisal meetings;
• Develop, support and shape the IT Services team members;
• Lead the recruitment of new staff and manage the induction process as appropriate, identifying and arranging training and providing guidance and coaching to new staff.

• Outstanding leadership and people management skills;
• Previous experience of leading and inspiring a team in a busy and demanding environment;
• A passion for Service Improvement;
• Experienced Service Management professional;
• ITIL Qualified (ideally Intermediate or Expert level) with excellent knowledge of implementing ITIL disciplines;
• Excellent written and verbal communication skills;
• Excellent customer service skills;
• Able to work under pressure and meet deadlines;
• Excellent organisational skills;
• Self-motivated and able to take responsibility;
• Able to manage and prioritise tasks and time effectively;
• Proven track record in developing and leading a team in delivering within Service Level Agreements and Service Desk deliverables;
• Experience in a client-facing support role, preferably in a law firm or other professional services firm.

• Our office hours are 09.30 to 17.30 but it is essential that the applicant is committed, flexible and prepared to work beyond the normal office hours when necessary and in response to demand;
• There is a shift system operating in the IT Service Desk team, currently providing on-site cover between 8am and 8pm, Monday-Friday;
• Out of hours and weekend support is provided by members of the IT Service Desk team on a rotational basis;
• Rotation of the shifts amongst the team members is not strict, but sustained cover of the IT Service Desk is essential;
• Overtime at weekends will be required from time-to-time in order to support project work.

Open to talking flexibily. 

Farrer & Co conducts a pre-employment screening which consists of a Criminal History Background and Credit Check for successful candidates.