Service Delivery Manager

Term: Permanent
Working hours: Full-time (09:00 - 17:30)
Reports to: IT Partner
Team: IT
Location: London
The firm

Winckworth Sherwood is an exciting, diverse and growing business. Joining our team will see you work with some of the UK’s most interesting clients.

In the last year alone we have:

  • Worked on corporate transactions valued at over £3 billion
  • Advised our developer and social housing clients on over £1.6 billion of residential sales and over £1 billion of refinancings
  • Advised on HS2 which will see the development of over 330 miles of railway network with an expected £59 billion benefit to the wider economy
  • As if that wasn’t enough, we are also involved in the transformation of Battersea Power Station and act for the majority of London’s major Housing Associations who together own assets of over £17.3 billion.

However it’s not all about big numbers and high-profile projects; the real success of our business comes from the ability of our teams to provide fantastic service and create long-lasting relationships.

 

The role

The IT Service Delivery Team will be a new team formed as a result of the re-alignment of team functions within the IT Department combining the Service Desk and Training teams into a single IT Client Service orientated team. The team will be key to IT operations and will contribute to the success of the firm by providing responsive and consistent high standard service desk, application support and training.

The Head of the ITSD team will be a new senior role within the IT department. You will be responsible for identifying areas for improvement, supporting and implementing change as we navigate multiple projects in the coming months and years ahead. With the implementation of a new PMS in 2021 and various other projects underway, this role is an exciting opportunity for someone who would like to utilise their strong leadership skills and technical experience to help deliver business change and inspire and motivate the team into providing excellent IT training and support.
The firm’s partners and staff are the team’s clients, and as such, this is a business and client-focused/customer-facing role requiring the establishment of IT support and training requirements across the firm and the management of WS internal client expectations. Reporting to the IT Partner, the IT Service Delivery Manager is responsible for the delivery of IT services across the firm, ensuring Service Support and Service Delivery processes are in place, fit for purpose,measured and managed effectively.
This is a developing role and the job description is not exhaustive and may vary in line with changes in the IT team’s objectives and firm policy.

Team Management

• Direct line management of both the IT Service Desk and IT Training teams

• Promoting positive team morale and excellent performance within the service desk and training teams

• Identifying areas for improvement and helping all team members reach their full potential through training, mentoring or target setting

• Ensure synergy between service desk and IT training functions in order to provide high performing service delivery across IT Service Desk, Applications Support and IT Training functions

• Do regular 1-2-1 meetings with all team members and conduct formal annual appraisal meetings

• Develop a Service Delivery Improvement Plan for the team and ensure actions are followed through to completion in a timely manner

• Work with the IT Training Manager and ensure comprehensive, quality training sessions and materials are delivered consistently, and that training support is provided in respect of IT systems for induction, projects, skills enhancement and ongoing development

• Working closely with the IT Training Manager on root cause analysis in order to identify problem areas and trends as well as identifying opportunities for user or team education or technical solution implementation

• Escalating major issues where necessary to the Infrastructure Team or Head of IT as appropriate

• Be accountable for the quality of service delivery and performance, anticipating and responding to capacity demands

Key Stakeholder Management

• Take ownership of major IT incidents including timely communication with relevant stakeholders

• Build strong relationships with key stakeholders throughout the firm and become a trusted escalation point through regular and proactive open and honest communication

• Liaise with HR where necessary (e.g. new starters, leavers, trainee moves) and ensure the smooth transition between IT kit provisioning and readiness, to training and follow-up

• Become an ambassador for IT, working across the business to provide effective communication on IT matters, issues and build relationships with other teams to ensure effective dialogue between departments (eg facilities, finance, marketing as well as legal teams)

• Define service delivery KPIs for internal IT strategy meetings and for proactive HOD communication and reporting, ensuring KPIs are appropriate and aimed at identifying actionable change

• Run internal user forums to ensure that a constructive dialogue is maintained with the user base of the firm, concentrating on improving the customer experience and identifying areas for improvement

• Work with the Head of IT, Programme Manager and IT Training Manager on running internal user education forums e.g. our IT User Conference, promoting new systems, projects, what’s coming, security awareness, etc.

Other

• Attend user conferences and other relevant legal tech seminars to broaden knowledge of current and future service issues, trends and technologies

• Identify and review technology solutions that will provide additional methods of problem resolution

• Report, follow-up, feed back and engage with 3rd party/WS system providers to learn from and/or provide quick problem resolution to application issues -e.g. 3E, Netdocuments, Intapp, etc.

The team

The WS IT Team is a busy and dynamic team constantly on the go with numerous digital transformation projects underway every year. The team is responsible for implementing IT operational processes, policies and procedures in order to provide a secure and reliable environment whilst delivering responsive, effective and timely IT support service. Over the years we have taken a “cloud-first” approach to delivering systems as well as infrastructure that enables partners and staff to work in an agile manner. This means our lawyers and support staff can work and respond to clients’ needs wherever they are - in the office, at home or on the move.
Technology is a key enabler to the firm’s success and a continuous improvement ethos and collaborative approach to solutions is essential within the IT function.

Candidate specification

Experienced Service Management Professional, accustomed to multi-office/remote support environments

• Experienced in a client-facing support role, preferably in a law firm or other professional services or regulated industry, leading and inspiring a team in a busy and demanding environment

• ITIL Qualified (Intermediate or Expert) with excellent knowledge of implementing fundamental ITIL disciplines

• Proven track record of developing and delivering Service Desk deliverables

• Outstanding leadership and people management skills with a passion for Service Improvement

• Excellent communicator and presenter, with the ability to convey technical information to non-technical staff

• Adaptable to changing requirements, technologies, and products

• Able to work under pressure and meet deadlines

• Self-motivated and able to take responsibility as well as prioritise tasks and time effectively Other Work Aspects

• Normal office hours may vary from team to team – but is usually 9.00am to 5.30pm

• All IT members are on 8.5 hrs and the IT shift starts at 7.30am and ends at 6.30 pm

• Out of office hours and weekend support is covered on rota by various members of the team (not only ITSD team members) which starts at 6.30pm to 10pm and 9pm to 4pm on weekends although some people voluntarily respond to requests beyond this time

• Overtime at weekends will be required from time-to-time in order to support project work.

• 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