IT Service Delivery Lead
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Position Overview & Specifications
IT Service Delivery Lead - International Law Firm - London, City - 62-65k + Excellent Benefits
Hybrid 3 office 2 home possible.
Open Plan offices - Rooftop Garden , Cafe area ...
Reporting to the Head of Technology, this role manages a small team of 1st and 2nd line Service Desk Analysts and 1 Senior Service Desk Analyst. The role holder will lead the team, ensuring that Service across the department is delivering to the needs of the Firm and aligned with ITIL methodology.
The Service Delivery Lead will take the lead in ensuring good working relationships within the broader Technology team (Applications, Infrastructure and Training).
The role will be responsible for some vendor relationships, asset management and support (hands-on).
RESPONSIBILITIES
Manage the User Support team using the Service Management tool set and provides accurate reporting on performance.
Coaching and mentoring the team to ensure that personal development, service standards and are being consistently applied.
Direct, motivate, delegate, and empower staff in the successful performance of their tasks and responsibilities while encouraging innovation
Actively identify problems and look to address these with the respective team
Carry out all relevant technical support and maintenance activities as required by Change Management, Incident Management, Problem Management, and Service Request Management processes.
Take accountability for service delivery performance, meeting customer expectations
Attend and actively participate in all daily stand-up and team meetings
CAPABILITIES
Proven people management and stakeholder management skills.
Be highly organised with a can-do mentality and proactive attitude
Have an in-depth knowledge of Desktop Operating Systems and Microsoft Office.
Ability to show empathy to users and staff whilst ensuring quality service is being provided and not accepting status quo for no justifiable reason
Be professional and diligent in approach and attitude
Be prepared to cover the help desk support rota-shift patterns between 8 am and 6 pm as well as weekend work (if required at all)
SKILLS AND TECHNICAL REQUIREMENTS
Experience working in a service desk environment.
Troubleshooting and problem-solving skills
Experience supporting Microsoft Office
High levels of customer engagement and communication
Prior experience working in a legal, professional services or partnership environment
Experience supporting satellite offices
Remote Working and Access Technologies Conex Europe Ltd is acting as an Employment Agency in relation to this vacancy
Additional Information
Location: City of London
Industry: IT
Salary: £62000 - £65000 per annum + + Excellent Benefits
Position Type: Permanent
Ref: IT Srv Delivery Lead
Contact Information
Andy Evenden
01708 716880
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for IT Service Delivery Lead roles across Conex Europe's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £62,000 - £65,000 bracket, including retirement vesting and health parity.
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