IT Service Delivery Lead

IT Service Delivery LeadLondon | Hybrid WorkingHelp shape the future of IT service delivery within a leading international law firm.

If you're someone who enjoys improving services, building relationships and driving meaningful change, this could be exactly the opportunity you've been looking for.

We're recruiting on behalf of a leading international law firm with a global presence and an ambitious technology roadmap. As the business continues to invest in digital transformation, AI and modern service operations, we're looking for an IT Service Delivery Lead to play a key role in shaping the future of IT across the organisation.

This is a role with genuine influence. You'll work closely with the IT Service Delivery Manager, partner with senior stakeholders across the business and help deliver exceptional IT services for more than 2,800 users worldwide.

Why join?

This isn't just about keeping services running.

You'll help improve how technology supports the business by identifying smarter ways of working, driving automation and delivering continuous service improvements. Around 70% of your role will focus on operational service delivery, while 30% will be dedicated to transformation, innovation and enhancing the user experience.

You'll join a collaborative Service Operations team where new ideas are encouraged and you'll have the autonomy to make a real impact.

What you'll be doing

Lead day-to-day IT service delivery across infrastructure, applications and end-user services. Monitor SLAs and KPIs to ensure consistently high service standards. Manage service escalations and major incidents through to resolution. Build trusted relationships with senior stakeholders and business leaders. Drive continuous service improvement initiatives. Support automation and AI-enabled service enhancements.

Champion ITIL best practice across Service Operations. Work closely with Service Desk, Infrastructure and Applications teams to deliver seamless IT services.

What we're looking for

• You'll have experience in an IT Service Delivery, Service Management or IT Operations role, along with:
• Strong ITIL knowledge (Foundation minimum). Excellent stakeholder management and communication skills.
• Experience using ServiceNow or another enterprise ITSM platform.
• A proactive, solutions-focused mindset.
• Experience working within legal, financial services or another professional services environment would be highly desirable.
• Why apply?
• Alongside a competitive salary and benefits package, you'll enjoy:
• Hybrid working.
• Genuine ownership and autonomy.
• Exposure to senior decision-makers.
• Investment in learning and career development.
• The opportunity to help shape AI and automation initiatives.
• A collaborative, supportive culture where your ideas will make a difference.
• If you're ready to take the next step in your Service Delivery career, we'd love to hear from you.