Introduction
Lead White-Glove IT Service Delivery in a Global Law Firm
Our client, a prestigious global law firm based in Sandton, is seeking an experienced IT Customer Services Manager to lead and elevate the firm’s IT customer experience across its Johannesburg, Cape Town, and Durban offices.
This is a senior leadership role responsible for delivering a white-glove, concierge-level IT service to partners, fee earners, and business services staff within a fast-paced, high-performance legal environment.
Technology is business-critical in a law firm. Any friction directly impacts client service, productivity, billing, and reputation. The successful candidate will therefore combine strong IT service management capability, leadership expertise, technical credibility, and exceptional stakeholder engagement skills to ensure seamless service delivery across the business.
Aligned to ITIL 4 best practice, this role is responsible for driving service excellence across Incident Management, Problem Management, Service Request Management, Knowledge Management, and Continual Improvement. Reports To: Head of IT Service Delivery
Duties & Responsibilities
Key Responsibilities
Service Desk Leadership & White-Glove Service Delivery
- Lead, mentor, and performance-manage a geographically dispersed team of 8 IT Customer Services professionals across Johannesburg, Cape Town, and Durban
- Champion a concierge-level service culture, ensuring every user interaction reflects premium service standards
- Establish and maintain service delivery standards aligned with a top-tier legal environment
- Ensure consistent, professional, and responsive IT support across:
- Face-to-face support
- Telephone support
- Email support
- Remote support
- Self-service channels
- Conduct proactive stakeholder engagement, floor walks, and VIP check-ins
- Personally manage escalations involving senior stakeholders, partners, and high-impact incidents
ITIL 4 Service Management Leadership
Own and mature key ITIL 4 service management practices, including:
Incident Management
- Ensure rapid incident triage, categorisation, prioritisation, and resolution within SLA targets
Service Request Management
- Streamline service request fulfilment to create a frictionless user experience
Problem Management
- Identify recurring issues, conduct root cause analysis, and implement permanent fixes
Knowledge Management
- Build and maintain a comprehensive knowledge base including:
- Technical solutions
- User guides
- Workarounds
- Training materials
Continual Improvement
- Drive a culture of service excellence and continuous improvement using measurable, data-driven insights
- Develop and maintain the IT Service Catalogue in collaboration with the Service Delivery Manager
- Ensure adherence to service management frameworks and SLA governance
Reporting, Analytics & Service Improvement
- Produce service performance reporting including:
- First-contact resolution rates
- SLA performance
- Customer satisfaction (CSAT) metrics
- Incident volumes and trend analysis
- Conduct root cause analysis on service failures and recurring incidents
- Maintain and drive a formal Continual Service Improvement (CSI) register
- Benchmark service delivery performance against ITIL best practice and industry standards
ITSM Platform Administration
- Own day-to-day administration and optimisation of ManageEngine ServiceDesk Plus
- Ensure accurate ticket categorisation, assignment, and lifecycle management
- Optimise workflows, automation, SLA configurations, and dashboards
- Drive self-service portal adoption to enhance user experience
Asset Management & Stock Control
- Maintain a complete and accurate IT asset register across all offices
- Manage hardware and software lifecycle processes
- Conduct regular asset audits and stock reconciliations
- Oversee procurement requests and secure equipment disposal
Vendor & SLA Management
- Manage vendor relationships and monitor performance against agreed SLAs
- Oversee:
- Boardroom technology services
- Managed print services
- Ensure meeting room technology and business-critical services remain operational and partner-ready
Communication, Training & User Enablement
- Develop and deliver user training on firm systems and technologies
- Produce professional:
- User guides
- Quick reference materials
- E-learning content
- Knowledge articles
- Communicate IT initiatives, system changes, and service updates effectively
- Act as an ambassador for the IT function across the business
People Leadership & Development
- Recruit, onboard, and develop high-performing IT customer services talent
- Conduct performance appraisals and implement development plans
- Foster a culture of accountability, collaboration, and service excellence
- Manage standby rosters and after-hours support requirements
Desired Experience & Qualification
Minimum Requirements
Qualifications
- National Diploma or Degree in Information Technology, Computer Science, or related field
- ITIL 4 Foundation Certification (Essential)
Experience
- 8–10 years’ experience in:
- IT Service Management
- IT Customer Services
- Service Delivery environments
- 3–5 years’ leadership experience managing geographically dispersed teams
- Proven experience administering ITSM platforms such as:
- ManageEngine
- ServiceNow
- Similar platforms
- Strong understanding of ITIL practices, including:
- Incident Management
- Problem Management
- Service Request Management
- Knowledge Management
- Experience managing:
- Vendor relationships
- Service Level Agreements (SLAs)
Preferred Experience & Certifications
- ITIL 4 Managing Professional or advanced ITIL certification
- Leadership or Management qualification
- HDI Support Centre Manager Certification (advantageous)
- Experience within:
- Legal Services (strongly preferred)
- Professional Services
- Financial Services
- Strong experience with ManageEngine ServiceDesk Plus
Key Competencies
We are looking for someone who is
- Customer-centric with a passion for delivering premium service
- A confident people leader with strong coaching capability
- Calm and decisive under pressure
- Commercially aware and stakeholder-focused
- Highly organised, analytical, and detail-oriented
- Technically credible and solutions-driven
- Proactive, innovative, and focused on continuous improvement
- Comfortable operating in a high-pressure professional services environment
Working Conditions
- National travel to Cape Town and Durban offices
- Participation in after-hours emergency support, including weekends and public holidays
- Fast-paced, high-performance legal environment
Package & Remuneration
Market Related
Interested?
Why Join This Opportunity?
- Join a respected global law firm
- Lead a highly visible and business-critical IT function
- Opportunity to shape and enhance IT service excellence
- Exposure to sophisticated enterprise technologies and senior stakeholders
- Work in a professional, collaborative, and high-performance environment
Interested?
Apply online
Brought to you by AGC Legal Recruitment
