IT Service Delivery Lead

Location: Greater London

## IT Service Delivery Lead Apply locations:
London time type:
Full time posted on:
Posted Todayjob requisition :
JR102071
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* The role:

** We are looking for an IT Service Delivery Lead to join our IT department in London.

At Simmons & Simmons LLP, our staff and clients are at the forefront of everything we do. To continue to build on this foundation and further strengthen our digital workplace transformation program, we are looking for a skilled IT Service Delivery Manager who can deliver exceptional service to our employees and ensure service support and delivery processes are in place to meet business needs.

We are seeking a forward-thinking individual and brilliant collaborator who can proactively identify opportunities for improvement, drive innovation, and work effectively across teams to deliver impactful outcomes.

This role reports to the IT Service Delivery Manager and sits in the Service Operations team, which is globally accountable for the delivery of Infrastructure, IT Operations and Support services across the firm. The successful candidate will act as an ambassador for IT, working across the S&S business to provide effective communication on IT matters and build relationships with stakeholders in the business to ensure effective dialogue between departments.
** What will you do:
**** Service Delivery & Operations
*** Support the day-to-day delivery of IT services across infrastructure, applications, and end-user services.
* Monitor service performance against agreed SLAs and KPIs, identifying and addressing gaps.
* Manage and coordinate escalations, ensuring timely resolution and clear communication.
* Oversee Incident and Request Management processes to ensure effective handling and resolution.
* Ensure ITIL-aligned processes are followed and continuously improved.
* Ensure accurate documentation of processes, procedures, and service performance.
* Work closely with Service Desk, Infrastructure, and Application teams to deliver joined-up services.
** Stakeholder & Relationship Management
*** Build and maintain relationships with key stakeholders across the business.
* Act as a point of contact for service-related queries, issues, and escalations.
* Communicate service performance, issues, and improvements to stakeholders clearly and effectively.
* Support business engagement to ensure IT services align with evolving needs.
** Service Improvement
*** Identify opportunities to improve service performance, stability, and user experience.
* Contribute to and deliver service improvement initiatives.
* Analyse user feedback, incidents, and trends to drive continuous improvement.
* Support automation and efficiency initiatives within service operations.
** What we are looking for:
*** Minimum 2 years of experience in an IT Service Delivery management role.
* Excellent stakeholder engagement and communication skills.
* Ability to prioritise and manage multiple activities in a fast-paced environment.
* Experience of the services sector culture, ideally within professional or financial services.
* A collaborative team player with excellent customer service, communication, networking and relationship building.
* An energetic and proactive approach, identifying and implementing opportunities for service improvement.
* Culturally adaptive with experience of working within a global organisation.
* Ability to work independently and effectively with minimal supervision.
* Comfortable dealing with ambiguity.
* Strong analytical and problem solving skills.
* Degree in Computer Science and/or a business related degree; or equivalent work experience.
* Strong understanding of ITIL best practices and managing across the lifecycle with foundation qualification as a minimum.
* Fluent in English.
* Familiarity with project management frameworks:  (e.g.  Agile, Waterfall etc).
* Experience with ITSM tools (e.g. Service Now).
* Some occasional flexibility required with a willingness to work out of hours, only if required, to support in the delivery of IT service.
* Willingness to undertake occasional international travel, if required, to support business needs.
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* Career Level:

** The career level assigned to this role is level 3. The career level…