Head of IT Service Delivery

If you are seeking to join an organisation at the forefront of growth and transformation, we have an exceptional opportunity for you to become the Head of IT Service Delivery at Osborne Clarke. This role is based in our central Bristol office and reports directly to our International Director of Information Technology Services. Your role will be pivotal in driving innovation, enhancing user experience, and upskilling our IT team to ensure seamless delivery of IT support services across our organisation.
This is a permanent position offering hybrid working.

Why this role is perfect for you:

• Be a Change Maker: Spearhead initiatives to enhance user experience and ensure projects are delivered in line with our business objectives.
• Inspire and Lead: Empower a dedicated team of IT professionals by providing the necessary tools, training, and support for their success.
• Organisation-Wide Impact: Your influence will span the entire organisation, ensuring our IT services enable OC staff to perform optimally and exceed client expectations.

Key Responsibilities

Strategy and Planning

• Develop and execute an IT service delivery strategy that aligns with the firm's objectives, setting goals, defining KPIs, leveraging ITIL, and establishing a comprehensive roadmap.
• Utilise digital tools to enhance the digital user experience in IT services while collaborating with senior management to ensure IT initiatives align with business goals.
• Identify and manage IT risks and oversee the IT service delivery budget, ensuring cost-effective solutions without compromising service quality.
• Implement and manage a target operating model that leverages continuous improvement to enhance the user support experience.
• Build the IT Business Partnering model to engage senior stakeholders and users to ensure that both the business and IT have a platform to engage and collaborate to drive outcomes.
• Ensure that IT training services are aligned with advancements in technology and meet the business's needs through continual review.

Service Delivery Management

• Lead the 24 x 7 x 365 IT Service Desk and the Deskside Support teams, ensuring timely and effective support is given to business colleagues, and implementing best practices to enhance efficiency and user satisfaction.
• Build out and manage an IT support framework that ensures the support functions provide a high level of service and consistently exceed a set of KPIs and SLAs.
• Leverage tools and technology such as ServiceNow and DEX to deliver enhanced IT support services.
• Manage IT Training to equip OC staff with the necessary skills, tailoring training programmes to colleagues and leveraging digital technologies.
• Track IT service incidents and requests against Service Levels, implementing processes to quickly resolve incidents, exceed service levels, and minimise downtime.

Team Leadership

• Lead and mentor IT service delivery teams, fostering a culture of excellence and continuous improvement, and supporting team members in achieving their professional goals.
• Attract, recruit, and retain skilled IT professionals through professional development programmes, performance incentives, and career advancement opportunities.
• Promote exceptional customer service within the team, encouraging members to exceed expectations in delivering IT services for a positive user experience.

Stakeholder Communication:

• Engage with business managers and stakeholders to address service issues and ensure IT services meet expectations, serving as the primary contact for IT service delivery.
• Prepare and present detailed reports on IT service performance, using data-driven insights to demonstrate value and identify areas for improvement.

Continuous Improvement

• Identify and implement opportunities to enhance efficiency, reduce costs, and improve service quality within IT service delivery.
• Stay informed on technological advances and IT service management practices, integrating new tools and methodologies to keep the team at the cutting edge.

Vendor Management

• Evaluate and select vendors and tools that meet firm requirements and provide value for money.
• Maintain strong vendor relationships, conduct performance reviews, and negotiate contracts for favourable terms while ensuring vendors comply with firm standards and expected service levels.

Technology

• Implement and leverage technology to deliver enhanced IT service experiences, such as CTI, Windows 11, Automation, ServiceNow integration, device lifecycle management, digital end-user experience platforms, and digital training platforms.
• Work on projects to ensure that the initiatives are resourced correctly with the relevant skills and capabilities to deliver on time and within budget.

We are looking for someone with

• Strong leadership, mentoring, and team management skills to effectively coordinate and guide the IT service delivery teams to provide exceptional customer service within an ITIL framework.
• Excellent communication skills to interact with team members, stakeholders, and users, ensuring clear and effective information exchange.
• Advanced problem-solving abilities and strong decision-making skills to address and resolve technical issues.
• Effective time management skills to prioritise tasks, manage workload, and meet deadlines.
• The ability to adapt to changing circumstances and new technologies, ensuring the team remains efficient and effective.
• Strong analytical skills to assess and coach team performance, identify areas for improvement, foster professional development, and implement effective solutions.
• Excellent attention to detail to ensure accuracy and quality in service delivery and reporting.
• Flexibility to travel between UK locations.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (Recruitment Manager) on dan.jones@osborneclarke.com.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.