Service Delivery Manager

About the Role:

Murgitroyd is a legal professional services organisation which is head-quartered in the United Kingdom, with operations across Europe, North America, and Central America. The role of the IT Service Delivery Manager is to lead and oversee the delivery of effective IT support and service to the organisation globally, ensuring that any requests for technology goods, services and support, are responded to and facilitated in a timely and effective manner, and that any service related issues and incidents that may occur, are captured, investigated, and resolved with the same efficacy.

Responsibilities:

• Oversee the day-to-day delivery of IT support and service to the organisation; ensuring that all requests and incidents are handled and fulfilled effectively and efficiently, and in-line with all applicable Service Level Agreements (“SLA’s”) and Key Performance Indicators (“KPI’s”).
• Oversee the delivery of changes within our technology landscape; by owning and chairing our Change Approval Board (“CAB”) process, all changes to our technology services and systems will be duly planned, communicated, and enacted, with the impact to the business at the forefront of our consideration in every instance.
• Work closely with other members of the technology function to develop, review, and improve operational support processes, as required; through continuous improvement you will support the IT leadership team in ensuring that the Technology function is a trusted and reliable partner to the organisation.
• Oversee the effective management of technology assets throughout their full lifecycle; ensuring that all hardware and software in use at any given time, is recorded and maintained accurately in the configuration management database (“CMDB”) of assets, and their status, is well-maintained at all times.
• Support the development and implementation of appropriate policies, processes, controls, and standards within the technology function; you will assume the ownership of all user guides, knowledge articles, and standard operating procedures (“SOP’s”), ensuring accuracy and relevance at all times.
• Develop and maintain close and effective working relationships with third-party suppliers and strategic partners, ensuring the delivery of services in-line with agreed performance levels.
• Lead, support, and develop a team of Technical Support Analysts, ensuring that their capabilities, performance, and conduct are in full alignment with the expected behaviours, needs, demands and expectations of the function and wider organisation.

Person Specification:

• Proven experience of working in a service focused role within a technology function, and with a track record of delivering first-class service and successful outcomes.
• A “Customer First” mindset.
• Ability to think strategically and plan for the medium and long term as well as day to day.
• Excellent communication skills.
• Excellent planning and prioritisation skills.
• Proven track record of problem solving.
• Experience of working a mid-large, geographically and time-zone dispersed environment. 
• Strong ability to self-manage, lead and develop others, co-ordinate and communicate with business stakeholders and deliver outcomes in a fast paced, semi-structured environment.  
• A pragmatic approach to change.

Benefits:

• An equal, diverse and inclusive environment with a collaborative culture, which allows for development and growth
• Annual salary review
• 28 days annual leave per annum plus 5 days bank holiday per annum
• Hybrid working environment to ensure a work/life balance
• Employer pension match contribution up to 5% (employees can contribute more than 5% if they wish to)
• Life assurance (three times basic salary)
• Private healthcare
• Ride2Work Programme
• Employee engagement initiatives
• Employee led above and beyond awards
• Length of service gifts
• Career development and study support
• Opportunities to be involved in ESG activities (environment, charities, community engagement and ED&I)
• Company wide and team social events
• A great place to work with a one team culture
   

If you are interested in applying, you are invited to send a covering letter, together with a detailed curriculum vitae, describing any qualifications, expertise and relevant experience to our HR Team on [email protected], or contact us for further information about the role.