Company: DGH Recruitment

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Job Description:

IT Service Manager – Permanent – London/Hybrid

A fantastic opportunity has arisen for an IT Service Manager to join a London based law global firm on a permanent basis.

Own the end-to-end delivery and lifecycle of IT services, ensuring alignment with business strategy
Lead continual service improvement initiatives and represent ITSM in strategic forums
Drive and oversee Incident, Problem, and Major Incident Management processes
Coordinate and lead Major Incident resolution, reviews, and risk mitigation
Manage the Change Management process, including CAB participation and policy reviews
Oversee Capacity & Event Management including patching compliance and monitoring
Deliver service reporting and governance, including KPI reviews and COO performance updates
Engage stakeholders to drive service improvement and vendor accountability
Line manage a small ITSM team, fostering growth and collaboration
Own and administer the ServiceNow platform (global admin), managing upgrades and enhancements
Maintain and improve ITSM documentation, policies, and joiner/mover/leaver processes

Strong background in IT Service Management with deep understanding of ITSM tools and frameworks
ITIL qualified (v3 or v4) with practical application of core service management disciplines
Experience in leading Incident, Problem, and Change Management processes
Hands‑on ServiceNow platform experience including ITSM module administration
Proven ability to manage vendor relationships and ensure accountability
Skilled in creating service documentation and delivering training to stakeholders
Experience in legal or professional services (desirable)
Strong organisational, leadership, and stakeholder management skills

Mid‑Senior level

Full‑time

Information Technology

Legal Services and Law Practice

London, England, United Kingdom

£80,000.00‑£90,000.00

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Posted: November 9th, 2025