Senior Legal IT Recruitment Consultant (Delivering high calibre IT talent to leading law firms on permanent and interim bases) - IT Service Manager
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.
Key Responsibilities
- 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
Key Experience Required
- 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
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Legal Services and Law Practice
Location
London, England, United Kingdom
Salary
£80,000.00‑£90,000.00
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