Overview
Join to apply for the Service Delivery Manager role at myGwork - LGBTQ+ Business Community.
This job is with Bates Wells, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Why Bates Wells?
We’re an award winning, purpose driven City law firm. We were the first UK law firm to become a B Corp and are the highest scoring global law firm in the B Corp community. Globally recognised as the market leading UK firm for charities and purpose-driven organisations, our commercial teams are also using law as a force for good and driving change from the inside out. Our values are key to our success, and you’ll be able to make a real impact from day one. Come and join the firm who have a standout and authentic commitment to a triple bottom line, where we’ll never prioritise profit over people and planet.
Role
This role heads up the Service Desk team and ensures high quality service delivery to our clients while maintaining our strong team spirit. You’ll use ITIL (ITSM) best practices and help manage incidents, changes, and problems making sure we exceed our service targets. Reporting into the Head of IT, the role also provides strategic and project support relating to Service Desk deliverables.
Key Responsibilities
* Supervision Tasks
* Day to day line management of the IT service desk team including performance and development.
* Monitoring of the ITSM platform ensuring swift resolution of incidents by members of the team.
* Escalation point for analysts and MSP.
* Oversee documentation of IT procedures and SIPs.
* IT asset management (ITAM), Hardware, Software and Cloud.
* Software management; to ensure compliance with licencing and integrity of builds.
* Produce service management reports and SIPs, devise action plans to reduce numbers of calls in accordance with IT strategy.
* Identify user training needs based on service desk incidents and feedback.
* Responsible for the IT consumable budget and orders where required.
* Desktop Support
* Provide support to in-house and remote staff when required.
* Ownership of issues, escalating to internal product specialists or external support where necessary.
* Draft and send well thought-out service desk communications that considers the audience and the message that is being conveyed.
* Own incident, problem and change processes.
* Administration
* Ensure the quality of the service desk operation.
* External support liaison where appropriate.
* Supplier and contract management.
* Ensure IT policies and procedures are being followed.
* Other
* Confidently deliver new joiner IT inductions in an engaging way that ensures the key points are conveyed.
* Drive innovation alongside fellow managers in the IT team.
* Specific tasks may change over time, so we’ll need you to be adaptable and flexible as we continue to meet our clients’ needs.
About You
* 5+ years leading a Service Desk team, ideally in legal or professional services
* Strong understanding of SLAs, FCR, CSAT, and service performance metrics
* Proven track record in service improvement and process change
* ITIL Foundation certified (Intermediate/Expert a plus)
* Skilled in change management, incident reviews, and root cause analysis
* Excellent communicator with strong stakeholder and vendor management skills
* Organised, detail-oriented, and able to manage multiple priorities
* Customer-focused leader who drives continuous improvement
* Flexible to work outside standard hours when needed
Nice to have:
* Experience with cloud, infrastructure, cybersecurity, or standards like ISO27001 / CE+
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Project Management and Information Technology
Industries: Law Practice
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