IT Service Manager - Permanent - London/Hybrid
A fantastic opportunity has arisen for a IT Service Manager to join our 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
IT Service Manager - Permanent - London/Hybrid