IT Service Manager

Job Titles:
IT, Telecomms and Communications
£55,000 to £80,000 per annum
Extensive: Medical, Dental, Pension, Gym, Bonus, Much more
Contract Type:



Working with the Global ISS Service Manager in the day to day relationship with the firm’s local user base ensuring effective communication of key changes to the production environment

Influencing the ISS organisation in the effective management of demand and prioritisation of resources and services on behalf of the lawyers in the offices and region

Effective and efficient supplier and resource management for local support managed and outsourced services 

Helping the Senior ISS Management team with the implementation of the Global ISS Business Plan

Key responsibilities and challenges


Implement and adhere to the key principles of business engagement with direct and virtual teams to provide world class relationship management through best practice (e.g. stakeholder maps, proactive engagement plans)

The ITSM will work closely with the Engagement Team and customer to understand requirements needs so that they:

Proactively provide ideas to customers to help derive greater business benefit from the use of existing and new technologies

Provide an initial assessment on the viability and scale of specific customer requirements

Bring the requirement into the Pipeline process while remaining the key point of contact for the customer

Analyse and identify opportunities where ISS can contribute to the firm’s goals and those of regional and local offices, maximise new opportunities and improve efficiencies or reduce costs for the lawyers

Work with key stakeholders to ensure that all products, processes and service offerings are aligned with local needs and legislative requirements and, where not, drive the requirements as required. Additionally facilitating between the users and ISS agreeing dates and times for key user impacting changes

Be a trusted advisor for the key stakeholders and the ITSM team

Produce a monthly heat map of the service provided in the UK

Help to ensure new projects and processes are designed with service in mind by active participation in the ISS project process. Specifically, provide guidance on priority and implementation timing for a user perspective

The successful candidate will have financial responsibilities

Service Management
Understand the users’ service requirements and expectations and help drive ISS to not only meet, but exceed these wherever possible. Additionally supporting the operational excellence programme in its drive for continuous service improvement

Create and monitor performance metrics to ensure we deliver against user expectations and where not take appropriate actions

Provide the timely data for the ITSM service monthly scorecard

Form an integral part of the change process, being the voice of the customer

Act as the point of escalation for IT incidents, complaints and queries for lawyers and Business Services

Represent your customers at the Service Delivery Service Forum and within ISS to ensure continuous improvement of services and service levels

Vendor Management

On-going management of external suppliers locally reporting to global sponsor on a regular basis via structured reporting


Understand and ensure the local teams are aligned and supporting the firm’s strategies. Influence these as appropriate with the knowledge gained by ongoing engagement

Help to proactively develop policies and best practice guidelines and ensure their adherence


Responsible for high quality, consistent clear and regular communications

Promote the services and the products of the ISS department, including where required, demonstrations and presentation of roadmaps.

Within ISS, continually seek to improve and maintain global awareness, understanding of the customer and the commercial environment that they now operate within Produce value add communication which informs the firm’s users of best practice, issues and, when required, projects in a timely and informative way

Skills/ Experience/ Qualifications Required

  • Personable & Engaging
  • Excellent Communicator
  • Strong leader who can motivate Direct & Indirect staff/teams
  • Demonstrate high level of business awareness and commercial acumen
  • Collaborative skills
  • Good analytical and creativity skills.
  • Ability to identify and resolve problems
  • Practical and pragmatic approach.
  • Ability to work at all levels of the organisation

Practical experience

  • Substantial experience working within a global organisation
  • Proven negotiation skills
  • Proven budgetary and financial management skills
  • Proven skillset in delivering customer service
  • Extensive experience in team management
  • Experience of industry best practice
  • Proven stakeholder management
  • Substantial IT Support experience

Commercial Skills

  • Must have experience of working in a service-orientated organisation.
  • Strong business awareness and commercial acumen
  • Maintain a broad awareness of current and future technology plans and possibilities