Senior Service Delivery Manager - Service Delivery Team, Team Management Our leading law firm client are looking to recruit a Senior Service Delivery Manager (Service Delivery Team, Team Management) on a permanent basis to lead the Service Delivery team responsible for managing and enhancing the firm's technical support, audio visual (AV) support, technical training, print, and records services. This role ensures the seamless operation of these services, supporting the firm’s strategic goals and operational efficiency. Reporting to the IT Director, the right Senior Service Delivery Manager will oversee the service delivery project portfolio, manage vendor relationships, and ensure alignment with the firm's overarching technology and business strategies. Using a robust and pragmatic approach, the Senior Service Delivery Manager will balance innovation with best practices, ensuring that services meet business needs and enhance productivity. The role includes continuous improvement initiatives, integrations, and training programs to maintain optimal performance and user satisfaction. Key Responsibilities for this Senior Service Delivery Manager (Service Delivery Team, Team Management) opportunity: Strategic and Leading Develop and implement the firmwide service delivery strategy, aligning with the firm's long-term goals. Drive continuous improvement initiatives to enhance service efficiency, quality, and user satisfaction. Monitor and analyse performance metrics to identify areas for improvement and innovation. Develop and manage team and project budgets, demonstrating financial literacy and insight into the firm's financial performance. Ensure all services adhere to appropriate standards and frameworks. Maintain insight into industry trends and advancements to inform strategy and recommend improvements. Ability to add consistency in the services, using the same technology (ServiceNow) to deliver the service. Communication Communicate in a clear and persuasive manner; articulate the service delivery strategy and provide clear direction to the team. Regularly report on service performance, risks, and compliance to the Director of Central Technology and relevant stakeholders. Build and maintain strong relationships with internal clients, acting as a trusted advisor and understanding their service needs. Foster strong collaborative relationships with internal stakeholders to align service delivery with business needs. People Management Lead the teams under the service delivery banner to achieve excellence, motivating and mentoring colleagues for professional growth. Develop team members by distributing work fairly and providing opportunities for development, ensuring succession planning. Implement effective training programs to enhance technical skills and knowledge within the team. Promote a collaborative and supportive team environment, encouraging knowledge sharing and continuous improvement. Ensure progression paths are embedded into teams to ensure talent retention. Manage any under performance in a robust and timely manner, in line with HR best practice. Personal Specification - Experience, Knowledge & Skills Proven expertise in leading service delivery functions within a professional services environment. Experience with managing any technical support, AV support, technical training, print, and records services. Strong strategic thinking and planning capabilities. Leadership experience, with the ability to build, mentor, and lead a high-performance team. Excellent communication skills, with the ability to present ideas clearly and persuasively. Strong relationship management skills, with the ability to engage and influence stakeholders at all levels. Proven ability to develop and grow team members, fostering a culture of continuous improvement. Strong collaboration skills, with the ability to build trust and cooperate effectively with colleagues. Demonstrated problem-solving skills with a focus on pragmatic solutions. Strong analytical skills with the ability to understand complex service requirements. Creativity and critical thinking to challenge the status quo and drive improvements. Professional integrity, with a strong focus on compliance and confidentiality. Resilience and composure under pressure, with the ability to adapt to changing priorities.