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DGH Recruitment
IT Service ManagerDGH Recruitment • England, GB
IT Service Manager

IT Service Manager

DGH Recruitment • England, GB
30+ days ago
Job type
  • Permanent
  • Temporary
Job description

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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IT Service Manager • England, GB

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