IT Service Delivery Manager

Arthur Cox LLP is one of Ireland’s leading law firms. We are an “all-island” firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law. With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors. Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way. Background to the role: Arthur Cox is at the forefront of technology adoption that drive value within the firm, its client's business, and the wider legal industry. IT operations play a central role, connecting digital capabilities to the firm’s objectives and creating a solid foundation for continued success. We are seeking to hire an experienced IT Service Delivery Manager to join its IT operations team. The IT Service Delivery Manager is responsible for ensuring that IT services consistently deliver a high-quality, efficient and customer-focused experience for the firm. The role leads the Continual Service Improvement (CSI) programme, manages key IT Service Management (ITSM) processes, and drives initiatives that enhance service quality, customer satisfaction, operational effectiveness and IT service maturity. Location: Dublin Ireland Working model: Hybrid, Permanent Department: IT Reports to: Head of IT Operations, Infrastructure and Security Overview of the role / About the role: Acting as the voice of the customer within IT, the IT Service Delivery Manager work closely with business stakeholders, IT Champions, operational support teams and third-party service providers to understand service performance, identify opportunities for improvement and ensure technology services continue to evolve to meet the needs of the firm. The successful candidate will manage key ITIL practices including Incident Management, Major Incident Management, Continual Improvement, Problem Management, Change Enablement and Service Level Management ensuring that service management processes are effective, measurable and consistently applied. While accountable for the governance, effectiveness and improvement of these processes, the role will not own the day-to-day technical resolution of incidents or operational support activities. The successful candidate will establish a culture of continual improvement across the IT function and the wider firm, leveraging service performance data, user feedback, operational insights and industry best practices to drive measurable improvements in service quality and user experience. Service Experience and User…