Job Description

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The IT Service & Support team is responsible for supporting and developing the Firm's systems. The systems are Microsoft Windows Server 2016/2019/2022-based, with Windows 11 workstations running Microsoft Office 365 Applications.
We now have an exciting opportunity for an IT Service Delivery Lead to work in our Leeds office on a hybrid basis (2-3 days per week). Some travel to other offices will be necessary.
Responsibilities

• Work closely with other IT departments to understand their technical needs and provide appropriate solutions.
• Monitor service performance against SLAs/OLAs.
• Identify service risks and drive mitigation plans.
• Ensure changes follow ITIL-aligned processes and reduce service risk.
• Act as the primary contact for business stakeholders, translating business needs into IT service requirements.
• Manage the incident management process, ensuring timely resolution and effective communication with stakeholders.
• Lead problem management efforts to identify root causes and implement long-term solutions to prevent recurrence.
• Ensure IT services are available and reliable, implementing measures to minimise downtime.
• Identify opportunities for process improvements and implement changes to enhance service delivery.
• Drive automation and efficiency initiatives, supporting optimisation of support teams and workflows.
• Provide regular reports on service performance, incidents, and changes to the IT Service Desk Manager.
• Ensure IT services comply with relevant regulations, standards, and policies.
• Manage external suppliers' performance, ensuring contractual commitments are met, supporting the procurement and renewal lifecycles.

We would love to hear from you if you have:

• Excellent verbal and written communication skills, with the ability to interact with technical and non-technical stakeholders.
• Extensive experience in IT support or service management, with a strong understanding of IT infrastructure and applications.
• Ability to manage pressure during critical outages
• Strong understanding of ITIL / service management frameworks.
• Experience in managing IT services in alignment with ITIL best practices, including incident management, problem management, change management, and service level management.
• CompTIA Network+, CompTIA Security+, or similar certifications in ITIL are advantageous.
• Commitment to ongoing professional development and staying current with emerging technologies and industry trends.
• A minimum of 5 GCSEs in grades 9 to 5 (A* to C), including English and Maths

What's in it for you?

• Competitive discretionary annual bonus
• Generous pension scheme
• Core benefits for you including private medical cover, life assurance, group income protection, and up to 30 days holiday per year with holiday trading
• A comprehensive range of voluntary benefits to suit you (and your family) including an electric car leasing scheme, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, Sports Allowance - we pay up to 50% of your gym/sports membership (up to 50 pm), travel insurance, paid volunteering, and a broad range of retailer discounts
• For a full list of benefits, please click

Accessibility
We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please click
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