Job Description

ABOUT REDDIE & GROSE LLP

Reddie & Grose LLP is an internationally renowned firm of European and United Kingdom patent, trade mark and design attorneys.


Our experienced team of over 100 IP professionals based in London, Cambridge, Munich and The Hague includes specialists in a wide range of technical disciplines. We offer services for a wide range of industries, with particular strengths in electronics and software, mechanical engineering, chemistry, pharmaceuticals and biotechnology. Our trade mark team provides specialist advice on branding and trade mark work; we also have a specialist team handling plant variety protection.





We handle the full range of IP rights for a global client base ranging from SMEs starting to consider IP through to large corporations with rights in over 100 countries. Our services range from investigating competing rights, handling oppositions, drafting and filing applications, and maintaining portfolios. We resolve disputes about IP, working closely with other leading legal firms if it becomes necessary to resort to the courts.


We understand work-life challenges and are sensitive to how work can impact your personal life. We respect this and will always encourage a good work-life balance. Our workplace is one where fairness, respect, equality and dignity are promoted and are part of the firm's everyday goals and behaviour. There is a welcoming culture where we recognise that the different backgrounds, values, attitudes, skills and experience of our staff means they bring a unique perspective to work issues.

TRAINING AT REDDIE & GROSE

Reddie & Grose has an excellent reputation for training and we pride ourselves on the training we provide across all areas of the firm.

OUR VALUES

At Reddie & Grose LLP, our commitment to fostering an inclusive and diverse environment is anchored in our core values. These values were established through the collective contributions and insights of everyone at our firm.

BE OPEN

We want trust to be at the core of our firm and we believe clarity and transparency in our decisions and actions are key to building it.

BELONG TOGETHER

We actively foster a friendly working culture where we create opportunities for people to connect, collaborate and belong. Our commitment to diversity, equity and inclusivity drives us to continually improve our culture, ensuring that everyone feels heard and welcomed.

EXCELLING FOR CLIENTS

We are a team who excel at meeting our clients' needs, proudly offering bespoke and high-quality services. Driven by continuous improvement and an unrelenting commitment to quality, we prioritise opportunities for our clients.

LEADING THE WAY

We empower our people to lead the way, nurturing a culture of curiosity and a relentless pursuit of knowledge and continuous learning.

EQUALITY, DIVERSITY, INCLUSION & BELONGING

Reddie & Grose LLP is an equal opportunities employer. It is essential that equality of opportunity and the absence of unfair discrimination be at the core of all the firm's policies and activities. We value diversity and ensure that all employment decisions are based on merit, competence, and potential. Every individual's uniqueness enhances our collective strength. We are members of IP Inclusive and have been actively involved in Women in IP, IP & ME, IP Out and IP Ability.

STAFF BENEFITS

27 days annual leave plus all bank and public holidays Remote home working (40% office / 60% working from home) Discretionary Christmas bonus Family Friendly Policies Private Pension Scheme (with optional salary sacrifice) Semi-annual meetings with a Pensions Advisor Group Life Assurance (3 x salary) Cycle to work scheme (salary sacrifice scheme) Eye care vouchers Employee Assistance Programme Employee Benefits Platform Paid charity leave day Active social events calendar Interest free season ticket loans Private medical scheme Access to cycle store and shower facilities Positive culture for work-life balance Daily delivery of fresh fruit

JOB TITLE:

IT Service Delivery Manage

REPORTS TO:

IS Director

HOURS:

Normal hours are 9:30-5:30; however, some flexibility may be required depending on business needs.

ISSUED:

July 2025

JOB SUMMARY

Based in our London office, the highly motivated and experienced IT Service Delivery Manager will ensure the efficient and effective delivery of IT services within an organisation, acting as a bridge between the IT department and the business units. They are responsible for aligning technology solutions with business objectives and meeting end-user needs.





The IT Service Delivery Manager will work closely with senior leadership to ensure that IT service delivery is aligned with both short-term business objectives and long-term organisational goals, contributing to the firms' strategic direction.





The ideal candidate will ensure IT services align with business requirements, are delivered promptly, and comply with established service level agreements (SLAs). This role is crucial in managing service performance, promoting continuous improvement and sustaining strong client relationships. A key part of this role is effective people management--motivating, supporting, and developing the IT team to achieve high performance and deliver excellent service. This role requires strong leadership and passion for service excellence.

KEY RESPONSIBILITIES

GENERAL DUTIES INCLUDE, BUT ARE NOT LIMITED TO:

Service Management and Delivery

Managing the day-to-day operations of IT services, ensuring they are delivered smoothly and meet agreed-upon standards. Leading and coordinating IT service delivery projects, ensuring they are delivered on time, within budget, and to the required quality. Maintaining clear and effective communication with all stakeholders regarding service status, performance, and any potential issues Allocating and managing resources, such as personnel, budget, and technology, to support service delivery Tracking key performance indicators (KPIs) and service levels Monitoring IT service performance and implementing corrective measures for any deviations Overseeing the resolution of complaints and issues relating to IT services
Resolving service disruptions and implementing preventative measures to minimize future issues.

Client and Stakeholder Engagement

Building and maintaining strong relationships with various stakeholders, including clients, internal teams, and vendors Work proactively with suppliers to address any service gaps, ensuring effective delivery Collaborate closely with managers across the business and partners to meet business priorities, conduct regular service reviews, and implement improvement actions

Team Leadership

Lead daily operations of the IT Support teams setting clear team goals and priorities aligned with IT strategy. Set clear expectations for performance, conduct regular one-on-ones, development discussions, and feedback sessions with the team. Address underperformance with coaching and implement performance action plans when required Foster a collaborative and inclusive team environment by promoting, knowledge-sharing sessions, and cross-team cooperation , and collective problem-solving. Identify training needs and coordinate training or certification programs e.g. ITIL, MOS Support the professional development and career growth of your team members through regular mentorship and guidance. Plan for succession and create a talent pipeline. Work closely with the IS Director to ensure IT services are aligned with the firm's long-term strategic goals and business objectives.

Continuous Improvement

Proactively identify opportunities for service improvements and collaborate with stakeholders to implement them Promote the adoption of technology and process improvements across the business Develop and manage formal Service Improvement Plans based on performance gaps, audit findings, or stakeholder feedback Encourage team members to suggest improvements through retrospectives, brainstorming sessions, or idea boards Identify and evaluate tools or technologies that could enhance service quality or reduce costs

Compliance and Governance

Ensure all IT systems and activities comply with data protection, privacy, and cybersecurity standards, contributing to a secure and accountable digital environment Maintain compliance of all IT services with legal, regulatory, and corporate policy requirements Review and audit service performance to maintain SLA compliance and identify improvement opportunities

Additional Responsibilities (cover/support as needed):

To undertake health and safety duties appropriate within the post. Be ready to work flexibly to cover duties outside of normal working hours to ensure continuous IT service delivery for the firm.

SKILLS, KNOWLEDGE AND EXPERIENCE

Essential

Desirable

Strong technical background with well-rounded IT knowledge and experience across Office 365, Active Directory, Intune



Relevant Degree



Proven track record of delivering service improvements and managing IT service delivery in a growing business unit, including financial management



Familiarity with cybersecurity, compliance, and data privacy frameworks



Ability to analyse issues, identify root causes, and implement effective solutions



Project management certification (PMP, PRINCE2, Agile/Scrum)



Proven track record of delivering service improvements and managing IT service delivery in a growing business unit, including financial management



IP/law firm experience



Proven project management capabilities: Ability to plan, organise, and execute IT Service Delivery projects effectively.



Experience with a Document Management System, preferably iManage



Experience implementing new systems company wide



Demonstrated ability to create and implement performance management frameworks that foster accountability and growth



Demonstrated experience leading and managing IT service teams, including performance management, conflict resolution, and team motivation.



Skilled in conflict resolution and de-escalating tensions, ensuring team harmony and a productive work environment.



Experience of coaching and providing constructive feedback to staff to enhance both individual and team performance.



Ability to create a positive and inclusive team culture, ensuring that team members feel supported and engaged.

CORE COMPETENCIES IN ALIGNMENT WITH OUR VALUES

Be Open:

Demonstrate open and honest communication Excellent communication and interpersonal skills Conflict resolution and negotiation skills

Belong Together:

Strong leadership and team management skills Foster an atmosphere of collaborative working

Excelling for clients:

Excellent stakeholder and vendor management engagement skills Highly service-oriented, with the ability to build strong, partnership-based relationships Adaptability in fast changing environments Highly organised and detail-oriented

Leading the way:

Operational Excellence Analytical thinking and problem solving ability Proactive mindset with a commitment to continuous improvement and change implementation

Please note that, unfortunately, we are unable to offer visa sponsorship for this role

STATEMENT

This job description is issued as a guideline to assist you in your duties, it is not exhaustive and we would be pleased to discuss any constructive comments you may have. Because of the evolving nature and changing demands of our business, this job description may be subject to change and does not form part of the contract of employment. You may, on occasions, be required to undertake additional or other duties within the context of this job description, and according to the needs of the firm



Closing Date
05/09/2025


Location
London


Department
IT


Job Title
IT Service Delivery Manager


Salary
Competitive


Experience
We are seeking a dynamic and experienced IT Service Delivery Manager to lead the delivery of high-quality IT services across our firm. This role requires strong leadership and passion for service excellence.


City
London


Country
United Kingdom