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Area IT
Location London

The Firm

Capsticks is a leading provider of legal services to the health, social care, housing and emergency services sectors, as well as in the field of professional discipline. The firm has a turnover of c£47m and around 550 staff - including 400 fee earners - across 5 offices nationally. We act for a wide range of long standing clients in both the public and private sector, including all forms of NHS organisations, governmental and regulatory bodies, registered providers, insurers, police, fire and rescue services, independent health and social care providers, charities and GP practices.

Further details about the firm and the type of work carried out can be found on our website at www.capsticks.com.

The Role

As the Service Delivery Manager (SDM) in the Operations team within IT, you will be responsible and accountable for the team, principles and procedures that enable the IT Division to deliver excellent service across the firm.

Reporting to the Head of IT operations and working closely with the IT Director and Head of IT Solutions, the SDM is responsible for identifying areas for improvement, implementing change and supporting the service transition of a vast range of project work.

The Information Technology department is currently delivering a significant project portfolio on the back of unprecedented investment in technology for the firm. This role is an exciting opportunity for someone who would like to utilise their skills and experience to help deliver real business change.

The main duties of the role include:

  • Managing the service delivery team within the IT division, ensuring great team morale and performance, identifying areas for improvement and helping all team members reach their full potential;
  • Develop and improve the division’s ITIL principles, concepts and practices using your experience to implement practical ITIL based processes that will benefit the entire IT division and wider firm;
  • Conduct and run user forums to ensure that a constructive dialogue is maintained with the user base of the firm, concentrating on improving the customer experience and identifying areas for improvement or innovation;
  • Identifying and implementing new technology solutions to provide additional methods of call resolution;
  • Working closely with the IT trainer on problem management and root cause analysis, identifying trends and opportunities for user education or technical solution implementation;
  • Run major incident teams when necessary, including chairing MI response teams and managing communications, working closely with the Head of IT Operations to improve MI response;
  • Monitoring and reporting of service delivery performance, ensuring KPIs are appropriate and aimed at identifying actionable change within the IT division;
  • Service transition - ensuring that the project managers and project teams transition all projects to the service delivery teams with appropriate information and support to ensure great service;
  • Project management and reporting - management of projects within the service delivery team if a project manager has not been assigned, coordinating resources with project managers to add service delivery resource onto project teams where necessary;
  • High level support – support the Service Delivery team by helping to troubleshoot complex incidents, either through direct experience or facilitating other teams’ involvement;
  • Ensuring all IT processes and procedures are succinctly documented and maintained regularly, ensuring compliance with the processes across the division;

Skills Set

  • Demonstrable significant experience in defining, implementing and improving processes and procedures within an established IT division. Ideally with a qualification in a recognised service management model, such as ITIL v4 to back up your extensive industry experience.
  • Experience of managing a team of technology professionals, ideally an individual with high level technical experience, the credibility and gravitas to be able to mentor service delivery analysts. Ability to manage the technical or management career paths of ambitious individuals, with the ability to direct resource and set objectives appropriate to the wider team objectives;
  • Ability to be flexible in the technology or methodology used deliver great service depending on the requirements and timescales;
  • Commercial awareness and inquisitiveness that allows you to understand the challenges faced by the firm and its clients, developing suitable processes and procedures to match the firm’s ambitions.
  • Experience in audit scenarios, particularly ISO27001 and other security audits;
  • Has an innovation/inquisitive mind-set, with the willingness to experiment and explore new ways of delivering technology solutions and an ability to apply knowledge to new situations and environments

Capsticks is an equal opportunities employer

Capsticks is committed to providing equal opportunities for all and to encouraging diversity through recruitment. Applications are welcome from all sections of the community and decisions to progress will be made with reference to entirely objective criteria only.

Capsticks is an agile firm and is open to conversations about flexible working.

In 2020 Capsticks achieved a 1 star accreditation from Best Companies, the specialists whose recognition programme is the standard for workplace engagement. The Best Companies accreditation is really important to Capsticks as it focuses on the trust and value we place in our people, their wellbeing and their careers.

Additional Documents
Job Specification
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