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.
