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DACBeachcroft is looking for a Service Delivery Manager to join our IT team based in our centrally located Bristol office, on a permanent, full-time basis.

The Service Delivery Manager is a crucial role within the the firms IT service, whose primary responsibilities include proactive management of our outsourced IT service desk, and maintaining and actioning our IT Continuous Service Improvement tracker, stakeholder management and data analysis. The role is aligned to work with the business leadership teams to manage the relationship and services being delivered to them whilst understanding the business outcomes of the service.

The Service Delivery Manager will need to establish a solid technical understanding of how the firms solutions are implemented and utilised by the firm and use this knowledge to assist the support teams in the effective resolution of issues and propose innovative solutions.

We are a Disability Confident employer and guarantee to interview anyone with a disability, long term health condition or neurodiversity whose application meets the essential criteria for the role. If this applies to you and you feel you meet the minimum criteria for this vacancy as set out in this advert then please contact [email protected] in confidence, quoting the reference number for this vacancy in the subject box of your email, and a member of the Recruitment team will be in touch.

• Guides continuous improvement efforts for the service
• Responsible for the quality and performance of services delivered by IT to a business unit or group within the organisation
• Ensures IT delivers against agreed commitments, maintain high standards and ensure services are cost effective
• Constantly review operational/service performance on the business service; taking the lead in ‘service’ related problems/issues and interfacing with the business and IT teams
• Ensure that Problems and Incidents are managed effectively and that SLA’s are achieved
• Chair service review meetings; areas covered will include performance reports, service improvements, quality and processes
• Provide and maintain a process for risk analysis regarding quality of service, and work with internal and external auditors on related studies
• Maintain the delivery of commercial and contractual value from Third Parties through the oversight of quality and cost management controls
• Proactively identify opportunities to enhance IT services, working with all stakeholders, including business colleagues, vendors and partners, industry peers, etc.
• Monitor the levels of service achieved, ensuring that detailed metrics and records are kept and that, where necessary, appropriate remedial action is initiated and followed through to conclusion
• Identify opportunities arising from the resolution of problems, and resultant root cause analysis
• Communicate and work with business colleagues on initiatives for service improvement. Ensure all parts of the business are engaged and informed of activities to enhance services provided
• Negotiate with peers, specialists, other staff and suppliers in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services
• Drive continual process improvements to achieve business goals and maximise customer service satisfaction

• Excellent Excel knowledge, with experience using pivot tables to analyse data
• Ability to communicate and build relationships with 3rd parties and external stakeholders
• Expert in challenging, convincing, and managing the various stakeholders involved
• Competent in ITIL strategy formulation and service architecture
• Experience of service management in a high-pressure production IT services environment
• Diplomatic and able to remain calm under pressure. Able to manage tense situations to disperse tension, focus on goals and negotiate outcomes
• A pragmatic but thorough approach to and knowledge of processes, methodologies and standards
• Understand the need for discipline and rigour in service reporting, and have strong analytical capability
• Understanding of the business and how IT contributes to the delivery of that service
• Attention to Detail – Proficient in applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
• Interacting with People – Proficient in establishing relationships and maintaining contacts with people from a variety of backgrounds. Effective and sensitive communicator in different societies and cultures
• Ability to translate service specifications into easily understood business concepts and vice versa
• Willingness to accept responsibility and accountability – The Service Delivery Manager will be open to taking responsibility for tasks or situations that require a higher level of control, drive or motivation to overcome obstacles and be comfortable in being seen as the owner of tasks or activities that have specific, time bound and measurable expectations and outcomes

We are a leading international legal business with over 2,500 colleagues and a diverse range of capabilities. We have 11 offices in the UK as well as offices in Dublin, Madrid, Paris, Singapore, Chile, Colombia, Mexico and Miami. We also have associations/alliances with firms in Malaysia, Brazil, Peru, Argentina, Central America, the USA, Australia and Germany.

We are a broad-based commercial firm with a strong heritage in insurance, health and real estate. This is complemented by a fast-growing Business Advisory capability. We represent a wide range of clients, ranging from household names to government departments and NHS bodies. We act for all of the UK’s top-ten insurers, we are market leaders in the provision of strategic, commercial and regulatory advice to providers and commissioners in the health sector, and in real estate we advise all of the UK’s top-12 housebuilders.

We have an impressive legal pedigree, with 142 Chambers UK 2021 practice area and individual lawyer rankings. In Legal 500 UK 2021, the firm received a top tier ranking for 37 of its practice areas, and 58 DACB lawyers were singled out in the ‘Leading Individual' rankings.

Our successes have been recognised by the legal industry and the markets in which we operate. These accolades include two top prizes in the ‘Excellence in Business Development’ and ‘Excellence in Technology & Innovation’ categories of the 2020 Law Society Excellence Awards – the highest accolade for law firms in England & Wales. Our health sector team won the ‘Crisis Management Team of the Year’ award at the 2020 British Legal Awards for its support to the NHS at the onset of the COVID-19 pandemic, and our Cyber & Data Risk team received the ‘Business Development Innovation Award’ at the 2020 Legal Innovation Awards, as well as ‘Cyber Law Firm of the Year’ at the prestigious Insurance Insider Cyber Rankings Awards, for its market-leading suite of digital tools to help our clients prepare for and respond to cyber and data risk crises.

Our vision is to be leading business advisers, recognised for our insight and our outstanding commitment to clients, and for being the place where talented people want to work. For further details on our work and our culture, please visit www.dacbeachcroft.com.

Application Details

At DAC Beachcroft, we don’t just accept your differences we celebrate them. From bespoke solutions for our clients, to treating you like an individual. Our strength comes from your diverse ideas and bringing the whole you to work. So if you’re good at what you do, come as you are. We welcome direct applications and are happy to talk flexible working.

We also want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV. Your application will be dealt with in the strictest of confidence.

Note for Recruitment Agencies – the DAC Beachcroft recruitment team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies and where we require external support we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to any DAC Beachcroft employee without a specific request by the recruitment team will not be accepted and with no introduction fee applicable. Our recruitment team can be contacted at [email protected]