AT HERBERT SMITH FREEHILLS KRAMER, OUR AMBITION IS TO HELP YOU ACHIEVE YOUR GOALS.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why many are incredibly longstanding. And we enjoy breaking new ground, as we have for over 100 years.
We are where you need us to be. We are in the world’s largest markets, key financial centres and major growth hubs. Our international footprint is extensive and committed.
We are at our best tackling complexity and navigating change. We work alongside you on demanding contentious matters, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.
We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, ESG, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world, including technology and digitalisation.
All of this is achieved by supporting the growth of our people, who help us deliver on our ambition - which is to help you achieve yours.
Your goals. Our ambition.

QUALIFICATIONS / SKILLS / EXPERIENCE

• Proven experience in a Service Delivery role with strategic oversight responsibilities.
• Strong background in ITIL frameworks and service management best practices.
• Demonstrated success in developing and implementing strategies for 24/7 service delivery.
• Expertise in setting, monitoring, and reporting on KPIs.
• Experience in vendor management, including contract negotiation and SLA oversight.
• Strong financial acumen with a proven track record in global budget control and optimisation.
• Exceptional communication, stakeholder management, and influencing skills across all organisational levels and regions.
• Deep understanding of ITSM tools and technologies, with experience in automation and AI-driven solutions.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and drive informed decisions.

ENHANCES THE CLIENT EXPERIENCE

• Creates opportunities to enhance the experience of the firm’s clients through their daily tasks
• Behaves consistently with the firm’s values in their interactions with others
• Conducts themselves in a way that reflects positively on the firm’s brand, both inside and outside the firm

SUMMARY OF ROLE

The IT Service Delivery Manager is responsible for leading the direction and performance of the IT Service Desk and broader IT Service Management (ITSM) functions. This role ensures the delivery of high-quality, consistent, and efficient IT support services aligned with business goals and ITIL best practices.