Weightmans’ IT team plays a pivotal role in the firm’s innovation strategy, enabling digital transformation across departments.
The Head of IT Service & Service Delivery will ensure the timely, efficient, and high-quality delivery of IT BAU services to colleagues and stakeholders.
The role involves leadership of service desk colleagues, service SLAs and OKRs and ITIL-aligned service management processes (Incident, problem, request, change, transition etc).
This position is part of the IT Senior Management Team (SMT), which includes the IT Director, Head of Service and Service Delivery, Head of Development, Head of Hybrid Platforms, Head of Modern Workplace, and Head of Strategic Planning and Governance. Each member is accountable for the strategy and roadmap within their respective domains, as well as managing resources, tools, budgets, frameworks, methodologies, and delivery in alignment with the overall collaborative IT strategy. The role holder should demonstrate confidence in designing and executing their strategic roadmap, in addition to cultivating and leading a high-performing team.

Key Duties and Responsibilities:

• Service Delivery Management: Ensure the timely, efficient, and high-quality delivery of services to colleagues and stakeholders. Oversee end-to-end service delivery processes; monitor performance against key performance indicators (KPIs) and service level agreements (SLAs).
• Service Management: Own the end-to-end delivery, maturity and continuous improvement of ITIL-aligned service management processes, ensuring best practice adoption including Incident, Problem, Request, Release, Transition, Change, and Asset Management.
• Colleague Focus: Build strong relationships with colleagues and stakeholders, acting as the primary escalation point for complex service issues. Gather feedback, resolve complaints, and ensure the voice of the customer informs all service initiatives.
• Transition into BAU: Ensure that technologies are transitioned from project into support and that all aspects of the service are in place and effective.
• Incident Management: Responsible for the oversight and management of all any major Incidents to ensure their prompt resolution and work with the respective business areas to ensure accurate and timely information is shared with senior stakeholders and colleagues.
• Strategic Leadership: Own, develop and execute a strategy and roadmap for your area of responsibility.
• This list is not intended to be exhaustive, and you will have other duties and responsibilities that fall within the remit of this role.
• Team Management: Lead, inspire, and mentor teams. Set clear goals, provide regular feedback, foster professional growth, and create a collaborative and empowered working environment.
• Reporting & Analytics: Develop and present regular reports on service performance, trends, risks, and achievements to senior leadership and stakeholders. Use data to inform decision-making and strategic direction.
• Process Management: Develop and maintain clear documentation, knowledge base, structured processes, and transparent metrics to underpin operational excellence and regulatory compliance.
• Project Management Framework: Ensure IT projects and programs run to time, budget, scope and deliver the expected benefits whilst also being able to move at speed.
• Stakeholder Engagement: Collaborate with legal professionals, IT peers, operational/business services teams and external vendors to deliver projects and services meeting business and compliance requirements.
• Continuous Improvement: Champion the organisation’s drive for operational excellence. Employ quality management methodologies (such as Lean, Six Sigma, ITIL) to streamline processes, reduce costs, and enhance service value.
• Collaborative working: Collaborate closely with other IT teams to ensure stability, performance and security of all IT solutions.
• Facilitate Success: Foster collaboration, outcome driven and high performing teams across IT through the celebration of successes and rapid intervention when needed.
• Risk & Compliance: Ensure all systems and processes meet relevant legal, regulatory, and data security standards.

This list is not intended to be exhaustive, and you will have other duties and responsibilities that fall within the remit of this role.