- Company Name
- Alexander Lyons Solutions
- Job Title
- Information Technology Service Delivery Manager
- Job Description
-
Job title: Information Technology Service Delivery Manager
Role Summary: Own and optimize end‑to‑end IT service delivery for the Group’s law firms, leading the Helpdesk, ensuring compliance, security, and customer satisfaction while driving continuous improvement and technology adoption.
Expactations: • 4+ yrs leading IT services in a law firm or highly regulated environment.
• 5+ yrs experience managing Helpdesk/Service Desk functions.
• In‑depth knowledge of Microsoft ecosystem (365, Azure, Entra ID, PIM, Intune).
• Strong compliance background – GDPR, PECR, SRA, Cyber Essentials Plus.
• Excellent communication, stakeholder management, and team mentoring.
• Valid driving licence and willingness to travel to multiple offices.
Key Responsibilities:
- Lead Helpdesk operations: monitor SLAs, analyse incident trends, implement automation and training to reduce repeat issues, and promote user adoption of business apps.
- Develop and maintain IT governance, policies, and regulatory documentation in partnership with the CTO.
- Ensure continuous compliance with GDPR, PECR, SRA, and internal standards; support cyber‑security initiatives (vulnerability management, incident response, user awareness).
- Manage identity and access controls (Entra ID, Conditional Access, MFA, PIM) and device security via Intune, patching, and baselines.
- Oversee vendor relationships, contract oversight, and software licensing processes.
- Contribute to business continuity planning, ensuring system resilience and reliability.
- Mentor and develop the IT team, fostering a collaborative, customer‑focused culture.
Required Skills:
- IT service delivery and Helpdesk leadership.
- Microsoft 365 and Azure administration (Entra ID, PIM, Intune).
- Cyber‑security fundamentals and frameworks (vulnerability management, incident response, Cyber Essentials Plus).
- Regulatory compliance (GDPR, PECR, SRA).
- Strong analytical, problem‑solving, and communication abilities.
- Stakeholder management and team coaching.
Required Education & Certifications:
- Degree or equivalent in Computer Science, Information Technology, or related field preferred.
- Professional IT certifications: Microsoft Certified: Enterprise Administrator Expert (M365), Microsoft Certified: Azure Administrator Associate, and ITIL Foundation or equivalent.
- Ongoing commitment to professional development in security and compliance.