Arthur Cox LLP is one of Ireland’s leading law firms. We are an “all-island” firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law.
With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.
Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.
Background to the role:
Arthur Cox is at the forefront of technology adoption that drive value within the firm, its client's business, and the wider legal industry. IT operations play a central role, connecting digital capabilities to the firm’s objectives and creating a solid foundation for continued success.
We are seeking to hire an experienced IT Service Delivery Manager to join its IT operations team.
The IT Service Delivery Manager is responsible for ensuring that IT services consistently deliver a high-quality, efficient and customer-focused experience for the firm. The role leads the Continual Service Improvement (CSI) programme, manages key IT Service Management (ITSM) processes, and drives initiatives that enhance service quality, customer satisfaction, operational effectiveness and IT service maturity.
Location: Dublin Ireland
Working model: Hybrid, Permanent
Department: IT
Reports to: Head of IT Operations, Infrastructure and Security
Overview of the role / About the role:
Acting as the voice of the customer within IT, the IT Service Delivery Manager work closely with business stakeholders, IT Champions, operational support teams and third-party service providers to understand service performance, identify opportunities for improvement and ensure technology services continue to evolve to meet the needs of the firm.
The successful candidate will manage key ITIL practices including Incident Management, Major Incident Management, Continual Improvement, Problem Management, Change Enablement and Service Level Management ensuring that service management processes are effective, measurable and consistently applied. While accountable for the governance, effectiveness and improvement of these processes, the role will not own the day-to-day technical resolution of incidents or operational support activities.
The successful candidate will establish a culture of continual improvement across the IT function and the wider firm, leveraging service performance data, user feedback, operational insights and industry best practices to drive measurable improvements in service quality and user experience.
Service Experience and User Satisfaction:
- Act as the voice of the customer within IT to champion the user experience across all IT services.
- Develop and manage service review, customer satisfaction and feedback programmes.
- Develop trusted relationships with business stakeholders and IT Champions to improve communication, service alignment and user satisfaction.
- Drive initiatives that enhance user experience and strengthen engagement between IT and the wider firm.
Continual Service Improvement:
- Manage the firm's Continual Service Improvement (CSI) programme and maintain a prioritised service improvement roadmap aligned to the firm’s business objectives.
- Identify, evaluate and prioritise service improvement opportunities through analysis of service performance data, customer feedback, operational insights, incidents, problems, projects and audits.
- Facilitate regular service improvement workshops with IT teams, firm representatives and suppliers.
- Drive measurable improvements in service quality, efficiency, user satisfaction and operational maturity.
Incident and Problem Management:
- Manage the Incident, Major Incident and Problem Management processes, ensuring service issues are effectively managed, escalated and resolved in line with agreed service levels.
- Oversee the effective operation of the Incident Management process, driving resolution of aged incidents, service escalations, recurring issues and service-level risks.
- Oversee Major Incident response, ensuring effective stakeholder communications, escalation management and service recovery.
- Lead major incident reviews and problem review meetings, ensuring root causes are identified and corrective actions are implemented and delivered to completion.
- Analyse incident and problem trends to improve service stability, reduce recurring issues and minimise business disruption.
Change Enablement:
- Manage the Change Enablement process, ensuring changes are assessed, approved, prioritised and implemented in a controlled and risk-managed manner.
- Coordinate change governance activities, including Change Advisory Board reviews, ensuring appropriate stakeholder engagement, oversight and decision-making.
- Ensure change schedules are effectively planned and communicated, balancing business priorities, operational requirements and service risk.
- Monitor change performance, conduct post-implementation reviews and drive continual improvement to increase change success rates, reduce service disruption and strengthen governance.
Service Level Management and Governance:
- Manage the Service Level Management process, ensuring service levels, KPIs and performance measures align with business requirements and user expectations.
- Monitor and review service performance across internal practice groups/departments and service providers, identifying trends, risks and opportunities for improvement.
- Develop and maintain service reporting, dashboards and performance metrics that provide clear visibility of service performance, customer satisfaction and improvement outcomes.
- Lead service review and governance forums, using service performance data and customer feedback to drive informed decision-making and accountability.
ITSM Platform & Service Enablement:
- Act as a co-owner of the ITSM platform, ensuring it effectively supports the firm's service management objectives and processes.
- Partner with IT teams, platform administrators and suppliers to service management capabilities including automation, self-service, knowledge management and reporting.
- Drive adoption, governance and continual improvement of ITSM processes, workflows and data quality.
- Identify opportunities to leverage platform capabilities to improve service performance, operational efficiency, user experience and service maturity.
Essential:
- Bachelor’s degree in computer science, Information Technology, Engineering, or related field AND
- Minimum five years' experience in IT Service Management, Service Delivery, Continual Service Improvement or IT Operations roles.
- Strong knowledge of ITIL principles and service management best practices.
- Experience leading Incident, Major Incident and Problem Management processes.
- Proven experience delivering Continual Service Improvement initiatives.
- Experience developing service metrics, KPI reporting and performance dashboards.
- Experience with enterprise ITSM platforms.
- Strong stakeholder engagement and facilitation skills.
- Excellent analytical, communication and presentation skills.
- Collaborative leadership style who can work independently or more often as part of a diverse team and group of internal and external stakeholders.
- Strong stakeholder management skills, with the ability to build trusted relationships and manage expectations effectively.
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and business audiences.
- Natural curiosity and commitment to continual learning, with an interest in both the evolving technology landscape and the legal services sector.
Desirable:
- ITIL 4 Managing Professional, Practice Manager or equivalent certification.
- Experience with Enterprise ITSM platforms such as ManageEngine, ServiceNow, Jira.
- Experience working within professional services, legal or regulated environments.
- Experience implementing automation and service optimisation initiatives.
- Knowledge of Microsoft 365, Azure and modern workplace technologies.
- Competitive salary
- Discretionary bonuses
- 25 days annual leave
- Leading hybrid working policy
- Immediate pension scheme
- Wide-ranging opportunities for involvement in internal committees
- Comprehensive health and wellness benefits including full gym and wellness programmes