Information Technology Service Delivery Lead

The role:

We are looking for an IT Service Delivery Lead to join our IT department in London.

At Simmons & Simmons LLP, our staff and clients are at the forefront of everything we do. To continue to build on this foundation and further strengthen our digital workplace transformation program, we are looking for a skilled IT Service Delivery Lead who can deliver exceptional service to our employees and ensure service support and delivery processes are in place to meet business needs.

We are seeking a forward-thinking individual and brilliant collaborator who can proactively identify opportunities for improvement, drive innovation, and work effectively across teams to deliver impactful outcomes.

This role reports to the IT Service Delivery Manager and sits in the Service Operations team, which is globally accountable for the delivery of Infrastructure, IT Operations and Support services across the firm.

The successful candidate will act as an ambassador for IT, working across the S&S business to provide effective communication on IT matters and build relationships with stakeholders in the business to ensure effective dialogue between departments.

What will you do:

Service Delivery & Operations

• Support the day-to-day delivery of IT services across infrastructure, applications, and end-user services.

• Monitor service performance against agreed SLAs and KPIs, identifying and addressing gaps.

• Manage and coordinate escalations, ensuring timely resolution and clear communication.

• Oversee Incident and Request Management processes to ensure effective handling and resolution.

• Ensure ITIL-aligned processes are followed and continuously improved.

• Ensure accurate documentation of processes, procedures, and service performance.

• Work closely with Service Desk, Infrastructure, and Application teams to deliver joined-up services.

Stakeholder & Relationship Management

• Build and maintain relationships with key stakeholders across the business.

• Act as a point of contact for service-related queries, issues, and escalations.

• Communicate service performance, issues, and improvements to stakeholders clearly and effectively.

• Support business engagement to ensure IT services align with evolving needs.

Service Improvement

• Identify opportunities to improve service performance, stability, and user experience.

• Contribute to and deliver service improvement initiatives.

• Analyse user feedback, incidents, and trends to drive continuous improvement.

• Support automation and efficiency initiatives within service operations.

What we are looking for:

• Minimum 2 years of experience in an IT Service Delivery management role.

• Excellent stakeholder engagement and communication skills.

• Ability to prioritise and manage multiple activities in a fast-paced environment.

• Experience of the services sector culture, ideally within professional or financial services.

• A collaborative team player with excellent customer service, communication, networking and relationship building.

• An energetic and proactive approach, identifying and implementing opportunities for service improvement.

• Culturally adaptive with experience of working within a global organisation.

• Ability to work independently and effectively with minimal supervision.

• Comfortable dealing with ambiguity.

• Strong analytical and problem solving skills.

• Degree in Computer Science and/or a business related degree; or equivalent work experience.

• Strong understanding of ITIL best practices and managing across the lifecycle with foundation qualification as a minimum.

• Fluent in English.

• Familiarity with project management frameworks:  (e.g.  Agile, Waterfall etc).

• Experience with ITSM tools (e.g. ServiceNow).

• Some occasional flexibility required with a willingness to work out of hours, only if required, to support in the delivery of IT service.

• Willingness to undertake occasional international travel, if required, to support business needs.

Career Level:

The career level assigned to this role is level 3. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Here at Simmons & Simmons:

At Simmons, we are proud of our collaborative, open and non-hierarchical culture, where everyone is treated with respect and dignity and the wellbeing of our people is paramount. Our dynamic minds work as one integrated team, partnering with leading organisations on inspirational and thought-provoking projects that matter. From day one, irrespective of job title, qualification or background, everyone’s voice is heard, and you are encouraged to have an enquiring mind and share ideas that drive the firm forward. Through innovative learning and development opportunities, you will have a platform to excel, exceed your career ambitions, and achieve things you never thought possible.

Some key information: 

• We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.

• Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).

• We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.

• We are proud to rank as a Times Top 50 Employer for Gender Equality, a Stonewall Top Global Employer, and a Top 75 Employer for Social Mobility.

• We have a range of social and sports committees, summer and winter parties and monthly get togethers.

• We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.

• All UK offices have their own artwork collections – including Damien Hirst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up-and-coming artists.

• We have recently introduced a Strategic Advisory Council which is a mix of associates and business services who will propose strategic initiatives that align with our firm's mission and support the delivery of our business plan, shaping the future of our next-generation law firm.

• Our in-house generative AI tool, Percy, won the ‘Innovation in Automation and AI Tools’ category at the 2024 FT Innovative Lawyers Europe Awards. This achievement highlights our commitment to technological innovation and client service.

• We have been commended in The Times Best Law Firms 2026 across three categories: construction, employment, and intellectual property. Our profile is highly positive, highlighting our sector specialisms and notable case and transactional work.

Equal opportunities:

We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to: 

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families. 

• Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require. 

• Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs. 

• We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.

We encourage you to apply even if you don't meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you’re interested in finding out more about this position, please contact the Recruitment Team. To apply for the role, click on the link at the top of the page or visit our careers page for more details.