Service Manager

Legal or professional services experience required

We're working with a global law firm in London who are seeking a Service Manager to take ownership of IT service delivery for their business.

This is a pivotal role responsible for ensuring the smooth and efficient running of IT services across the business, acting as the key point of contact for service performance, vendor management, and continuous improvement.

You'll be the ServiceNow owner, responsible for maintaining and developing the platform to ensure it supports ITIL best practices and drives service efficiency. The role will also manage one fixed-term contract team member and oversee the firm's managed service provider (MSP) relationships.

£80,000 per annum (Flex on this)

3 days onsite in Liverpool Street

Key Responsibilities

• Act as the Service Owner for IT Service Management, ensuring services are delivered in line with agreed SLAs and business expectations.
• Take ownership of ServiceNow, ensuring it is optimised, accurate, and embedded across IT processes (Incident, Problem, Change, Request, and CMDB).
• Oversee day-to-day Incident, Problem, and Major Incident Management, coordinating response and communication to stakeholders and ensuring root cause analysis and follow-up actions.
• Manage one FTC Service Analyst, providing direction, mentoring, and workload prioritisation.
• Lead vendor and MSP management, ensuring third-party partners deliver against contractual obligations, service levels, and quality standards.
• Act as a key liaison between IT, business stakeholders, and external suppliers to ensure clear communication and service alignment.
• Maintain and mature ITIL processes, driving continual improvement in service performance, efficiency, and user experience.
• Produce regular service performance reports, trend analysis, and metrics for leadership review.

Skills & Experience

• Proven experience in Service Management within a professional services, legal, or corporate environment.
• Strong hands-on experience with ServiceNow - ideally as a platform owner or process lead.
• Deep understanding of ITIL v3/v4 frameworks and their practical application in a live environment.
• Demonstrable experience in vendor management, including oversight of Managed Service Providers (MSPs).
• Solid background in Incident, Problem, and Major Incident Management, with strong coordination and communication skills.

Desirable

• ITIL certification (Foundation or higher).

Please get in touch if you are keen!