We are recruiting on behalf of our client for a senior leadership role in IT service delivery. As the Global Head of Service Delivery, you will be responsible for overseeing and enhancing the global provision of technical support services, ensuring high-quality customer service and operational excellence. This is a strategic position requiring a seasoned professional with a strong background in IT service management and team leadership.

Company Information

Our client is a leading international firm operating within the  legal and professional services industry. With a global footprint across the Americas, Europe, the Middle East, and Asia, the company is known for its commitment to excellence, diversity, and innovation. You will be joining a  collaborative and high-performing IT team  that values empowerment, continuous improvement, and customer-centric service delivery.

Responsibilities and Duties

As Global Head of Service Delivery, your key responsibilities will include:

• Leading the global IT Helpdesk and support operations teams to ensure optimal performance.
• Driving a culture of continuous improvement and professional development within the support teams.
• Reviewing and refining service-level agreements (SLAs) with key stakeholders.
• Collaborating with business support functions to enhance service offerings.
• Developing and maintaining a customer-facing knowledge base to support self-service.
• Managing escalated customer and vendor issues in line with internal policies and IT compliance standards.
• Producing leadership reports detailing service levels, KPIs, and SLA/OLA alignment.
• Motivating and mentoring Helpdesk and Support Operations professionals to deliver exceptional service.

Qualifications and Skills

To be successful in this role, you should bring:

• Extensive knowledge of IT support and infrastructure operations, including cloud and physical environments.
• Proven experience in IT Service Management within a global enterprise, ideally in legal, professional, or financial services.
• Familiarity with ServiceNow and ITIL frameworks.
• Strong technical expertise in Microsoft Windows, 365, and Azure.
• Experience managing mobile workforces and mobile device security.
• At least 10 years’ experience leading IT teams in a professional services environment.
• Demonstrated success in IT delivery within global or regional enterprise organisations.
• Flexibility to work outside standard hours when required.

Benefits and Perks

Our client offers a competitive package including:

• A leadership role within a globally respected organisation.
• Opportunities for career progression and professional development.
• A collaborative and inclusive work culture.
• Exposure to international operations and cutting-edge technologies.
• Support for continuous learning and innovation.
• Flexible working arrangements where applicable.
• Relocation assistance for eligible candidates.
• Comprehensive health and wellness benefits.