IT Service Business Partner

The IT Service Business Partner plays a pivotal role in aligning IT service delivery with the strategic and operational needs of our firm. This role is not only responsible for managing the day-to-day operations of the IT Service Desk but also for acting as a trusted liaison between IT and the business. The IT Service Business Partner ensures that technology services are responsive, reliable, and tailored to support business requirements.

This position is instrumental in driving service quality, fostering a culture of continuous improvement, and ensuring that IT support contributes to the overall efficiency and effectiveness of the legal teams. The role requires a proactive approach to stakeholder engagement and a commitment to delivering high standards of communication and service. With a hybrid working model of four days in the office, the IT Service Business Partner is well-positioned to maintain close collaboration with colleagues while also supporting flexible work practices.

Role responsibility

1. Service Desk Team Management

• Lead and Develop the Team: Manage a team of five Service Desk Analysts, providing day-to-day leadership, coaching, and support to ensure a high-performing, motivated, and customer-focused team.
• Performance Monitoring: Track and report on service desk performance using KPIs and SLAs. Identify areas for improvement and implement strategies to enhance service delivery and colleague satisfaction.
• Service Culture: Foster a proactive, service-oriented culture that prioritises first-time resolution, professionalism, and responsiveness.
• Tool and Platform Oversight: Administer and monitor the firm’s ITSM platform (Halo), ensuring accurate ticket categorisation, timely resolution, and meaningful reporting. Use data insights to identify trends, recurring issues, and opportunities for automation or process improvement.
• Knowledge Management: Ensure the team maintains up-to-date documentation, FAQs, and self-service resources to empower colleagues and reduce support demand.

2. Business Engagement

• Stakeholder Relationship Management: Act as the primary IT contact for legal departments, building strong, trusted relationships with partners, associates, and business support teams.
• Needs Analysis: Engage with legal teams to understand their workflows, challenges, and technology needs. Translate these into actionable IT service improvements or initiatives.
• Service Reviews: Organise and lead regular service review meetings with key stakeholders to discuss performance, gather feedback, and agree on improvement actions.
• Legal Technology Alignment: Ensure IT services and support are tailored to the legal environment, including familiarity with platforms such as iManage, Elite 3E, and time recording tools.
• Compliance and Confidentiality: Collaborate with legal operations and compliance teams to ensure IT services support regulatory, confidentiality, and data protection requirements.

3. Communication and Change Support

• Service Communications: Manage clear, and timely communication around service incidents, planned maintenance, and system changes.
• Change Management: Support the rollout of new technologies and upgrades by coordinating user communications, training, and feedback collection.
• User Advocacy: Represent the voice of the user within IT, ensuring that service design and delivery reflect the needs and expectations of legal professionals.

About you

Ideally you will be able to demonstrate:

• Proven experience in IT service management or business relationship management, ideally within a legal or professional services environment.
• Strong leadership skills with experience managing a small to mid-sized support team.
• Excellent communication and stakeholder engagement abilities.
• Familiarity with legal technology platforms and the unique demands of legal professionals.
• Working knowledge of ITIL framework and service management tools.
• ITIL Foundation certification (or higher) is desirable.
• Understanding of legal compliance, confidentiality, and data protection standards.

Please note that we are not accepting applications via agencies for this role at this time. Before sharing any named candidate CVs, please contact your recruitment representative. If any named CVs are sent from agencies without approval from our recruitment team, they will not be deemed valid introductions, and no agency fee will be paid.