Our prestigious law firm client based in fantastic offices in Mayfair is currently looking for a Service Delivery Manager to join them on an initial 3-month Fixed Term contract. This role is to cover the current Service Delivery Manager who is going on Paternity leave, this role will have responsibility for the delivery of all production IT services to the firm. Working closely with the Systems and IT Security managers, this person assures a high-quality service to end users. The main responsibilities for this role are owner of the following ITIL 2011 processes, service Catalogue, SLM, Continuity, Supplier, Change, Asset & Configuration, Event, Incident, Request, Access, Problem, responsibility for the management of the Service Desk Team, Training Team and Senior Supplier and Change Analyst, ensures that incidents, requests and problems are handled according to agreed procedures. Works with internal and third party resources to resolution. Runs Major Incidents and ensures that resolved incidents are properly documented and closed. Manages the analysis of incidents causes and informs service owners in order to minimise probability of recurrence, contributing to service improvement. Analyses metrics and reports on performance of incident, request and problem management process, manages the service acceptance criteria, service catalogue and ensures that service level agreements are complete and cost effective. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service, runs Service Improvement Plans and ensures actions are followed through to completion in a timely manner, provides regular and accurate management reporting on IT Service performance, Works with project managers ensuring smooth transition from projects to business as usual, Oversees the firm’s policy for the management of change in live services. Ensures effective control and treatment of risk to the availability, performance, security and compliance of the services impacted. Runs CAB as required. Candidate should have proven experience as a Service Management Professional within a professional services environment, law firm experience would be beneficial.