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Sydney
Job ID: 1070194 | Ref: 1414048
IT Service Delivery Manager
Exciting opportunity for a Service Delivery Manager to join our National IT team
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Posted on: 20/01/2026
work
Permanent / Full Time
About us:
At Colin Biggers & Paisley, we’re here to make a difference. We are a unique legal practice and we believe in what we do. This applies to the solutions we create for our clients, the contribution we make to our communities and the careers we build for our people.
We are lawyers of choice in the construction, property and insurance industries and maintain a strong presence in the areas of employment and safety, banking and finance, corporate and commercial and litigation and dispute resolution.
Our values of balance, respect, loyalty and integrity underpin everything we do. Our culture focuses on excellence without losing sight of work-life balance. We are committed to supporting the health, safety and wellbeing of our people.
We continually invest in our people, including learning and development opportunities and offer a formal mentoring program. We also offer other benefits such as health and fitness perks, rewards and recognition, complimentary massages and professional memberships.
We don’t just recognise our role as a corporate citizen, we put words into actions. The Colin Biggers & Paisley Foundation brings together our entire community offering and is comprised of three streams - pro bono legal services, volunteering and charitable contributions. To ensure maximum impact, the core strategy of our Foundation is to promote and protect the rights of women and children and Aboriginal and Torres Strait Islander peoples.
About the role:
The Service Delivery Manager (SDM) is responsible for the operation and management of the National CBP Service Desk. This role is responsible for managing the delivery of an effective and efficient Service Desk (including desktop support systems and services). Also critical in this role is managing, mentoring and developing team members.
The SDM will demonstrate strong leadership to promote and drive the delivery of outstanding client service and work closely with the CIO and Digital Transformation manager to deliver projects and streamline service delivery. Managing relationships with internal clients and key vendors is also a pivotal requirement.
Your responsibilities will include:
Our culture focuses on excellence without losing sight of work-life balance. We work hard for our clients but we also make sure we put our people first. Whether it's taking advantage of our discounted gym memberships across Australia, joining one of our all-star sports teams or enjoying a complimentary massage, Colin Biggers & Paisley offers a suite of unique employee benefits.
Our people are given every opportunity for both career progression and personal growth. We continually invest in our people and support and encourage them as they grow within the practice.
Inclusion and Diversity is a priority for us. “Diversity” to us means diversity in gender, age, ethnicity, religion, sexual orientation and ability, and “inclusion” for us means inclusion for all. We are committed to fostering a truly diverse workforce that is inclusive of everyone. Our aim is to be recognised as a leading provider of inclusion and diversity in the legal profession.
We welcome applications from all backgrounds regardless of gender identity, age, sexual orientation, disability or ethnicity.
We look forward to receiving your application.
At Colin Biggers & Paisley, we’re here to make a difference. We are a unique legal practice and we believe in what we do. This applies to the solutions we create for our clients, the contribution we make to our communities and the careers we build for our people.
We are lawyers of choice in the construction, property and insurance industries and maintain a strong presence in the areas of employment and safety, banking and finance, corporate and commercial and litigation and dispute resolution.
Our values of balance, respect, loyalty and integrity underpin everything we do. Our culture focuses on excellence without losing sight of work-life balance. We are committed to supporting the health, safety and wellbeing of our people.
We continually invest in our people, including learning and development opportunities and offer a formal mentoring program. We also offer other benefits such as health and fitness perks, rewards and recognition, complimentary massages and professional memberships.
We don’t just recognise our role as a corporate citizen, we put words into actions. The Colin Biggers & Paisley Foundation brings together our entire community offering and is comprised of three streams - pro bono legal services, volunteering and charitable contributions. To ensure maximum impact, the core strategy of our Foundation is to promote and protect the rights of women and children and Aboriginal and Torres Strait Islander peoples.
About the role:
The Service Delivery Manager (SDM) is responsible for the operation and management of the National CBP Service Desk. This role is responsible for managing the delivery of an effective and efficient Service Desk (including desktop support systems and services). Also critical in this role is managing, mentoring and developing team members.
The SDM will demonstrate strong leadership to promote and drive the delivery of outstanding client service and work closely with the CIO and Digital Transformation manager to deliver projects and streamline service delivery. Managing relationships with internal clients and key vendors is also a pivotal requirement.
Your responsibilities will include:
- Review and assess the current Service Desk function and identify areas for improvement.
- Exercise strong leadership to promote and drive the delivery of outstanding client service.
- Coordinate and support delivery projects, including operating system upgrades, mobile fleet management and other BAU projects.
- Conduct staff performance reviews, including development of internal KPI's for the team.
- Promote a positive team culture and garner support for change.
- Deliver outstanding service to clients.
- Lead by example and display sound judgement under pressure.
- Manage relationships with internal clients and external vendors.
- Co-ordinate out-of-hours coverage.
- Assist with user hardware procurement.
- Provide technical support where appropriate.
- Work to resolve any technical issues with vendors or internal teams as needed.
- Proven 8-10 years' experience in professional services.
- University qualifications (such as an appropriate IT degree) or similar industry experience.
- Experience in service delivery.
- Understanding of Legal technologies, including but not limited to iManage, Microsoft 353 and Windows 11, including SaaS and cloud technologies.
- Experience in supporting a professional services environment.
- Experience running a service delivery team of both service desk and systems teams.
- Exceptional communication skills, including interpersonal and written.
- Experience being part of an operations team, responding to operational incidents and outages.
- Ability to work under pressure, respond promptly and effectively and remain calm.
- Excellent customer service focus, providing a high level of service to internal clients.
- Experience in a Legal environment
- Experience managing teams in different locations
- Relevant industry ITIL certification.
Our culture focuses on excellence without losing sight of work-life balance. We work hard for our clients but we also make sure we put our people first. Whether it's taking advantage of our discounted gym memberships across Australia, joining one of our all-star sports teams or enjoying a complimentary massage, Colin Biggers & Paisley offers a suite of unique employee benefits.
Our people are given every opportunity for both career progression and personal growth. We continually invest in our people and support and encourage them as they grow within the practice.
Inclusion and Diversity is a priority for us. “Diversity” to us means diversity in gender, age, ethnicity, religion, sexual orientation and ability, and “inclusion” for us means inclusion for all. We are committed to fostering a truly diverse workforce that is inclusive of everyone. Our aim is to be recognised as a leading provider of inclusion and diversity in the legal profession.
We welcome applications from all backgrounds regardless of gender identity, age, sexual orientation, disability or ethnicity.
We look forward to receiving your application.