IT Customer Service Manager

Type: Full Time Time: Permanent Location: Glasgow Department: Information Technology The Role As the IT Customer Service Manager (UK, Europe & MEA), you will lead a team of Local Support Technicians and managed service providers, ensuring the delivery of high-quality IT support across the region. You will oversee ticket management, service performance, stakeholder and vendor relationships, and continuous service improvement initiatives. Working closely with IT leadership, you will drive operational excellence, develop team capability, and ensure a consistent, customer-focused service that supports the firm's strategic goals. Essential Skills & Experience Leadership & People Management

• Proven experience leading, developing and retaining high-performing customer service teams.
• Strong coaching, mentoring and performance management skills.
• Ability to motivate, inspire and develop team members through clear objectives and ongoing support.
• Experience creating and maintaining a positive, collaborative and customer-focused team culture. Service Delivery & Operational Management
• Experience managing service desk operations, ticket handling processes and escalation procedures.
• Ability to monitor, analyse and improve service performance through KPIs and trend analysis.
• Experience managing escalated issues and driving effective resolutions.
• Strong understanding of customer service best practices, service processes and continuous improvement methodologies. Stakeholder & Vendor Management
• Strong relationship management skills with the ability to build credibility across all levels of the organisation.
• Experience managing third-party vendors and holding suppliers accountable against agreed service levels.
• Ability to effectively manage customer expectations while balancing operational priorities and business requirements.
• Experience working with stakeholders across multiple regions and global teams. Technical & Professional Capability
• Proven analytical and problem-solving skills.
• Experience with ticket management systems, service desk technologies and call centre platforms.
• Ability to research technical issues and communicate solutions in a business-friendly manner.
• Excellent written, verbal and interpersonal communication skills.
• Ability to remain composed under pressure and effectively manage conflict resolution.
• Degree in Computer Science or a related discipline is preferred.
• Experience within a law firm or professional services environment would be advantageous. What sets this role apart
• Lead customer service delivery across a large and diverse UK, Europe and MEA region, influencing the end-user experience at a global level.
• Play a key role in shaping IT service strategy, team development and continuous improvement initiatives.
• Work collaboratively with senior IT leaders, business stakeholders and external technology partners to drive operational excellence and customer satisfaction. What's in it for you
• Modern, flexible working – A minimum of 2 days each week required from the office, 3 days from home.
• Join an award-winning global firm – Clyde & Co is ranked Band 1 in multiple practice areas by Chambers and Legal 500 and was recently named Insurance Law Firm of the Year (Best Lawyers Germany 2025).
• Career progression and development – Structured learning and development programs, secondment opportunities and internal mobility across global offices.
• Inclusive, supportive culture – Named GCC Law Firm of the Year and Pro Bono Firm of the Year, reflecting a commitment to community, DE&I, and purpose-driven work.
• Perks like life assurance from day one, season ticket loans and lifestyle discounts, an annual Wellbeing Day each year, 24/7 Employee Assistance Programme and more. Please note: eligibility for benefits may vary based on location and length of service. Full details will be confirmed upon joining. The Firm Our Commitment A Note on Privacy Please take a moment to read our privacy notice. This describes what personal information Clyde & Co (we) may hold about you, what it's used for, how it's obtained, your rights and how to contact us as a data subject. If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice. This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.