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About the Role

This multi-faceted role within the IT Service Management team is responsible for the acceptance of new or amended services into an operational support environment. It involves defining and agreeing on the support of central IT services, including documentation, performance standards, and costs, to provide a foundation for Service Level Management. The role also focuses on managing and delivering new or upgraded IT Products and Services into production.

Responsibilities

Manage the successful transition of new or amended operational IT products, projects and/or services into production.
Secure the delivery of the intended outcomes and benefits whilst maintaining BAU/operational stability.
Identify, manage, mitigate and communicate major risks and complex issues associated with the delivery of the change.
Work with teams to support and guide them through a successful project implementation, articulating the ways in which the change will affect users on a day-to-day basic.
Work closely with other IT functions to define and agree the support of central services offered by IT to the Firm, including all roles and responsibilities, documentation and knowledge, performance standards (and related measurements) and costs, thus providing a foundation for Service Level Management.
Maintain an understanding of roles and responsibilities and team structure across the organisation, to ensure that shape, structure and working practices within IT remain effective and consistent globally.
Review appropriate service levels for internal and external service providers and ensure they remain relevant and effective.
Provide expert advice for operational issues with senior business & IT representatives.
Work with global teams to ensure the effectiveness and consistency in use of processes, including establishing suitable process measurements, metrics and relevant interpretation and resulting actions.
Work closely with other London based user-representatives and Business Professionals teams to proactively seek improvements which can be communicated, and demonstrated, to the business.
Ensure that all work is supportive of the (primarily ITIL based) Service Management processes across the organisation.
Provide support and assistance to all parts of the Service Management team, as and when the need arises.
Contribute to the aims and success of the Service Management roadmap and ensure continual improvement of all processes as the IT organisation develops towards a service-based model.
Provide Service Design related feedback for project planning and delivery.
Operate a process of continuous improvement to raise the quality of the ‘user experience’ throughout all elements of IT support.
Take responsibility for protecting and growing the reputation of the IT Department.

Requirements

Qualified to ITIL Foundation.
Qualified to Prince2/MSP Practitioner.
Ideally, qualified to Management of Risk Practitioner.
Strong project management skills, with a proven track record of delivery to time, cost and quality.
Strong relationship skills to enable communication at all levels in both Practice Areas and Business Services.
Strong process management skills to enable the smooth support of finance processes globally.
Strong negotiation and influencing skills.
Ability to analyse complex information to identify support flows.
Proficiency in risk management.
Experience in continuous improvement initiatives to enhance the user experience.
Experience working in high-pressured projects to tight timescales.
Experience of using ServiceNow as a Service Management toolset.
Awareness of local and regional sensitivity issues.
Familiarity with cloud services.
Ability to work collaboratively with diverse teams across different geographical locations.
Strong negotiation skills to manage expectations and resolve conflicts among stakeholders.
Exceptional customer service and working relationships with other technical and non-technical teams.
Ability to work on your own initiative, find issues, and work with teams to resolve them.
Experience working with a large user base, approximately 8,000 users.
Excellent organisation, communication, and presentation skills.
Strong analytical skills to interpret and leverage data to improve service delivery and the customer experience.
Proactive, resilient and comfortable with change.
Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
Excellent verbal and interpersonal communications skills – customer-facing interaction or consulting experience is required.
Makes decisions that solve the immediate problem and prevent it from occurring again.
Prepares for potential problems and contingencies in case things go wrong.
Takes prompt action to resolve problems quickly.
Makes pragmatic and practical decisions about how centrally driven initiatives should be implemented locally.
Uses all relevant sources of information, including the team and other colleagues, to generate solutions.
Uses a range of different influencing techniques.
Takes account of different needs and concerns in order to effectively persuade others.
Communicates effectively with the team through structured meetings and reviews.
Resolves conflict and delivers feedback in an assertive and transparent way.
Takes responsibility for addressing significant client-related issues.
Seeks feedback from others about own performance and seeks ways to improve.
Takes on challenging new tasks in order to develop.
Effectively balances competing client demands.
Shares relevant experience with the team.
Ensures own and others' time is spent on activities that add the most value.
Reviews plans regularly, adapting to current or future setbacks and obstacles.
Recognises and plans for bottle necks and resource challenges in project plans.
Is regarded as a 'trusted advisor' by service owners and other key stakeholders.
Is a valued member of networks outside their immediate team.
Demonstrates credibility and influence with senior clients or stakeholders.
Takes responsibility for growing the reputation of the team.
Demonstrates an understanding of what different departments do and how they work together.
Demonstrates an understanding of the firm's priorities - the factors which impact business performance - and the consequences of this for implementation.
Recognises unspoken constraints within the firm - what is and is not possible in certain situation.
Demonstrates a good understanding of clients' operational and environmental pressures, priorities and objectives.

Skills

ITIL Foundation
Prince2/MSP Practitioner
Management of Risk Practitioner
Project management
Relationship management
Process management
Negotiation
Influencing
Risk management
Continuous improvement
PowerBI
ServiceNow
MS Products
Cloud services
Customer service
Analytical skills
Written communication
Verbal communication
Interpersonal communication
Problem solving
Decision making
Persuasion
Conflict resolution
Feedback delivery
Client issue resolution
Performance improvement
Task development
Time management
Resource management
Stakeholder management
Team collaboration
Strategic thinking

Location

London

Work Type

Hybrid working

Experience Level

Mid-level

Education Level

ITIL Foundation
Prince2/MSP Practitioner
Management of Risk Practitioner

Benefits

Financial benefits
Wellbeing benefits
Lifestyle benefits
Family friendly benefits

About the Company

One of the largest international law firms in the world with over 30 offices globally.
Strives to exceed client expectations by providing high-quality advice and legal insight, combining global standards with in-depth local expertise.
Offers a truly international perspective across jurisdictions, cultures, and languages.
Fosters an inclusive, friendly, and team-based approach to work.
Focuses on targeted growth led by client needs, supporting them with global expertise across key sectors and geographies.
Serves clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations.
Provides a world-class service driven by an entrepreneurial spirit and conscientious approach.
Integrates employees into innovative, diverse, and ambitious teams.
A place where the brightest minds and the best of colleagues meet.

Equal Opportunity

Committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age.
This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.
Has a variety of flourishing employee networks for colleagues to share experiences and advocate for change.
Aims to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in the firm.