Service Manager - 12 Months FTC
Clifford Chance · London, England ·
This job is with Clifford Chance, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Job Description The role This is a multi-faceted role within the IT Service Management team.
Working within the Service Design team of the Service Management department, this role is responsible for the acceptance of new or amended services into an operational support environment. This involves working closely with other IT functions, (Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, IT Finance and 3rd parties) to define and agree the support of central services offered by IT to the Firm, including all documentation and knowledge, performance standards (and related measurements) and costs, thus providing a foundation for Service Level Management.
Additionally, this role may require liaising with non-IT teams using the ServiceNow Service Management Tool to advise on tool introduction, best practice and how to improve working efficiency through use of the tool. The role is also focused on managing and delivering new or upgraded IT Products and Services into production to predicted time, quality and cost estimates.
Key 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 (Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, IT Finance and 3rd parties) 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.
Good understanding and appreciation of offshoring and outsourcing models. Provide expert advice for operational issues with senior business