Please click here to apply: http://www.professionalsinlaw.com/job/12371/head-of-support/

Job Details

This role mixes regional and global accountability across a range of activities including, Incident Management; Problem Management; IT Training; Desktop Support and the Global IT Service Centre.

Given the operational nature of these teams it makes the successful candidate a key player in ensuring the services provided to our colleagues is of the highest quality possible. Working with other senior members of the IT team the successful candidate will help both determine the methods in which we want to support our colleagues and ensure our teams deliver. In relation to the latter, the successful candidate is also expected to work closely with the Service Design and Service Delivery teams to ensure that our own, as well as our supplier, services are sufficiently well integrated to provide maximum value for the Firm.

On a day to day basis this role will provide oversight to the different functions, providing a point of escalation both in core business hours and out of hours. The successful candidate will provide guidance on direction and integration with different teams, including working with the Client Services teams to ensure goals and activities are well understood and aligned with the needs of our business.

The successful applicant will be a self-starter and proven manager with a strong operational background, who also has a strong eye for recognising and resolving areas for improvement. Ultimately this person will have a passion for customer service which will set the standard for others to follow.

Key Responsibilities

Key point of escalation for operational issues in London
Delivery of the Global IT Service Centre that provides full time, and part time, support to the majority of offices in our network.
Delivery of 2nd line desktop support and training to our 3000 users in London
Ensure Major Incidents are managed efficiently through to resolution
Drive call volumes down via our Problem Management resources (onshore & offshore).
Provide expert knowledge and expertise on how to introduce IT self-service and chat, as well as other service automation/integration solutions.
Develop, agree and deliver a roadmap for the enhancement of the team
Devise and track against an ongoing plan for the delivery of these solutions
Quickly establish and maintain key relationshiops within IT and the Business
Work with stakeholders both internal to the IT organisation (i.e. Service Management process owners/teams, Client Services, Infrastructure and Application Management) and external (representatives from our business) to ensure that the solutions implemented are fit for purpose and meet business requirements whilst suitably dovetailing with existing processes and procedures.
Develop relevant Key Performance Indicators for the team, including reporting and remedial plans (where required).
Skills and Qualifications

EXPERIENCE

Experience in managing large, operational teams
Experience in managing business critical situations – both sensitive and large in scale
Strong relationship skills and an understanding of different ways of achieving outcomes, with business and IT teams, using both business and IT terminology.
Experience with directing offshore and outsourced support
Strong problem solving and entrepreneurial skills to drive solutions to completion
QUALIFICATIONS

The role holder should ideally be a qualified ITIL Expert
Educated to degree level
Company Summary

Clifford Chance is one of the world’s leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution.

Alongside world-class legal careers, Clifford Chance offers excellent opportunities in the support functions that underpin its business operations. By joining us in business services, you will help us to innovate in the way we deliver our services and enable us to run a successful multinational business that never stands still. Business services are integral to the running of the firm and are critical to its success.

Information for Recruitment Agencies

Clifford Chance endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Clifford Chance operates within a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities

It is the Firm’s policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Firm will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.

The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

The Firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

The Firm is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.

Please click here to apply: http://www.professionalsinlaw.com/job/12371/head-of-support/