Please click here to apply: http://www.professionalsinlaw.com/job/12365/it-service-manager/

Job Details

The aim of the Service Design team is to set IT’s services and performance standards and to ensure they remain up to date and relevant to the needs of our business community. In addition to defining performance standards, the team is also responsible for ensuring that the IT Operations is arranged (structure, location, roles, team sizes etc.) to deliver a highly effective and cost efficient service to the Firm. Overall, the team’s aim is to ensure:

Excellent IT service and support standards are delivered globally. Ensuring that longer term breaches to the service levels are understood and resolved
Cost effective support is delivered consistently to the Firm, irrespective of its geographic location
The IT function adapts sensibly to emerging technology trends and business demands.
Working within the Service Design team of the Service Management department, specifically 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, (Regional Service Owners, Global Programme Group, Application Management, Infrastructure Services, Client Services, 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.

In addition, this role plays a part in ensuring that the IT operation as a whole works efficiently and effectively and as such it will ensure that organisational shape, structure and working practices within IT Operations remain effective and consistent globally. This could include reviewing and defining policy and process, and team roles and responsibilities.

Key Responsibilities

Work closely with other IT functions, (Regional Service Owners, Global Programme Group, Application Management, Infrastructure Services, Client Services, 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 Operations remain effective and consistent globally
Define and agree 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
Maintain a two-way relationship with the Global Service Delivery Management team (and overseas Service Management RSO and Client Services Directors), reviewing current service provision and service management processes and identifying areas for improvement.
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. Gain buy-in and acting on feedback at all levels.
Work closely with other London based user-representatives and Business Services 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.
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.
Other Management Areas

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 Operations team.
Skills and Qualifications

Qualifications

The role holder should be a qualified to ITIL Manager level with a firm understanding of outsourced vendor management models (quality and cost).
Experience

Experience of interacting with global teams
Experience in project management – in particular with rollout of new processes
Experience within a law or Professional Services firm and involved in process, people and technology projects
Skills

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
Written Communications

Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience.
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/12365/it-service-manager/