Service Delivery Manager responsible for improving services of the GSSC and end to end quality of support across all applications.

Job Details

Reporting to the Global Service Delivery Manager, the Service Delivery Manager (Applications) is primarily responsible for successful delivery of outsourced Application Support Services, ensuring that the offshored or outsourced Application Support function performs to appropriate and agreed service levels.
The Service Delivery Manager (Applications) will be responsible for measuring and managing the end-to-end performance of Clifford Chance’s overseas Application Support function against agreed Operational Level Agreements, drawing out chronic issues and working with service (and infrastructure) owners to reduce and resolve them. This will be undertaken through regular Remedy-based reporting and will seek to identify potential areas of improvement in the overall service provision, including call reduction and overall speed to resolve issues.
A key element of the role is to maintain a strong relationship with on shore service owners and the associated management team.
The role will also ensure that the remote Application Support function as a whole works within the broader Service Management processes, contributing to service and process improvements on a periodic basis (or as the need arises).
This role will provide the expert, Application Support interface to the on-shore service owners & Service Design specialists for design, planning and implementation input relating to agreed major changes, including projects, within the internal Delivery Framework process.

Key Responsibilities

Client liaison
Maintain a two-way relationship with the on-shore owners and Application Support service provider (either offshore or outsourced), reviewing current support levels and identifying areas for improvement.
In the event of a major service failure, the Service Delivery Manager (Applications) will be responsible for providing the escalation point for the Incident Management team. Where required the SDM will be expected to work with the IT Client Services Directors to ensure appropriate user communications are issued and to work with the on shore Service Owners to ensure that key business contacts are updated on these issues.

Offshore (or outsourced) service provision
Responsible for the set-up and operational performance of the Application Support arrangement in terms of quality (against the agreed KPIs) and cost (to financial targets).
Responsible for ensuring that Application Support team is fully ready to support receive new services via Clifford Chance’s own Delivery Framework, identifying deficiencies in time to allow them to be addressed or accepted.
Establish and manage regular service reviews with the offshore or outsourced service provider, and relevant internal support teams to ensure that service expectations are met.
Ensuring that the agreed Business Continuity provision is tested in alignment with Clifford Chance’s central BCP direction (at least once annually).
Maintaining the day-to-day operational relationship with the offshore or outsourced service provider. These services may extend to other areas over time.

Central teams
Responsible for demonstrating the performance of all central teams (typically located in London or at the outsourcer), escalating repeat or chronic breaches of service level to the team managers and service owners responsible for those areas.
Undertake periodic service reviews with the on-shore and off-shore team managers, working with these managers and the IT Client Services Directors to seek areas for service improvement.
Working collaboratively with the onshore service owners and other Service Delivery Managers to promote continuous improvement across all services.

Other Management Areas
Attend the weekly Change Approval Board, to provide a operational input into all operational changes, raising issues and concerns at the CAB and with the relevant Client Services channel.
Identify and manage opportunities to reduce the Firm’s overall carbon footprint within the outsourced infrastructure support areas.
Adhere to Service Management processes, contributing to their further development and refinement with practical experience.
Operate a process of continuous improvement to raise the quality of the Application Support provision and ultimately improve the ‘user experience’.

Skills and Qualifications

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

Experience and skills
• Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.
• Experience of managing / interacting with global teams.
• Strong process management skills to enable the smooth support of finance processes globally.
• Strong people management and influencing skills
• Experience in project management – in particular with rollout of new processes
• Experience of Agile and SCRUM methodology – preferably experience of Scaled Agile Framework practices.

Written Communications
• Highly developed written communication skills and be capable of producing global and sensitive communications to a varied audience.

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.

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