Legal IT Jobs

Service Delivery Manager – End User Services (12 Month Contract) – Clifford Chance, London

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Job Details

The successful candidate will be a self-driven, customer-focused individual responsible for the delivery of outsourced 1st & 2nd line services, the management of major system outages, and providing a point of escalation to key business contacts and IT Client Services Directors (CSDs) for business as usual operations.

As part of a small team the SDM will be instrumental in managing the ongoing performance of the outsource provider. Performance will be formally tracked on a monthly basis to ensure the service meets agreed targets. Where remedial steps are required to restore levels service, this individual will be responsible for managing that change across the IT support organisation.

In addition, the SDM will have a key stake in the IT Operations Continual Service Improvement Plan (CSIP) and will be required to work with the outsource provider, and other IT related teams. This is to ensure that, where possible, service is improved and/or efficiencies in process are identified and worked through with the wider Service Management team.

In the event of a major service failure, the SDM will be responsible for providing an escalation point (including out of hours) to the existing Incident Management team and ensuring that the appropriate CSDs, and key business contacts (where appropriate and directed by the CSDs), are updated on progress.

The SDM will also be expected to work closely with, and support, the CSDs through the identification of demand driven service improvements. In addition, they will also be responsible for providing the CSDs with KPI data that can be discussed with the business, as well as alerting the CSDs to other current, or upcoming, high profile service issues.

Key Responsibilities

Accountable for the delivery of vendor supplied services to contracted SLAs.

Monitoring performance metrics reported by vendor, and responsible for remedial steps as required.

Responsible for ensuring the vendor is aware of Operational Changes/Releases.

Manage the service improvement plan to ensure that the end-to-end service delivery process delivers maximum value to the clients.

Responsible for communicating any forecasted change in call volumes to the vendor due to business or IT changes in Clifford Chance.

Monitor security breaches and any other breaches to Clifford Chance policies reported by the vendor. Proactively, facilitate vendor audits to ensure compliance of CC policies.

Responsible for ensuring that recurring incidents escalated by the ITSC are referred to the Problem Management team

Responsible for gathering and communicating knowledge documents, such as a new solution or incident, from Clifford Chance IT teams to the vendor.

Serve as the Single Point of Contact (SPoC) for each of the CSDs by communicating KPIs achieved, complaints received from the regional users and any other requirements that the CSDs may have.

Address OLA breaches by global Clifford Chance IT support teams ensuring overall service levels are met

Responsible for identifying and tracking opportunities to reduce the Firm’s overall carbon footprint within the 1st & 2nd line support arena

International travel to Bangalore will be expected at least 4 times a year
Skills and Qualifications


Ideally degree level educated with a Bachelors degree or equivalent experience

Ideally qualified to ISEB ITSM Manager level (version 2 or 3)
Work Experience:

Experience of working within, or managing outsourced/managed service contracts (ideally from non UK location)

Experience managing complex operational IT issues

An understanding and experience of interacting with other ITIL processes such as Change and Problem Management

Experience managing customer engagements and expectations

Has the ability to provide outstanding customer service

Evidence of working in a high-pressured operations environment

Ideally has experience of using ServiceNow toolset

Solid experience in a similar position

Awareness of local and regional sensitivity issues.

Process oriented and focused on customer service

Is self-driven and can work on their own initiative

Excellent relationship management and influencing skills

Excellent written and oral communication skills

Able to quickly establish credibility with colleagues, outsourcers and senior management

Resilient and able to assimilate views and information quickly for decision making purposes

Able to act as a bridge between teams, both technical and non-technical

Good facilitation skills necessary to agree prioritisation, able to identify & arbitrate conflicts between stakeholders, including project and operations teams, senior managers and suppliers

Strong organisation and interpersonal skills

Enthusiastic, self motivated, flexible and adaptable

Team player with a questioning nature

Discretion and reliability

Excellent time management skills

Thorough, problem solving mind
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.

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