Service Manager - 12 Months FTC

This is a multi-faceted role within the IT Service Management team at Clifford Chance. 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.

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 basis.
• Work closely with other IT functions to define and agree the support of central services offered by IT to the Firm.
• Maintain an understanding of roles and responsibilities and team structure across the organisation.
• Review appropriate service levels for internal and external service providers.
• 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.
• Ensure that all work is supportive of the Service Management processes across the organisation.
• Provide support and assistance to all parts of the Service Management team.
• Contribute to the aims and success of the Service Management roadmap.

Qualifications:

• ITIL Foundation
• Prince2/MSP Practitioner
• Management of Risk Practitioner (ideally)

Skills & experience:

• Strong project management skills
• Strong relationship skills
• Strong process management skills
• Strong negotiation and influencing skills
• Ability to analyse complex information
• Proficiency in risk management
• Experience in continuous improvement initiatives
• Working in high-pressured projects to tight timescales
• Producing statistics and reports through PowerBI, ServiceNow and MS Products
• Maintaining appropriate, accurate and robust templates, processes and documentation
• Experience of using ServiceNow as a Service Management toolset
• Awareness of local and regional sensitivity issues
• Familiarity with cloud services
• Ability to work collaboratively with diverse teams across different geographical locations