IT Service Lifecycle Manager

Hogan Lovells; Birmingham; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an IT Service Lifecycle Manager to join their dynamic team. This role involves overseeing the full lifecycle of IT services, ensuring they are strategically designed, documented, and improved in line with ITIL best practices. You will collaborate with stakeholders to align services with business objectives and manage change and release processes effectively. The position offers the opportunity to work in a flexible environment, balancing remote and office work, while contributing to a team dedicated to delivering high-quality IT services. If you are passionate about IT service management and thrive in a collaborative setting, this role is perfect for you.

Qualifications

• 7+ years in IT Service Management with leadership experience.
• Expertise in managing IT service lifecycles and change processes.

Responsibilities

• Lead service lifecycle processes ensuring alignment with business needs.
• Manage change and release processes, ensuring minimal disruption.

Skills

Service Lifecycle Management

Change Management

Release Management

Stakeholder Management

Governance and Compliance

Education

ITIL Foundation v4 Certification

Advanced ITIL Certifications

Project Management Certification

Tools

ServiceNow

BMC Remedy

Job description

Keen to become part of a truly global, collaborative team of professionals? Your journey begins here.

Job Title

IT Service Lifecycle Manager

Department

Information Technology Services – IT Service Delivery > Service Management

Office Location

Birmingham

Reports To

Head of IT Service Desk and IT Service Transition

Working Hours

35 hours per week, 9:30am to 5:30pm but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office, please contact a member of the recruitment team to discuss further.

Firm Description

Hogan Lovells is one of the leading global law firms. Our distinctive market position is founded on our exceptional breadth of our practice, on deep industry knowledge, and on our 'one team' global approach. Formed through the combination of two top international law firms, Hogan Lovells has over 40 offices in the Americas, Asia-Pacific, Europe, the Middle East and Africa.

With a presence in the world's major financial and commercial markets, we are well placed to provide excellent business-oriented advice to our clients locally and internationally. Our people are the key to our success, which is why we seek to recruit and retain the most talented individuals in all regions of our global practice.

In the UK Hogan Lovells has offices in Birmingham and London. The Birmingham office opened in 2015 and has a number of practice areas including Corporate/Commercial, Disputes, Finance and Real Estate, as well as our Legal Delivery Centre and Business teams.

Department Description

The Information Technology team is responsible for the high-quality implementation, provisioning, and support of all IT services within the firm. The IT team comprises a diverse range of specialists from service desk to engineering and architecture roles.

Role Overview

The IT Service Lifecycle Manager is responsible for working with third-parties to manage the full lifecycle of IT services, ensuring services are strategised, designed, documented, transitioned, operated, and improved on throughout their lifecycles in accordance with ITIL best practices. In addition to the service lifecycle, this role is responsible for organising and running our change advisory board (CAB).

This role falls under the Infrastructure & Operations team which is comprised of multiple groups:

1. IT Service Desk
2. IT Service Lifecycle
3. IT Continual Service Improvement
4. Modern Workplace and Collaboration
5. Core Infrastructure

The IT Service Lifecycle team is a global collaborative with members in multiple locations.

Key Responsibilities / Accountabilities

Service Lifecycle:

1. Lead the Service Lifecycle process to ensure that new and existing services meet business needs and are scalable and sustainable.
2. Collaborate with stakeholders to gather service requirements and design services that are aligned with business objectives and IT capabilities.

Service Portfolio Management:

1. Oversee the service portfolio, ensuring that all services are aligned with the organisation’s strategic objectives and deliver value and that all services contain up-to-date and accurate information.

Release Management:

1. Lead the Release Management process, ensuring that software and service releases are planned, tested, and deployed with minimal disruption.
2. Coordinate across teams to ensure that releases are executed according to schedule, with thorough testing, validation, and communication to all stakeholders.

Change Management:

1. Manage the Change Management process, ensuring that all changes to services, systems, and infrastructure are controlled, executed, and closed effectively.
2. Facilitate and participate in Change Advisory Board (CAB) meetings to assess, approve, and prioritise changes.

Stakeholder Management:

1. Work with stakeholders and third parties to assign, monitor, and complete operational level tasks in the ITIL disciplines of Service Lifecycle.
2. Conduct performance monitoring, ensuring KPIs and SLAs in the Service Lifecycle practice area are met.
3. Ensure stakeholders and third parties working throughout the Service Lifecycle are aligned and comply with Hogan Lovells IT policies and security standards.
4. Foster a strategic partnership with the stakeholders and third parties to ensure long term health and continual improvement of the Service Lifecycle process.

Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure, staff location or services.

All members of the firm participate in our Responsible Business program.

Person Specification

Qualifications and Experience

Qualifications:

1. Certified ITIL Foundation v4 (preferred)
2. Advanced ITIL certifications (preferred)
3. Additional certifications in project management or other relevant service management frameworks (preferred)

Experience:

1. Minimum of 7 years of experience working in IT Service Management.
2. Minimum of 3 years in a leadership or managerial role overseeing ITIL processes such as Service Design, Service Portfolio Management, Service Transition, Release Management, and Change Management.
3. Proven experience managing the full lifecycle of IT services, from conceptualisation and design to transition, operation, and retirement.
4. Successful track record in managing service transitions, including working closely with technical teams to ensure smooth service deployment.
5. Experience with guiding and steering a change advisory board that meets virtually.
6. Significant experience in managing relationships with key stakeholders, including senior business leaders and technical teams.

Skills

Service Lifecycle Management:

1. Expertise in managing the end-to-end lifecycle of IT services, from initial design through to retirement.
2. Experience in designing and optimising IT services to meet business requirements, including capacity planning, availability management, and service continuity.

Change and Release Management:

1. Extensive experience in Change Management and Release Management processes, including risk management, stakeholder communication, and post-implementation review.

Governance and Compliance:

1. Knowledge of industry regulations, compliance standards, and internal governance frameworks, ensuring services are designed and managed in accordance with legal, security, and compliance requirements.
2. Ability to maintain proper documentation and records to support audits and compliance efforts.

Change Management Tools and ITSM Platforms:

1. Proficiency with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms to manage service lifecycle processes.
2. Familiarity with release management and change management tools to streamline and automate tasks where appropriate.

Stakeholder Management:

1. Strong ability to communicate and set expectations with stakeholders and third-parties.
2. Knowledge of industry standard SLAs and KPIs and ability to provide clear feedback on performance metrics.
3. Ability to prioritise, delegate, monitor and provide feedback on operational tasks assigned to team members and third parties.

Agile Working Statement

Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.

Equal Opportunities Employment Statement

It is the policy of Hogan Lovells to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of racial or ethnic origin, religion, sex, gender and gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.