Service Manager - 12 Months Ftc

Clifford Chance; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Clifford Chance is seeking a Service Manager for a 12-month FTC in Greater London. You will lead the transition of IT products and services into production within the IT Service Management and Service Design teams, ensuring timely delivery, cost control, and robust support structures. Strong ITIL, Prince2/MSP, and ServiceNow expertise are essential.

Collaboration with global teams will be key. You will manage change delivery, mitigate risks, and maintain BAU stability while driving continual

Qualifications

• Qualified ITIL Foundation, Prince2/MSP Practitioner, and ideally MoR.
• Proven experience delivering IT services changes into production.
• Strong stakeholder management across global teams.

Responsibilities

• Manage transition of new or amended IT services into production.
• Ensure BAU/operational stability post-implementation.
• Identify and communicate risks and issues.
• Guide cross-functional teams through project implementation and change impact on users.
• Define support models and documentation for IT services.

Skills

ITIL

Project Management

Stakeholder Management

Risk Management

ServiceNow

PowerBI

Data Analysis

Education

ITIL Foundation

Prince2/MSP Practitioner

Management of Risk Practitioner (MoR)

Tools

ServiceNow

PowerBI

MS Office

Job description

Service Manager - 12 Months FTC Clifford Chance•Greater London, Greater London, United Kingdom

This job is with Clifford Chance, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Description

The role

This is a multi-faceted role within the IT Service Management team. 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. This involves working closely with other IT functions, (Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, 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. Additionally, this role may require liaising with non-IT teams using the ServiceNow Service Management Tool to advise on tool introduction, best practice and how to improve working efficiency through use of the tool. The role is also focused on managing and delivering new or upgraded IT Products and Services into production to predicted time, quality and cost estimates.

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 basic.
• Work closely with other IT functions (Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, 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 remain effective and consistent globally.
• Review 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.
• Provide expert advice for operational issues with senior business & IT representatives.
• Work with global teams (both IT and outside of IT) 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 Professionals 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.
• Provide support and assistance to all parts of the Service Management team, as and when the need arises.
• 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.
• 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 Department.

Qualifications

The post-holder must be qualified to ITIL Foundation, Prince2/MSP Practitioner, and ideally, Management of Risk Practitioner.

Skills & experience

• Strong project management skills, with a proven track record of delivery to time, cost and quality.
• 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.
• Ability to analyse complex information to identify support flows.
• Proficiency in risk management.
• Experience in continuous improvement initiatives to enhance the user experience.
• Working in high-pressured projects to tight timescales.
• Producing statistics and reports through PowerBI, ServiceNow and MS Products, as required.
• 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.
• Strong negotiation skills to manage expectations and resolve conflicts among stakeholders.
• Exceptional customer service and working relationships with other technical and non-technical teams.
• Ability to work on your own initiative, find issues, and work with teams to resolve them.
• Experience working with a large user base, approximately 8,000 users.
• Excellent organisation, communication, and presentation skills.
• Strong analytical skills to interpret and leverage data to improve service delivery and the customer experience.
• Proactive, resilient and comfortable with change.

Written and verbal communications

• Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
• Excellent verbal and interpersonal communications skills - customer-facing interaction or consulting experience is required.

Core competencies

Analytical Thought & Problem Solving

• Makes decisions that solve the immediate problem and prevent it from occurring again.
• Prepares for potential problems and contingencies in case things go wrong.
• Takes prompt action to resolve problems quickly.