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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 Hogan Lovells colleagues and 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).

In addition to managing the Service Lifecycle process at Hogan Lovells, the role is responsible for leading and developing a team of three Life Cycle Analysts who assist with various functions of Service Management.

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

• IT Service Desk
• IT Service Lifecycle
• Modern Workplace and Collaboration
• Core Infrastructure

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

• Lead the Service Lifecycle process to ensure that new and existing services meet business needs and are scalable and sustainable.
• Collaborate with stakeholders to gather service requirements and design services that are aligned with business objectives and IT capabilities.
• 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.
• Lead the Release Management process, ensuring that software and service releases are planned, tested, and deployed with minimal disruption.
• Coordinate across teams to ensure that releases are executed according to schedule, with thorough testing, validation, and communication to all stakeholders.
• Manage the Change Management process, ensuring that all changes to services, systems, and infrastructure are controlled, executed, and closed effectively.
• Facilitate and participate in Change Advisory Board (CAB) meetings to assess, approve, and prioritise changes.
• Work with stakeholders and third parties to assign, monitor, and complete operational level tasks in the ITIL disciplines of Service Lifecycle.
• Conduct performance monitoring, ensuring KPIs and SLAs in the Service Lifecycle practice area are met.
• Ensure stakeholders and third parties working throughout the Service Lifecycle are aligned and comply with Hogan Lovells IT policies and security standards.
• 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.

Qualifications and Experience

Qualifications

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

Experience

• Minimum of 7 years of experience working in IT Service Management.
• 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.
• Proven experience managing the full lifecycle of IT services, from conceptualisation and design to transition, operation, and retirement.
• Successful track record in managing service transitions, including working closely with technical teams to ensure smooth service deployment.
• Experience with guiding and steering a change advisory board that meets virtually.
• Significant experience in managing relationships with key stakeholders, including senior business leaders and technical teams.

Skills

• Service Lifecycle Management: Expertise in managing the end-to-end lifecycle of IT services, from initial design through to retirement, including capacity planning, availability management, and service continuity.
• Change and Release Management: Extensive experience with risk management, stakeholder communication, and post-implementation review.
• Governance and Compliance: Knowledge of industry regulations, compliance standards, and internal governance frameworks; ability to maintain documentation for audits.
• Change Management Tools and ITSM Platforms: Proficiency with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms; familiarity with release management tools.
• Stakeholder Management: Strong communication skills, understanding of SLAs and KPIs, and ability to manage tasks across teams 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.