Business Relationship Manager

0400 FBD USA LLP; United States; On-site; USD 120,000 - 200,000; Full time

Job summary

Freshfields US LLP in New York seeks a proactive Regional Service Management Lead to own IT services for the New York region, ensuring alignment with global standards and business needs. You will be the face of IT locally, drive service excellence, engage stakeholders, and oversee adoption of new technologies.

This hands-on role collaborates with global service teams, manages relationships with outsourced providers, participates in major incident management, and champions cost optimization while

Qualifications

• Experience in IT service management and customer insight practices.
• Strong analytical, problem-solving, and communication skills.
• Ability to build trust-based relationships with senior stakeholders.
• Familiarity with ITSM tools (preferably ServiceNow).
• Experience in major incident management and technology change delivery.

Responsibilities

• Act as the primary IT contact for the New York region.
• Ensure IT services are reliable, high-performing, and aligned with business requirements.
• Collaborate with global service teams to resolve issues and implement improvements.
• Support the adoption and transition of new technologies.
• Manage relationships with outsourced service providers.
• Participate in major incident management and ensure effective communication.
• Monitor local IT budgets and identify cost optimization opportunities.

Skills

IT service management

customer insights

analytical thinking

communication

stakeholder management

ServiceNow

incident management

change delivery

relationship building

Tools

ServiceNow

Job description

We're looking for a proactive and experienced IT professional to join our global team as a Regional Service Management Lead. Based in our New York office, you'll be the face of IT for the region, ensuring that services meet business needs and align with global standards. This is a hands-on role focused on service excellence, stakeholder engagement, and continuous improvement across the New York office and nearby locations.

Key Responsibilities

• Act as the primary IT contact for the New York region.
• Ensure IT services are reliable, high-performing, and aligned with business requirements.
• Collaborate with global service teams to resolve issues and implement improvements.
• Support the adoption and transition of new technologies.
• Manage relationships with outsourced service providers.
• Participate in major incident management and ensure effective communication.
• Monitor local IT budgets and identify cost optimization opportunities.

What We're Looking For

• Proven experience in IT service management and customer insight practices.
• Strong analytical, problem-solving, and communication skills.
• Ability to build trust-based relationships with senior stakeholders.
• Familiarity with ITSM tools (preferably ServiceNow) and modern service management approaches.
• Resilience and confidence in managing challenging conversations.
• Experience in major incident management and technology change delivery.
• Structured thinker with the ability to translate business needs into practical solutions.

Why Join Us?

This is a unique opportunity to make a meaningful impact in a global organization while focusing on regional service excellence. If you thrive in a collaborative environment and are passionate about IT service delivery, we'd love to hear from you.

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For individuals assigned and/or hired to work in New York and California or reporting to someone in those states, Freshfields is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the States of New York and California and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $120,000 to $200,000.

EEO Statement

Freshfields US LLP is proud to be an equal employment employer. Our policies and practices will be free from unlawful discrimination based upon race, color, ethnicity, religion, creed, sex (including pregnancy, childbirth or related medical conditions), national origin, citizenship, immigration status, ancestry, age, marital status, protected veteran status, military service, disability, medical condition, genetic information, sexual orientation, gender identity, or any basis prohibited under federal, state or local law. We strive to promote an atmosphere that encourages equal opportunities and prohibits discriminatory practices, including sexual harassment.

Disability Accommodation for Applicants

Freshfields US LLP is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.

Freshfields is a global law firm with a long-standing track record of successfully supporting the world's leading national and multinational corporations, financial institutions, and governments on ground-breaking and business critical mandates. At Freshfields we seek to create a better future for our clients, our people and the communities in which we work. Our global teams bring together individuals with different experiences, skills and strengths in a culture where we support all to belong, engage and excel.