Senior Manager, Service Management

Cruit Group; Chicago (IL); Hybrid; USD 165,000 - 215,000; Full time

Job summary

Senior Manager: Service Management at Premier Law Firm will build and run an enterprise-grade service management function to fix fragmented processes and improve platform visibility. You will lead ServiceNow governance, enforce firm-wide service standards, and optimize data quality across internal IT units and vendors.

You will drive XLAs, orchestration, and automation while focusing on reducing cost-to-serve and maximizing attorney productivity in a hybrid 3-days-in-office model in New York or

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Senior leadership experience in global service management or delivery teams.
• Deep experience with multi-vendor outsourcing and enterprise ITIL practices.
• Strong governance and strategic roadmap skills for ServiceNow platforms.

Responsibilities

• Define and execute a modern service management strategy aligned to business priorities.
• Own governance of ServiceNow, standardize workflows and data usage across teams.
• Engage IT leaders, vendors, and stakeholders, delivering executive-level reporting.
• Develop XLAs, monitor experience, and drive automation to reduce friction.
• Design and implement SIAM frameworks and ensure accountable performance.
• Lead core ITIL practices and optimize incident, problem, change, and knowledge mgmt.
• Drive self-service adoption and orchestration to improve efficiency.

Skills

Leadership

Communication

Budgeting

Team management

Problem solving

Education

Bachelor’s degree in Computer Science, Information Technology, Business, or related field

Tools

ServiceNow

ITIL

SIAM

Job description

Compensation: $165,000 - $215,000 base salary

On behalf of our client, a premier, global elite law firm, we are seeking an experienced Senior Manager: Service Management. Our client represents the world’s major corporations, funds, and financial institutions in their most critical transactions and complex disputes. They operate a highly collaborative, client-focused environment where operational excellence, strategic innovation, and technical reliability directly empower their legal teams worldwide.

Role Overview

Position: Senior Manager: Service Management

Locations: New York, NY or Chicago, IL (Hybrid, 3 days in office)

Our client is seeking a Senior Manager: Service Management to build and operate a practical, enterprise-grade service management function. In this role, you will be accountable for fixing fragmented operational processes, inconsistent data, and unclear service ownership across internal IT units and third-party vendors.

You will establish a unified service model and operating discipline that improves service reliability, reduces incidents, and provides complete visibility into platform performance. The core focus is on maximizing attorney productivity, reducing cost-to-serve, and enforcing firm-wide service standards that directly inform operational decision-making.

Key Responsibilities

Service Management Leadership & Execution

• Define and execute a modern service management strategy that reflects operational realities and business priorities.
• Establish clear boundaries, ownership, decision rights, and key dependencies for all business and technical services.
• Run day-to-day service operations, enforcing consistent execution across internal IT units and external vendors.

ServiceNow Platform Ownership & Governance

• Own the strategic roadmap, governance, and data model for the firm's enterprise ServiceNow platform.
• Standardize workflows, data quality, and platform usage to eliminate fragmented adoption across departments.
• Serve as the primary decision authority on ServiceNow workflows, reporting structures, and platform usage.

Stakeholder Engagement & Collaboration

• Build strong working relationships with IT leaders, third-party vendor executives, and legal practice stakeholders.
• Translate complex service requirements into clear, executable technical changes.
• Deliver consistent, executive-level reporting on service performance, operational risks, and proactive risk mitigations.

Experience Management & Digital Observability

• Transition the organization from pure SLA-based reporting to modern Experience Level Agreements (XLAs) and experience-based metrics.
• Implement endpoint and service-level monitoring tools to detect and resolve technical degradation before it impacts end-users.
• Combine ticket data, user sentiment, and endpoint telemetry to proactively address recurring operational friction.

Vendor & Service Integration (SIAM)

• Design and execute a Service Integration and Management (SIAM) framework across all third-party providers.
• Align multiple vendors and internal teams to operate against a single service model with shared outcomes and clear accountability.
• Hold external service providers accountable for performance, cost-efficiency, and continuous improvement.

Core ITIL Practices & Process Optimization

• Provide operational leadership for core ITIL practices: Incident, Problem, Change, Request, and Knowledge Management.
• Streamline workflows, remove unnecessary administrative steps, and improve resolution velocity.

Self-Service & Automation

• Drive firm-wide adoption of workflow automation, self-service portals, and orchestration tools to eliminate manual overhead.
• Ensure automation aligns with established service boundaries without introducing process fragmentation.

Qualifications & Skill Requirements

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent combination of education and experience).
• Senior Leadership Track Record: Proven experience leading global service management or service delivery teams within professional services, law firms, or complex, client-driven enterprise environments.
• Outsourcing & Delivery Models: Deep experience building and operating global delivery models, including multi-vendor outsourcing environments.
• ITIL Expertise: Advanced mastery of ITIL-based service management principles, modernized for agile, cloud-forward enterprise environments.
• ServiceNow Mastery: Strong track record governing and optimizing ServiceNow as an enterprise platform.

Technical & Strategic Competencies

• SIAM Integration: Practical knowledge of SIAM principles to unite internal IT teams and external suppliers into a cohesive unit.
• Data Literacy & Analytical Reasoning: Ability to identify bad or conflicting data, fix underlying system root causes, and drive evidence-based decisions.
• Commercial & Financial Acumen: Skill in analyzing service cost structures, vendor commercial terms, and return on investment for technology spend.
• Experience Measurement (XLAs): Competency in designing user-centric performance indicators, telemetry models, and sentiment feedback loops.

Leadership & Performance Traits

• Exceptional written and verbal communication skills, capable of translating complex technology concepts into business-relevant narratives for senior partners.
• Proven supervisory and team leadership experience, including performance management, budgeting, and talent development.
• High initiative, self-starter mentality with the composure to manage shifting priorities in a high-stakes, fast-paced setting.
• Absolute discretion and judgment when handling confidential enterprise data.