Major Incident and Experience Manager
The Major Incident and Experience Manager is a pivotal role within the IT Service Management team at Clifford Chance, one of the world's largest international law firms. This position is responsible for overseeing and managing the firm's Incident and Problem Management processes, directly handling all major incidents in collaboration with London-based technical leads. The role also focuses on enhancing service reliability and employee productivity by identifying improvement opportunities and working with the broader IT team to implement necessary changes through Experience Level Management.
Key responsibilities include managing major incidents both during shifts and on-call rotations, coordinating global teams to ensure efficient service restoration, and communicating progress within the IT community. The role involves improving IT service reliability and customer service through Experience Level Management, participating in the Experience Management Group, and driving both reactive and proactive Problem Management activities. Additionally, the manager is expected to compile and present regular management information using tools like PowerBI, ServiceNow, and Microsoft products, and provide guidance to outsourced Incident and Problem Management teams.
The ideal candidate should have experience managing complex system failures, strong leadership skills to motivate technical teams during high-pressure situations, and the ability to analyze complex technical information to identify patterns for swift incident resolution. A deep knowledge of service management processes, particularly Incident, Problem, and Change Management, is essential. Proficiency in risk management, conducting post-incident reviews, and implementing continuous improvement initiatives to enhance system stability and customer experience is also required. Familiarity with tools such as PowerBI, ServiceNow, and Microsoft products, as well as experience managing third-party teams, ideally in India, is advantageous. An ITIL Foundation (v4) qualification is preferred.
Clifford Chance offers a balanced hybrid working approach, supporting employees to work both in-office and remotely, with an expectation of at least 50% office presence. The firm provides a broad range of benefits to support various aspects of personal and professional life, including financial, wellbeing, lifestyle, and family-friendly benefits. The inclusive and team-based culture at Clifford Chance fosters opportunities for learning, growth, and career development, making it an attractive environment for professionals seeking to advance their careers in a dynamic and supportive setting.