Service Manager - 12 Months FTC
The Service Manager role at Clifford Chance is a multifaceted position within the IT Service Management team, focusing on the successful transition of new or amended IT products and services into production. This involves close collaboration with various IT functions, including the Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, IT Finance, and third-party vendors, to define and agree upon the support structures for central services offered by IT to the firm. The role ensures that all documentation, knowledge, performance standards, and related measurements are in place, providing a foundation for effective Service Level Management.
Key responsibilities include managing the successful transition of operational IT products, projects, and services into production, securing the delivery of intended outcomes and benefits while maintaining business-as-usual operational stability. The Service Manager identifies, manages, mitigates, and communicates major risks and complex issues associated with the delivery of change. Additionally, the role involves working with teams to support and guide them through successful project implementations, articulating how changes will affect users on a day-to-day basis. The Service Manager also reviews and ensures the relevance and effectiveness of service levels for internal and external service providers.
The ideal candidate will have a strong understanding and appreciation of offshoring and outsourcing models, along with experience in managing operational issues with senior business and IT representatives. They should possess excellent communication skills to work closely with global teams, both within and outside of IT, to ensure the effectiveness and consistency of processes. A solid foundation in ITIL-based Service Management processes is essential, as is the ability to provide support and assistance to all parts of the IT function.
Clifford Chance offers a collaborative and inclusive work environment, providing opportunities for professional growth and development. Employees are encouraged to engage in continuous learning and are supported through various training programs. The firm values diversity and inclusion, fostering a culture where individuals can thrive and contribute to the firm's success.