Service Manager 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 also entails liaising with non-IT teams utilizing the ServiceNow Service Management Tool to advise on tool introduction, best practices, and improving working efficiency through its use.
Key responsibilities include managing the successful transition of operational IT products, projects, and services into production, ensuring the delivery of intended outcomes and benefits while maintaining business-as-usual stability. The Service Manager is tasked with identifying, managing, mitigating, and communicating 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 of ITIL-based Service Management processes and experience in managing the transition of IT services into production. They should possess excellent collaboration skills to work effectively with various IT functions and non-IT teams. A good understanding and appreciation of offshoring and outsourcing models are also essential. The candidate should be adept at identifying and mitigating risks, managing complex issues, and ensuring the stability of business-as-usual operations during transitions.
Clifford Chance offers a dynamic 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 collaboration and innovation, fostering a culture where team members can thrive and contribute to delivering high-quality legal services to clients worldwide.