Service Transition Manager

Clifford Chance London Limited ,
London, Greater London
More Details

Overview

Service Transition Manager Our IT vision is to be one global IT team delivering world class expertise, innovation and agile technology solutions, whilst ensuring the stability and security of all our IT platforms and services. Our industry is evolving fast and our clients have new demands. Emerging technologies and applications are creating new opportunities for transforming client relationships. As an IT function, we embrace and respond to these challenges, collaborating more and more with lawyers and Business Professionals teams to improve the way we deliver to clients. This is a multi-faceted role, located within the core processes area of the Service Management team, largely orientated around protecting the integrity of the IT environment. The role is responsible for the oversight and management of all changes to the IT environment. It is tasked with ensuring that the impact of any change is fully understood and approved for implementation at an appropriate date and time. It is also responsible for the planning and coordination of a large proportion of the releases into the IT environment. This role works closely with our other core process roles to ensure that our Change, Release, Incident and Problem Management processes dovetail appropriately. The Service Transition Manager role is part of a team that provides 24/7 support for our core processes. As such the role holder must also retain a strong working knowledge of our Incident and Problem Management processes in order to be able to cover the full suite of core processes, as required, during core business hours and share on-call rota responsibilities outside of these hours. Key Responsibilities: ITIL based Change Management for the IT Operation, globally, managing this through the use of an outsourced service provider based in India, to minimise the likelihood of any disruption or degradation of service during the lifecycle of the change. ITIL based Release Management for a number of key applications, globally, managing this through the use of an outsourced service provider in India, to minimise the likelihood of any disruption or degradation of service during the lifecycle of releases. ITIL based Incident and Problem Management for all services globally, covering colleagues, as required, during core business hours and sharing on-call rota responsibilities for all core processes outside of these hours. Compile and present regular Change and Release Management information for IT (operational reporting, global KPI’s, service reporting) to support senior management decision making and timely interventions. Contribute and track to a core processes roadmap that is supportive of the aims and success of the wider Service Management roadmap. As the IT organisation develops and evolves, on an ongoing basis identify and implement any improvement opportunities for the Change and Release Management processes, including how they dovetail with the other Service Management processes. Take responsibility for preserving and growing the reputation of the team. Skills & Experience Experience of managing Change and Release Management processes, globally, in a similarly sized or larger organisation. Experience of other ITSM processes, particularly Incident and Problem Management. Experience of managing major incidents both within business hours and as part of an out of hours rota. Experience of managing third party teams, ideally in India. Able to demonstrate exceptional customer service. Able to manage multiple issues simultaneously. Experience of dealing with complex operational IT issues. Experience of producing statistics and reports, reflecting the performance of an operational service. Evidence of working in high-pressured projects to tight timescales. Ideally has experience of using Service Now toolset. Strong experience or knowledge of IT environments. Awareness of local and regional sensitivity issues. Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services. Excellent verbal and interpersonal communications skills – some form of customer-facing interaction or consulting experience is a plus. Qualifications Ideally the post-holder should be qualified to minimum of ITIL Foundation (v3) level. To find out more: Interested? To find out more about what it is like to work at Clifford Chance in London please visit our careers site Equal Opportunities At Clifford Chance we understand that our true asset is our people. We believe that each and every one of us should experience an equality of opportunity and an equality of experience here. We are always working to develop and deliver the best and most innovative approaches to make that happen. Inclusion is good for our team and their families, our firm and society. We are therefore committed to treating all employees and job applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment. The firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits. We have a number of initiatives and networks that support our aspiration to be the Global Law Firm of choice. These include our LGBT, Gender Parity, Ethnicity and Disability networks. This job was originally posted as www.cwjobs.co.uk/job/89802051

People also viewed