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Eversheds Sutherland
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Birmingham, West Midlands
International IT Services Support Manager
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Job Type: Full-time |
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Overview
About Eversheds Sutherland: Eversheds Sutherland represents the combination of two firms with a shared culture and commitment to client service excellence. We are each known for our commercial awareness and industry knowledge and for providing innovative and tailored solution for every client. As a full service law firm, we act for the public and private sector across the UK, Europe, Middle East, Africa, Asia and the USA providing legal advice to clients across its company commercial, human resources, litigation and dispute management, and real estate practices. With 69 offices across 34 countries worldwide, we have become one of the largest law firms in the world and a great place to work and develop your career. Overall responsibility (and lead facilitator) for the delivery, management and improvement of IT services to support the division’s business and meet user needs, using a set of well-defined best practices based on ITIL. Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. Responsibilities: Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability. Own specific IT Services and ensure their effective delivery, management and improvement to meet the business needs. Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements. Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above. Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes. Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period. Partner and collaborate with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives. Work within the management structure to provide thought leadership on ITIL process development, the current position, roadmap and strategic direction. Requirements: Strong experience in related and progressive duties combining IT delivery, solutions implementation, project management, operations management, team leadership. At least 5 years’ experience in delivering IT Service Management and process management through a structured approach, in a corporate environment; including ISO2000 and ITIL v3. Excellent communication skills. Service, project and results-orientation, with strong analytical and problem solving skills. High-energy work ethic, ability to establish vision, drive change and deliver results. Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions. Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments. Knowledge of developing and managing continuous improvement programs. Qualifications: ITIL v3 Expert certification with strong knowledge of ITIL 2011 Project Management certification preferred. Minimum of University Degree - (Computer Science, Information Systems, preferred)