Location
Canary Wharf, London

Hours
Full Time

Salary
Negotiable

About the Role
This is a multi-faceted role within the IT Service Management team, based in the Service Design team of the Service Management department. The role is responsible for the acceptance of new or amended services into an operational support environment. You will work closely with various IT functions including Global Programme Group, Legal Technology Services, Infrastructure and Core Services, Regional Technology, IT Finance, and third parties to define and agree the support of central IT services offered to the Firm. This includes documentation, knowledge management, performance standards and measurements, and cost management, providing a foundation for Service Level Management.

Additionally, you may liaise with non-IT teams using the ServiceNow Service Management Tool to advise on tool introduction, best practices, and improving working efficiency. The role focuses on managing and delivering new or upgraded IT products and services into production, ensuring delivery to predicted time, quality, and cost estimates.

Key responsibilities include managing the successful transition of new or amended IT products, projects, and services into production while maintaining business-as-usual operational stability. You will identify, manage, mitigate, and communicate major risks and complex issues, support teams through project implementations, and articulate the impact of changes on users.

You will maintain an understanding of roles, responsibilities, and team structures globally to ensure effective and consistent working practices across IT. Reviewing service levels for internal and external providers, providing expert advice on operational issues, and working with global teams to ensure process effectiveness and consistency are also key parts of the role.

Supporting the Service Management team, contributing to the Service Management roadmap, and driving continuous improvement to enhance the user experience are essential. You will also take responsibility for protecting and growing the reputation of the IT Department.

Experience
- Strong project management skills with proven delivery to time, cost, and quality
- Experience working with large user bases (~8,000 users)
- Proficiency in risk management and continuous improvement initiatives
- Experience using ServiceNow as a Service Management toolset
- Producing reports and statistics using PowerBI, ServiceNow, and MS Products
- Working in high-pressure projects with tight deadlines
- Familiarity with cloud services and offshoring/outsourcing models
- Ability to work collaboratively across diverse, geographically dispersed teams
- Strong negotiation, influencing, and relationship management skills
- Exceptional customer service and communication skills

About you
- Proactive, resilient, and comfortable with change
- Strong analytical skills to interpret data and improve service delivery
- Excellent organisation, communication, and presentation skills
- Ability to work on own initiative, identify issues, and collaborate to resolve them
- Highly developed written communication skills, capable of producing sensitive global communications
- Excellent verbal and interpersonal skills with customer-facing or consulting experience
- Ability to manage expectations and resolve conflicts among stakeholders
- Commitment to continuous learning and development

Qualifications
- ITIL Foundation certified (required)
- Prince2 or MSP Practitioner certified (required)
- Management of Risk Practitioner (desirable)