Location
Canary Wharf, London

Hours
Full Time

Salary
Negotiable

About the Role
This is a multi-faceted role within the IT Service Management team at Clifford Chance. Working within the Service Design team of the Service Management department, you will be responsible for the acceptance of new or amended services into an operational support environment. This involves close collaboration 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. Responsibilities include managing all documentation and knowledge, performance standards and related measurements, and costs to provide a foundation for Service Level Management.

The role also involves liaising with non-IT teams using the ServiceNow Service Management Tool to advise on tool introduction, best practices, and improving working efficiency. You will manage and deliver 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 IT products, projects, and services into production while maintaining operational stability, identifying and mitigating risks, supporting teams through project implementations, and ensuring effective global IT service management processes. You will contribute to continuous improvement initiatives, provide expert advice on operational issues, and help protect and grow the reputation of the IT Department.

This role supports Clifford Chance’s global strategy by delivering world-class IT service management aligned with the firm’s priorities and client needs, within a diverse and innovative team environment.

Experience
- Strong project management skills with proven delivery to time, cost, and quality
- Experience working with large user bases (approx. 8,000 users)
- Proficiency in risk management and continuous improvement initiatives
- Experience using ServiceNow as a Service Management toolset
- Producing reports and statistics through PowerBI, ServiceNow, and MS Products
- Working in high-pressure projects with tight timescales
- Familiarity with cloud services and offshoring/outsourcing models
- Strong negotiation, influencing, and relationship-building skills across technical and non-technical teams
- Ability to analyse complex information and identify support flows
- Excellent organisation, communication, and presentation skills

About you
- Proactive, resilient, and comfortable with change
- Ability to work collaboratively with diverse teams across different geographical locations
- Strong analytical skills to interpret data and improve service delivery and customer experience
- Exceptional customer service orientation and ability to manage expectations and resolve conflicts
- Ability to work on own initiative, identify issues, and collaborate to resolve them
- Highly developed written and verbal communication skills, capable of producing sensitive and global communications
- Experience in customer-facing interaction or consulting roles

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