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. 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 all documentation, knowledge, performance standards and related measurements, and costs, providing 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 practice, 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 new or amended operational 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 implementation, and work closely with global teams to ensure consistent and effective use of processes. You will contribute to the Service Management roadmap, support continual process improvement, and take responsibility for protecting and growing the reputation of the IT Department.

This role supports a primarily ITIL-based Service Management environment and requires collaboration across diverse teams and geographies, with a focus on delivering a high-quality user experience and operational excellence.

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 producing reports and statistics using PowerBI, ServiceNow, and MS Products
- Familiarity with ServiceNow as a Service Management toolset
- Awareness of offshoring, outsourcing models, and cloud services
- Ability to work collaboratively with diverse, global teams
- Strong negotiation, influencing, and relationship management skills
- Experience working in high-pressure projects with tight deadlines
- Excellent organisation, communication, and presentation skills
- Ability to analyse complex information and identify support flows

About you
- Proactive, resilient, and comfortable with change
- Exceptional customer service skills and ability to build strong working relationships with technical and non-technical teams
- Ability to work on own initiative, identify issues, and collaborate to resolve them
- Highly developed written and verbal communication skills, capable of producing sensitive global communications
- Strong analytical skills to leverage data for service improvement
- Committed to continuous learning and development
- Trusted advisor with credibility and influence among senior clients and stakeholders

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