Service Transition Manager

Freshfields Overview

Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.

Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:

• we show respect to everyone
• we are there for one another
• we are open with each other
• we are positive role models

We think and work globally - we don’t just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn’t just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.

Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.

Location Overview: Manchester

The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.

The Global Technology Department

Our primary goal in Global Technology is to enable exceptional client service through technology. We work closely with all teams across the firm to understand their technology needs and provide the tools and services that they need to be productive and service clients effectively. Through the Technology Roadmap that we maintain we coordinate technology initiatives across the firm and ensure alignment with firm strategy.

We operate as a truly global team with the central team working closely with regional colleagues in most of our offices. We are responsible for all aspects of technology and communications within the firm.

About Service and Operations Function

The Service and Operations function is responsible for the operation of technology at Freshfields.

Qualifications

Role summary/purpose of job

The role is responsible for ensuring the requirements of operations are represented throughout the project lifecycle and that the projects deliverables are therefore supportable and robust following implementation into the production environment. You will lead all Service Design activities across Service and Operations.

Key responsibilities and deliverables

Accountable for ensuring Service and Design Readiness requirements are satisfactorily met in the following areas:

• Work on programmes and projects to provide expertise, direction and support for all service model and service support considerations
• Assess service design and transition resource estimates
• Document service models capturing key information such as SLA targets, support flow, catalogue requirements, automation requirements, knowledge articles, ITOM and Change templates.
• Feed requirements into the transition planning and support strategy, framework and process. Driving continuous improvement.
• Identify risks to future services arising from projects and assist with risk mitigation planning
• Identify and work consistently with key service stakeholders, ensuring they are kept abreast of project plans and key service deliverables.
• Make key decisions when introducing new services and support as gatekeeper when needed to protect the smooth running of IS systems and services
• Feed into the service transition activities across functions, projects, suppliers and service team ensuring all support functions are aware, prepared and capable of supporting any new services deployed
• Create a set of Service Design & Introduction documents that clarify how IT support will be provided.
• Own the Service catalogue, ensuring all new and amended Services are fully aligned, automated where possible and fit for purpose
• Assist in devising and creating metrics that demonstrate the performance of the SD&T function
• Embed a service management culture within the wider team and lead service design activities for Service and Operations

Key requirements

Candidates will be evaluated based on their ability to perform the duties listed above while demonstrating the skills and competencies necessary to be highly effective in the role. These skills include:

• Extensive experience working in a similar ITIL role in either Service Design or Transition roles
• Extensive understanding of Service Catalogues, All Service Management processes and the lifecycles and Automations
• Understanding of ServiceNow architecture and functionality, with ability to translate into project requirements
• Full understanding of the roles of a working Technology department with emphasis on the way service is provided by the various Technology departments
• Understanding of, and familiarity with, project gating processes, project lifecycles and associated documentation
• Experience of working with SLAs, OLAs, Vendor Support Agreements, operating models and service teams
• Proven ability to identify potential service risks and assumptions.
• Experience of introducing service catalogues from start to finish.
• Self-starter with excellent interpersonal and communication skills
• Demonstrable experience of thought leadership in the Service Design and Transition field.