IT Experience Manager 1

The IT Experience Manager is responsible for enhancing the overall customer experience by ensuring that IT services are user-centric and aligned with the needs of the business. This role focuses on understanding and improving the customer journey, identifying pain points, and implementing solutions that enhance user satisfaction. The IT Experience Manager collaborates closely with various departments to ensure that IT services are intuitive, accessible, and continuously improved based on user feedback. Additionally, this role champions a culture of customer-centricity within the IT organisation, driving initiatives that prioritise the user experience and foster a positive relationship between IT and its customers.

Main duties and responsibilities

• Monitors the effectiveness of end-to-end service delivery within assigned regions, ensuring a high-quality user experience and satisfaction.
• Ensures IT services are delivered efficiently, meeting SLA commitments and minimizing business disruptions.
• Holds regular workshops/forums with internal customers to gather feedback and share updates on IT initiatives.
• Collaborates with regional IT teams, Service Desk, vendors, and business stakeholders to resolve high-impact service disruptions.
• Champions a culture of collaboration and partnership within the IT organisation, fostering cross-functional teamwork and knowledge sharing to enhance overall service delivery and customer satisfaction.
• Regularly communicates with stakeholders to provide updates on IT initiatives, solicit feedback, and promote awareness of available support services.
• Identifies and implements continuous improvement initiatives to enhance service performance.

Performance Monitoring & Compliance

• Analyses service performance metrics, including incident response times, resolution rates, and user satisfaction of services delivered by local IT support function.
• Conducts regional service reviews to ensure adherence to ITSM best practices, responsibility sits within IT support function.
• Ensures IT service delivery complies with regulatory and security requirements.
• Provides regular reports and updates to Head of IT Experience on service performance, risks, and areas for improvement.
• Ensures engagement with IT Business Partner team, if appropriate to their area of responsibility, on initiatives requiring new IT Services.
• Facilitates effective communication and coordination between global IT functions and local teams.
• Works closely with other Business Service areas to ensure excellent IT service delivery and cross functional collaboration.
• Works closely with the Senior IT Support Manager, Product & Platform teams, Head of Digital Workplace and Head of IT Service Management to monitor and enhance service delivery.

Continuous Service Improvement & Innovation

• Identifies trends and recurring issues through data analysis (e.g., ServiceNow reports) to drive process improvements.
• Identifies opportunities for automation, AI-driven support, and self-service solutions to enhance service efficiency.
• Benchmarks service performance against industry standards and recommend improvements.
• Implement feedback mechanisms to improve user experience and satisfaction with IT services.

Change Management

• Engages in change management plans to ensure smooth implementation and adoption of new technologies and processes.
• Proactively addresses user concerns and resistance to change through effective communication and support.
• Monitors effectiveness of change and provides learnings back to the IT department to improve.

Operational Excellence

• Monitor and improve service performance using KPIs, SLAs, and experience-level agreements (XLAs).
• Champion automation, self-service, and proactive support models.

About you

Soft skills

• Strong stakeholder management skills, with the ability to bridge global IT functions with regional needs.
• Excellent communication and influencing skills, willing to probe, ask questions and learn about individual business areas.
• Excellent problem-solving and escalation management capabilities.
• Experience managing IT operations across multiple regions.

Technical competencies

• Strong understanding of ITIL v4, service management frameworks, and governance models.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Broad-based knowledge of IT, a way for explaining technology in understandable ways, and particular interest in how technology can be applied to realise business opportunities.
• Proficiency in analysing service data to drive informed decision-making.
• Familiarity with regional regulatory requirements related to IT service operations.

Good to have

• Minimum of five years of experience in IT Service Management, IT Operations, or a similar leadership role.
• ITIL v3/v4 Foundation or Managing Professional (MP) certification.

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.