Role summary/purpose of job

The Senior Service Manager (SSM) within the Technology Department is a pivotal leadership role, responsible for overseeing the comprehensive delivery, stability, and continuous improvement of Live Technology services across the organisation. This role is crucial in bridging technology operations with business outcomes, ensuring that IT services meet high standards of reliability and effectiveness. The SSM drives the performance of strategic service management practices, aligning technology capabilities with organisational goals and addressing service issues proactively to minimise business disruption.

In addition to managing service delivery, the SSM fosters a culture of continuous improvement, focusing on refining service processes and adopting industry best practices. This role is essential in maintaining strong stakeholder relationships, understanding their needs, and ensuring high levels of customer satisfaction. By leading efforts to optimise service quality and operational efficiency, the SSM significantly contributes to the organisation's overall success and competitive edge.

Key responsibilities and deliverables

Strategic Leadership:

• Develop and execute the Service Management strategy aligned with the overall Technology and Business objectives.

• Drive the adoption of best practices, frameworks (ITIL), and tools to enhance service management capabilities.

• Matrix Management across all Technology Service teams, ensuring that all initiatives are driving the correct and best outcomes for the Firm.

• Supporting ESM deliverables, initiatives and processes across the Firm.

• Platform Owner for ServiceNow toolset.

• Integrate and drive Digital Accessibility thinking in everything we do and oversee process, integration, training, knowledge and communications

Service Delivery and Assurance:

• Oversee the end-to-end service lifecycle.

• Ensure that IT services meet agreed service levels, performance metrics, and business requirements.

• Collaborate closely with all outsource partners and ensure that Service meets the Firms required standards

• Support Projects to ensure that Services are transitioned safely.

Incident Management:

• Lead the response to critical incidents where required, ensuring minimal business disruption and prompt resolution.

• Oversee Service Operations globally throughout – ensuring coverage and monitoring 24*7 and providing appropriate responses.

• Govern the process overall for Freshfields, ensuring it meets the needs of the Firm.

Stakeholder Engagement:

• Act as the primary point of contact for senior business stakeholders regarding IT service performance and issues.

• Provide out of hours support for stakeholder escalations and other urgent tasks.

• Foster strong relationships with internal customers, understanding their needs, and ensuring services are aligned to business priorities.

• Lead User Group Forums to understand IT Challenges

• Work alongside Business Relationship Managers to understand Regional issues and to update on Global Service Requirements

Team Leadership and Development:

• Lead, mentor, and develop a team of service management professionals, fostering a culture of high performance and continuous improvement.

• Promote collaboration across IT teams and with other departments to enhance service delivery and customer experience.

Supplier Partner Management:

• Manage relationships with external service providers, ensuring that service delivery meets contractual obligations and quality standards.

Continuous Improvement:

• Drive initiatives for process optimisation, automation, and innovation within service management to improve efficiency and effectiveness.

• Monitor industry trends and emerging technologies to identify opportunities for service enhancement.

• Ensure that ServiceNow is being used optimally for the Firm and that we are taking advantage of the functionality, whilst adhering to best practice.

Risk and Compliance:

• Ensure that all IT services are compliant with regulatory requirements, organisational policies, and industry standards.

• Identify, assess, and mitigate risks associated with IT service delivery.

Key requirements

Essential:

• Demonstrable experience in a senior service management role within a large and complex technology environment.

• Strategic thinker with the ability to develop and implement service management strategies.

• Proven track record of successfully managing end-to-end service delivery.

• Extensive knowledge of ITIL and other relevant service management frameworks.

• Experience in implementing and maintaining service management frameworks and tools

• Strong leadership skills with a history of managing and developing high-performing teams.

• Proven capability to manage cross-functional teams and coordinate efforts across different departments to deliver integrated service solutions.

• Exceptional communication skills, both verbal and written, with the ability to effectively engage with senior business stakeholders

• In-depth ServiceNow experience and knowledge

Desirable

• Practical experience of implementing Enterprise Service Management.

• ITIL Foundation

• Experience of legal services

• Experience of working with Outsourced Contracts

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case-by-case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.