Role summary/purpose of job

The purpose of this role is to support the successful operation of Collaboration Platforms and Document tools in line with the functional and non-functional requirements of the firm (e.g. performance, reliability, security, compliance). A key part of the role will also be to drive continuous improvement and support planning/execution of agreed roadmaps ensuring that in-scope platforms are kept up to date (ever-greening). From time to time the needs of the firm will require new platforms to be developed, implemented and transitioned into BAU service, therefore where required, the role will support delivery of new platforms and significant change to existing.

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 IT Department

Our primary goal in IT 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.

The Global Centre (Europe) serves as our base for the central IT team and we have established our IT Service Desk, Testing and Service Operations teams in this location. We are continuing to build the team in the Centre to ensure the global delivery of high quality and consistent IT services in an efficient manner.

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 Transformation Function

The Service and Transformation function is responsible for the operation and delivery of technology change (transformation) at Freshfields. The function operates on the concepts of “DevOps” to accelerate the delivery of change through the resources within the function working on projects and initiatives whilst supporting existing and new systems within the firm.

Like all large organizations Freshfields has legacy systems as well as embarking on a five-year IT roadmap to transform the firm delivering legal services using new technologies, embracing cloud and SaaS platforms. To deliver this ambitious plan, a DevOps model has been adopted to accelerate the delivery of change. The DevOps approach will be tailored to meet the different requirements and challenges of maintaining both legacy systems and developing new applications and services.

Key responsibilities and deliverables

• Play a key role in design, innovation, day to day support and troubleshooting activities for collaboration technologies being recognised as an authority within the field.

• Analysing existing capabilities and providing key input alongside Team Lead into expansion and improvement of the collaboration platforms.

• Undertake and advise on complex analytical tasks across engineering, business and delivery leadership evidencing exemplary Being Freshfields behaviours.

• Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels providing reports where necessary.

• Develops implementation plans for dealing with more complex requests for change. Leads the assessment, analysis, development, documentation, transition and implementation of changes based on requests for change.

• Creates, maintains and validates support documentation.

• Provide an escalation point for highly complex or high impact technical incidents and / or problems.

• Provide technical guidance and training for collaboration tools to both the wider team and business.

• Maintain and expand knowledge to maintain SME status in document tools.

• Engage with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes.

• Ensures system configuration information is complete, current and accurate.

• Liaises with third-party support services.

• Communicate effectively and negotiate with a broad range of people ranging from engineers through to senior stakeholders.

• Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.

• Assesses and analyses release components. Provides input to scheduling. Ensures release processes and procedures are maintained.

• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

• Ensures current and future collaboration tools are compliant with security and compliance requirements.

• Works on a team on-call rota for business critical applications and services on a rotating shift schedule.

Key requirements

Essential

• M365 Administration, Security, and Compliance

• Microsoft SharePoint Online & Teams Collaboration / External Collaboration

• Microsoft Office / Web

• Microsoft Document Co-Authoring

• Google Workspace Administration, Security and Compliance

• Google Workspace Collaboration (Meet & Chat) / Drive Management

• License Management / Optimisation

Desirable

• Software License Cost Optimisation

• MS Azure, CA Rules, Microsoft Copilot

• MS Power Platform Administration, Security, and Compliance

• Google Cloud Platform, Google Gemini, CA Rules

• Slack Administration, Security, and Compliance

• Document Tools (Kofax, PDFDocs, Adobe Creative Suite)

• Legal tools such as Litera Desktop/Drafting Suite

Desirable Qualifications

• ITIL Service Management Foundation certification (or equivalent)

• MCSA, MCSE, MCP.

• M365 Administrator Expert

• Professional Google Workspace Administrator

Competencies

• Demonstrate ability to work independently and take leadership where required

• Demonstrate ability to work on multiple highly complex projects simultaneously.

• Clear and concise written and oral communication skills

• The ability to build working relationships with a range of people at all levels across the business

• Proactive approach with a 'can-do' attitude

• Identifies and communicates opportunities to improve the way that work is done

• Excellent organisational and time management skills with the ability to manage tasks efficiently and under self-supervision

• Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues

• Excellent customer service skills with a helpful and responsive approach

• Flexible in approach and adaptable to change

• Resilient and calm under pressure

• Motivated, results and delivery focused with a commitment to quality of work

• Takes ownership and actively looks for personal learning and development opportunities

• Demonstrates sound judgement

• A commitment to the highest level of integrity

• Focuses on finding the right solutions and problem solving

• An understanding of working across cultural boundaries

• Demonstrates Being Freshfields principles

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 do not 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 is not 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.

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.