Service Management SME

Job Description

Practice Group / Department: IT Regional - Service Delivery & Management - Newcastle Job Description Were Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, werelooking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realizetheir full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work fromboth the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s healthand overall wellbeing. The TeamDo you want to join a vibrant, growing, and fun IT Team, where you’ll be given the space and opportunity to thrive and develop A place that has a fun and exciting social scene, along with a group of people who are dedicated and have the drive to succeed…If so, our Newcastle Office is currently recruiting for an IT Service Management Specialist. As well as the relevant skills and experience, were looking for people who are innovative, commercial and value the work that they do. We celebratemultiple approaches and points of view and believe diversity drives innovation, so were building a culture where difference is valued.The RoleThe EMEA IT Service Management [ITSM] Team at Norton Rose Fulbright, is expanding the scope of work undertaken in IT Governance.As a result, the EMEA IT Department is looking for a highly capable, experienced and motivated individual to join the team as an IT Service Management Subject Matter Expert (SME). This is a hands-on role that involves designing / improving processes and implementing tools to enable service management and monitoring. Ensuring optimal service delivery and confirming all issuesraised are resolved in accordance with the applicable procedures and Service Level Requirements.ITSM promotes ITIL best practice across the full lifecycle of all IT Services. This includes, but is not limited to, Problem Management, Change Enablement, Major Incident and Incident Management, Service Request Management, Release Management, IT AssetManagement, Config Management, along with Service Design & Transition.We are focussed on the existing and planned IT Services listed in the Service Catalogue, changing the culture around all things ITSM across the EMEA IT function, all while increasing the ‘maturity’ of ITSM in the region.Key Responsibilities Essential functions of the position include but are not limited to the following [other duties may be assigned]:

• You will need to be aware of all ITIL-based ITSM functions, practices, and processes, understanding the relationship between each, how they all interact and complement each other
• Managing the practices and processes, with support and guidance from the EMEA IT Service Management Manager, you’ll be responsible for ensuring the impact of every element of project or developmental change is considered from inception to closure, leavingany existing, new, or amended IT Services in a fully supportable and maintainable state, after implementation
• Create new process and capabilities, while analysing and further developing existing processes, practices, and functions
• Working across all areas of the EMEA ITSM Team’s responsibility, you will embed effective and efficient Service Management, procedurally and culturally, using ServiceNow as the central hub for all things Service Management
• As an ITSM advocate, you will promote the benefits of ITSM, training and refreshing colleagues’ knowledge as and when necessary
• Develop, monitor, and manage service delivery SLAs, KPIs & CSFs
• You will facilitate the transition of all aspects of change, from inception, through transition, to service operation, where business-as-usual is delivered by the EMEA Service Delivery, ensuring that all IT Services [existing, amended, or new] are fit-for-purpose,supportable and maintainable

Key Skills and Experience

A minimum of 5 years experience working in an IT Service Management environment, in which you have provided an IT Governance service within a complex and diverse organisation

More specifically, vast experience and detailed knowledge of the following ITIL Processes is essential:

• Major Incident Management
• Incident Management
• Change Enablement
• Release Management
• IT Asset & Configuration Management [CMDB]
• Service Design & Transition
• Problem Management
• Service Request Management

ITIL v3 & 4 Service Management Foundation qualifications are essential; further training will be provided

Advanced Service Management accreditations are preferred

Demonstrable experience of data analysis, excellent numeracy, analytical and reporting skills

You will need well developed presentation, collaboration and influencing skills, to promote Service Management, within IT and throughout the wider organisation

A background in an international Legal environment is preferred, but not essential

You should be a highly self-motivated self-starter, who undertakes all activities to the highest professional standard

Demonstrable experience and aptitude in working in a large organisation where effective and robust negotiating skills are used, while maintaining excellent working relationships with all stakeholders across international locations and diverse cultures

Sufficient technical background to enable an understanding different architectures of core systems, to appreciate the business and user impact of new technologies

Attention to detail and able to demonstrate an in-depth /understanding of the need for standards and effective governance in IT

The ability to plan, prioritise, organise work and be able to meet tight deadlines, is crucial

Experience of using project plans and working with Project Management Office

An adaptable and flexible attitude towards the demands of the jobAbility to manage ambiguity, and often conflicting priorit