Service Management SME

Job Description

Were Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.Our Newcastle Hub is currently recruiting for a Service Management SME. As well as the relevant skills and experience, were looking for people who are innovative, commercial and value the work that they do. We celebrate multiple approaches and points ofview and believe diversity drives innovation, so were building a culture where difference is valued.Our office is based right next to the Tyne Bridge and within striking distance of the City Centre and although we are all working remotely currently, longer term we are proud to offer a hybrid working model retaining the best elements of remote and in-officeworking to create a culture of high performance though flexibility and encouraging a healthy work/life balance of working arrangements.The RoleThe EMEA Service Management Team [SMT] at Norton Rose Fulbright, is expanding both in terms of scope and the quantity of work undertaken. As a result the EMEA IT Department is looking for a highly motivated individual to join the team as a Service ManagementSME.SMT promotes ITIL best practice across the full lifecycle of all IT Services. This includes Problem Management, Change Management, Major Incident Management, Incident Management, Request Fulfillment, Release Management, SACM, and Service Design & Transitionfor the EMEA region. We are focussed around the IT Services listed in the Service Catalogue.Key Responsibilities:The sucessful candidate will be required to carry out the below:

• Be conversant in the majority of the ITIL-based processes within ITSM, having hands-on experience of each, understanding the relationship between them and how they all interact within the Service Management Lifecycle.
• Manage the function and projects on their own, with support and guidance from the Service Management Manager. They will be responsible for ensuring that the impact of every element of the lifecycle of developmental change is considered, from inception toclosure, leaving any existing, new or amended IT Services in a fully supportable state.
• Some of the ITIL disciplines will need to be re-worked, amended or implemented from scratch, as part of the SMEs remit.
• Work across all areas of EMEA SMTs remit. They will embed effective and efficient Service Management for the EMEA region, procedurally and culturally, using ServiceNow, our ITSM tool, as the central hub for all things service management.
• Have well developed presentation and influencing skills in order to promote service management both within IT and in the wider organisation too.
• Project Management - Facilitate the transition of all aspects of change, from project inception, through transition to service management, where business-as-usual support services are delivered by the EMEA Service Desk and support teams, by ensuring thatall Services [existing, amended or new] are fit-for-purpose and fully supportable.

Skills & Experience Required

• Minimum of 5 years experience working in an IT Service Management environment within a complex and diverse organisation providing IT support services; more specifically experience within, or knowledge of:
  • Major Incident & Incident Management
  • Change & Release Management
  • SACM
  • Service Design & Transition
  • Problem Management
  • Request Fulfillment
• Qualifications in the ITIL Service Management functions are preferred
• Demonstrable experience of data analysis, excellent numeracy, analytical and reporting skills
• A background in an international Legal environment is preferred, but not essential
• 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 understand the different architectures of the core systems, and to understand the business and user impact of new technologies
• Significant experience of using ITIL processes in a IT Service Management capacity
• A willingness to learn, adapt and achieve formal ITIL qualifications
• Attention to detail and demonstrates an understanding of the need for standards in IT
• The ability to plan, prioritise, organise work and be flexible to meet tight deadlines
• Experience of using project plans and working with PMO / project managers
• An adaptable and flexible attitude towards the demands of their job
• Ability to manage ambiguity and often conflicting priorities
• The ability to work within, and contribute to, a team environment, and to take forward work on your own initiative
• Excellent analysis and problem-solving skills
• Able to communicate effectively with both technical and non-technical colleagues at all levels for the firm, both verbally and using written communications
• The ability to build and maintain effective working relationships with customers, users and colleagues within the team

Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offerrange of competitive benefits including:

• 25 days hols + Bank hols
• GP Service,Bupa
• Healthcare
• Pension
• Flexible working.

In addition, we are proud of our established health and wellbeing programme which supports our employees through mental, physical and lifestyle challenges.Norton Rose Fulbright is committed to promoting a diverse workforce and an inclusive workplace where everyone can realise their full potential and career ambitions on the basis of merit and skill. We offer a range of family friendly and inclusive employmentpolicies, flexible working arrangements, and employee networks.