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Service Manager

Premium Job From Freshfields
Recruiter: Freshfields
Listed on: 3rd September
Location: Manchester
Salary Notes: Negotiable
Type: Permanent

Role summary/purpose of job

The Service Manager has responsibility for defining and creating the global service, developing the reliability and performance of the services in line with the business requirements, and managing the overall service lifecycle within an agile environment. This includes stability, performance, capability, risk acceptance and analysis of the services.

Developing a deep understanding of what is important to the service, you will be prioritising and driving improvements, key business initiatives and resolution of service related issues through established strong relationships with your key stakeholders and all of the technical teams.

Key responsibilities and deliverables

  • Ensure globally consistent high quality delivery of IT services within all regions, in line with business expectations;
  • Development and implementation of the Service Catalogue and the global IT service model to achieve the optimal delivery of services;
  • Continuous review of the Service Management function and processes, driving a service culture with the appropriate level of controls to protect and support live services and an agile continuous integration delivery model;
  • Benchmark service against appropriate comparators;
  • Create, agree and maintain SLAs and OLAs alongside appropriate risk acceptances;
  • Manage inventory and vendors related to service;
  • Ensures all internal resource and personnel are managed in-line with company policy and process;
  • Participation in 24/7/365 out of hours IT MI support rota;
  • Input into plans for future service, liaising with all relevant stakeholders to understand the changing and future requirements of the services; and
  • Ensure new services are transitioned into the live environment smoothly and with minimal impact to existing services and appropriate support model in place.

Key requirements

  • Demonstrable experience of establishing strong working relationships with technical teams, stakeholders and third parties;
  • Experience of ITIL processes;
  • Experience of developing and maintaining a Service Catalogue and SLAs;
  • Ability to understand and explain IT solutions and issues to a non-technical audience is critical. IT understanding should also be sufficient to credibly engage with the teams.

Key Competencies

  • Can generate solutions from complex problems;
  • Excellent facilitation ability;
  • Sound commercial acumen;
  • Excellent stakeholder management;
  • Decisive and calm in a crises;
  • Continually seeks improvement.

Function Overview

The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services.


Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of 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. Please note that, in line with the requirements of the UK Border Agency, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EEA candidate can fill the position.

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.

Contact Name:
Reference: TJ/6199/2100000H_1630661352
Job ID: 2974292

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