Service Design & Transition Manager

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Role Purpose

GT&I manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.The Service Transition function (within the Service Assurance & Transition Team) is responsible for the GT&I management and coordination of the all Service Design and Transition activities , processes, systems and functions deliver any project from idea to live delivery.Key Responsibilities and DeliverablesOwnership and governance around the Service Design and Transition processes;Ownership for the management, resourcing requirements and tracking of the pipeline and in flight workload;Responsible for all the contract resource Transition Managers / Service Architect and the management of their workload to ensure they are delivering in line with process and against timescales;Deliver Service Transition Projects (managing risk, governance, quality assurance, issue resolution, reporting, plans), where the successful implementation of service resource skills and processes are just as critical to project success as technology;Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables;Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues;Ensure commercial project milestones are agreed and published and that invoices are raised with reference to these dates and/or on completion of deliverables;Ensure the Service Design is mapped out with consideration to the existing operating model to determine any gaps and changes / additions which may be required.Key Requirements EssentialExperience of project delivery in all aspects of the Service Transition Lifecycle Management for the introduction of managed support services, specific examples include systems and network management, cloud services, hardware maintenance and site services;Experience and knowledge of the key Service Transition functions including; Change Management, Configuration Management, Release Management and Knowledge Management;Experience of developing new processes and procedures that may be required during the transition;Developed communication and diplomacy skills with an ability to persuade and influence client and stakeholder relationships;Demonstrable experience and capability to manage projects autonomously;Experience of managing, direct or matrix, technical resource and other resource assigned to a Service Transition;Experience in managing deliverables via 3rd party vendors;Commercial experience in the management of projects to budgetary constraints and where effective commercial change control has been incorporated;Experience of leading and managing large global teams within a demanding environment;Experience in designing, implementing and continually improving operational processes within the ITIL framework;Working knowledge of ITIL/Service Management best practice.TechnicalITIL v3 Service Management Foundation Certificate (or equivalent);Knowledge of service management tools;ITIL v3 Intermediate Service Operations - desirable;ITIL v3 Intermediate Service Strategy - desirable;ITIL v3 Intermediate Service Design - desirable;ITIL v3 Intermediate Service Transition - desirable;Law firm experience - desirable;ITIL v3 Intermediate Continual Service Improvement - desirable.Function OverviewThe 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. InclusionFreshfields 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.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.