Global Service Desk Manager

Recruiter
Freshfields Bruckhaus Deringer
Location
Manchester Science Park, UK
Salary
Competitive
Posted
17 Jul 2019
Closes
29 Jul 2019
Ref
1153113984
Sector
Legal
Contract Type
Permanent
Hours
Full Time
Job Description - Global Service Desk Manager (1900004H)Job Description Global Service Desk Manager - (1900004H)Description Freshfields Overview

Freshfields Bruckhaus Deringer LLP is a global law firm with a long-standing track record of successfully supporting the world's leading national and multinational corporations, financial institutions and governments on ground-breaking and business-critical mandates.
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.
We think and work globally - we don't 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 isn't 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.

Location Overview

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. Our Centre in Manchester is the first site to be established in the emerging Freshfields Global operating model. Our aspiration is to establish further sites in the US and Asia-Pacific in the coming years.

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. Qualifications Role Purpose

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.

The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely.
The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices.

Key Responsibilities and Deliverables

As the Global Service Desk Manager you will be responsible for the operational execution of the Global Service Desk, leading the implementation and maturity of Services and Teams, utilising best practice. In addition to this you will also be responsible for the following:

Overall management of the 24*7 Global Service Desk with line management of Service Desk Team Leads and Service Desk staff. Ensuring that the Service Desk provides quality call handling and incident and service request progression supporting the provision of all Technology services;Ensuring Technology services are delivered in a repeatable way that exceeds customer expectations, including the provision of progress and updates of any in-flight service requests;Managing the Global Technology and Innovation (GT&I) Service Desk function to ensure that delivery of all Technology services delivered from this critical touch point are highly responsive and communicative, effectively prioritised and timely;Stakeholder Management - Ability to juggle different stakeholder groups and requirements at the same time. This role will require specific Senior Stakeholder management skills;Drive the design, development, maintenance and adoption of service desk support tools and processes - including the Service Catalogue, ITSM tool, Self Service, Orchestration and Automation;Drive continuous improvement to support engagement, efficiency and collaboration across the GT&I Service Delivery function by driving simplification and automation to maximise outcomes for the Firm. Clearly articulating and illustrating business cases where required;Develop the Service Desk team professionally by acting as a role model: guiding, coaching, delegating and developing with appropriate performance management to maximise performance and engagement.Maintain effective internal customer alignment through a strong understanding of your customers and their strategies, environments and support requirements and match the service delivery and development accordingly;Create a Service Improvement Plan for your area and ensure this is clearly understood and communicated through regular Service Review meetings and events;Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements;Maintain Service quality levels, overseeing diverse and complex customer service events that require drive and focus to resolve;Ensure the provision of an appropriate Out of hours/On Call Cover 24*7 service for escalations;Work closely with and support Senior Stakeholders with both day to day and transformative activities. Deputising for the Senior Service Manager as appropriate.

Key Requirements

Essential
Experience across multiple organisations at a Service Desk Manager levelExtensive knowledge and experience of ITSM methodologies and implementation, with a clear vision for the future of Service Management, inspiring others to work towards that vision;Leadership qualities capable of driving the performance of the IT Service Desk;Strong ability to train, develop, motivate and mentor and support team members in correspondence with company and departmental objectivesAble to build excellent relationships at a senior level both internally and externally. Senior Management stakeholder skills and not be afraid to challenge are key;Influence - Influences customers, suppliers and stakeholders at all levels. Takes responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism;Makes decisions which influence the success of projects and team objectives.Engage with the business to understand service needs and prioritise business requirements accordingly;Experience of building and maintaining strong customer relationships;Proven record in people management and development opportunities;Ability to mitigate risks and manage issues to resolution.
Desirable
Successfully led teams through culture and organisational changes to deliver a higher level of service to the business;Ability to analyse and interpret metrics in order to drive the service;To keep abreast of the latest technologies and changes in the Service Delivery arena;Maintain and drive a positive working environment.

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.
Job: Information TechnologySchedule: Full-timeShift: Day JobEmployee Status: RegularJob Type: StandardJob Posting: Apr 18, 2019, 11:23:07 AM

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