Global Head of Service & Operations

Recruiter
FRESHFIELDS BRUCKHAUS DERINGER
Location
Manchester Science Park, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
20 Aug 2019
Ref
1236762878
Sector
Legal
Contract Type
Permanent
Hours
Full Time
Job Description - Global Head of Service & Operations (190000BB)Job Description Global Head of Service & Operations - (190000BB)Description Freshfields
Overview Freshfields Bruckhaus
Deringer is a major international law firm, providing business law advice of
the highest quality. We want to be the law firm that clients turn to for legal
advice where it matters most, wherever in the world that may be. We deliver
seamless service across borders, cultures and languages, and the launch of the
Freshfields Global Centre (Europe) is central to this vision.
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
OverviewThe
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.Global
Technology & InnovationOur primary goal is to enable great client service through digital
technology & innovation. To this end we are working closely with teams
across the firm to better understand their needs and to help us provide the
digitally enabled tools and services that they need to be productive and
service clients effectively. And through our Digital Transformation we will
deliver fit for the future technology aligned with the firm's strategy. Qualifications Role
summary/purpose of jobReporting to the Global
CDTO, the Global Head of Service & Operations will sit on the Global
Technology and Innovation Leadership Team (GT&I LT). The role will be
accountable for the global delivery of service operations, lifecycle
management and maintenance of our technology and digital estate, covering
systems, end user computing and infrastructure. The role will work
closely with the CDTO and the GT&I
LT. With engagement across all levels of the firm including Partners, the
firm's management teams and individual lawyers, this person will manage and
drive the Service & Operations team to ensure that the Global Technology
function understands the needs of the business, and the impact of wider
technology and digital trends on the firm. Key objectives for the role in relation to the remit include:improve technology performance and end-user
satisfaction, ensuring systems performance and service level requirements are metdeliver
business as usual change on time and to expectationsmanage
needs, priorities, dependencies, risk and required mitigationsdeliver continuous improvementmanage the
workforce and delivery partners to balance supply and demand, also managing key
strategic relationshipsdrive a
culture of collaboration, knowledge sharing and best practice deliveryThe role will need to work
closely with digital innovation, change delivery and regional teams to deliver
the required service, aligning with both enterprise and iterative ways of
working as is required.The role requires a
strategic but pragmatic person with strong engagement and communications
skills. This person must balance and drive the ever increasing technology
change in the market place with best practice. Operational attention to detail
will be key.Key
responsibilities and deliverablesThe Global Head of Service & Operations will lead a
number of teams and will:Be
accountable for the global delivery of service operations, lifecycle management
and maintenance of our technology and digital estate, covering systems, end
user computing and infrastructure.Develop strong
and sustainable relationships with the business, technology management and
stakeholders to prioritise and validate 'a', including fee earners and business
teamsManage the
workforce and delivery partners with respect to 'a', ensuring their engagement,
performance and cost effectivenessEnsure the
right processes, automation and tooling are in place in support of 'a', to
increase efficiency, reduce manual process and errors, improve responsiveness
and reduce costDefine
strategic roadmaps that firm how the evolution and improvement of Service &
Operations aligns with Digital TransformationEnsure
appropriate governance, management controls, monitoring and reporting are in
place in regard to the above, including the management and reporting of riskOptimise
the Service & Ops operating model, best practice working processes and
training that close capability gaps and deliver more efficient and agile ways
of workingEnsure appropriate business
continuity is in place to minimise impact of major outagesOther areas of focusDevelop
and embed a mature service management processes based on the ITIL framework to
achieve the optimal delivery of services, utilising the shared service centre
to its best advantageEmbed
a culture of continuous improvement via operational reviews, balanced
scorecards and DevOps methodology.
Understanding what is important to the business and improving
performance based on data and KPI'sEnsure
robust contingency, risk management and business continuity plans are in placePeople and Functional
ManagementLead,
manage and develop direct reports, ensuring regular 1-1's and team meetings are
held to promote good communication and maintenance of team performance &
moraleWork
collaboratively and effectively with a global dispersed group of peers Maintain
adherence to firm policies and proceduresSet
and manage own function's budget with regular trackingDrive
a culture based on a common purpose, client service and continuous improvement Key
requirementsDemonstrable
experience leading a major function in a large, global organisation with dispersed and / or cross functional teamsProven
track record of overseeing the provision of high quality, highly resilient,
flexible and high performing technology infrastructure services that are
aligned to business requirementsSignificant business/industry experience including
systems lifecycle management, infrastructure planning and operationsDemonstrable
track record of successful senior leadership roles, ideally leading business
enabled business transformation in large organisations.Significant
leadership credentials to lead and shape the Service & Operations team and
move the wider technology organisation to the future state during a time of
significant change and capability developmentA track
record of delivering large and complex technology change programs in mission
critical, IT service environments to time, quality and budget, acting as sponsor, stakeholder, steering group
memberStrong
influencing and stakeholder management skills to work effectively with the
executive, the technology SLT and their teams, vendors and business
stakeholders, including the gravitas and strength of character to appropriately
challenge and hold to account Experience
of managing and developing strategic relationships with external vendors to achieve the best
possible value and serviceAbility
to explain technology to a non-technical audience is criticalAbility
to see the bigger picture over the detailAbility
to build and use an external professional networkA
high level of commercial acumen. Prior
experience of managing a large global budget.
understanding of Total Cost of Ownership and experience of providing
financial analysis on services for stakeholders and planning purposesManaging
and developing high performing and highly engaged teams.

DesirableExperience
of a "partnership" environment and the associated dynamics and legal sector
experience would be desirable Managed
mature service management processes based on the ITIL frameworkKnowledge
and experience of Lean Six Sigma methodologySolid
understanding of development techniques, traditional and use of agile
methodologiesKnowledge
and experience of DevOps methodology and running effective teams that operate
in this wayGood
working knowledge of a project delivery methodologies such as PRINCE2 or PMPExperience
with use of external services and outsourcing as part of a successful service
delivery strategyIn
depth knowledge and experience of cloud based services and using them securelyFreshfields 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: Aug 9, 2019, 2:39:28 PM

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