IT Change and Release Manager

Recruiter
FRESHFIELDS BRUCKHAUS DERINGER
Location
Manchester Science Park, UK
Salary
Competitive
Posted
02 Oct 2019
Closes
13 Oct 2019
Ref
1266816478
Contract Type
Permanent
Hours
Full Time
Job Description - IT Change and Release Manager (190000DC)Job Description IT Change and Release Manager - (190000DC)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
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.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. Our aspiration is to
establish one / two further sites in addition to this first site in Manchester
giving our lawyers the worldwide 24/7 support they need to deliver excellent
client service.You will be joining us at
the start of this initiative, and helping to shape this new and exciting way of
delivering our global services. Whatever your area of expertise, this is a
place where you can be yourself and really flourish.The
Global Technology DepartmentOur primary goal in Global Technology is to enable exceptional client
service through technology. We work closely with all teams across the firm to
understand their technology needs and provide the tools and services that they
need to be productive and service clients effectively. Through the Technology
Roadmap that we maintain we coordinate technology initiatives across the firm
and ensure alignment with firm strategy.The Global Centre (Europe) serves as our new base for the central IT
team and we have recently established our IT Service Desk, Testing and Service
Operations teams in this new location. We are continuing to build the team in
the Centre to ensure the global delivery of high quality and consistent IT
services in an efficient manner.We operate as a truly global team with the central team working closely
with regional colleagues in most of our offices. We are responsible for all
aspects of technology and communications within the firm.About Service
and Transformation FunctionThe Service and Transformation function is responsible for the operation
and delivery of technology change (transformation) at Freshfields. The function
operates on the concepts of “DevOps” to accelerate the delivery of change
through the resources within the function working on projects and initiatives whilst
supporting existing and new systems within the firm.Like all large organisations Freshfields has legacy systems as well as
embarking on a five year IT roadmap to transform the firm delivering legal
services using new technologies, embracing cloud and XaaS platforms. To deliver
this ambitious plan, a DevOps model has been adopted to accelerate the delivery
of change. The DevOps approach will be tailored to meet the different
requirements and challenges of maintaining both legacy systems and developing
new applications and services. Qualifications Role
summary/purpose of jobThe IT Change and Release Manager oversees the management, maintenance
and improvement of all activities within the ITIL Change and Release Management
processes in order to ensure the integrity and stability of existing and new
services.Key
responsibilities and deliverablesAccountable for release
processes including product releases, maintenance releases and services
engagementsAct as a point of
escalation for all IT Change and Release Management activities related to a
specified releaseIdentifies, assesses
and mitigates risks to the success of the changesAnalyses change and
resource conflicts across the change schedulesManages the change
control procedure gaining agreement for revisions to the project from project
stakeholders and ensure full impact of significant changes are understood by
project stakeholdersProvide reports on
key Change and Release Management plans, metrics, risks and issues, own the
regular management reporting for the specified change/release and drive
continuous improvementChair of the Change
Advisory Board (CAB)Formalised CAB
process with scheduled regularity and fully documented outcomesManagement and
publication of the Forward Schedule of ChangeManagement and
publication of Emergency ChangesResponsible for
quality of Request for Change (RFC)Work with all teams
to enable successful changes and scheduling of these to completion.Any other tasks as
requiredKey
requirementsEssential SkillsIT
and Change/Release Management knowledge and experienceExcellent
dependency management and risk management skillsAbility
to lead teams across multi-functional boundariesExcellent
ability to manage customer relationships, their expectations (and define
acceptance criteria), to understand requirements of business and customer to
ensure they are translated into technical deliveryPrior
experience of working in a global teamProficient
English language skillsEducated
to degree level or with equivalent industry experienceWorking
knowledge of ITIL/Service Management best practiceProven
track record in managing the ITIL Change Management process in a large
environmentReporting
to all levels on summary and progress reportsPrevious
process embedding and maturationDemonstrable
understanding of key Service Management ideas, directions, and pitfallsProblem
solving & decision makingStakeholder
managementDesirable
SkilsLaw
firm experiencePrevious
experience of ServiceNowTechnicalITILv3
Service Management Foundation CertificateITIL
Practitioner level qualified in 1 or more disciplineKnowledge
of service management toolsCompetenciesClear
and concise written and oral communication skills including progress and
summary reporting, can flex style to suit difference audiences. The
ability to build working relationships with stakeholders and a range of people
at all levels.Proactive
approach with a 'can-do' attitude.Identifies
and communicates opportunities to improve the way that work is done. Excellent
organisational and time management skills with the ability to manage tasks
efficiently. Works
successfully as part of a team, sharing knowledge, collaborating with and
supporting colleagues.Excellent
customer service skills with a helpful and responsive approach.Flexible
in approach and adaptable to change. Resilient
and calm under pressure. Motivated,
results and delivery focused with a commitment to quality of work. Takes
ownership and actively looks for personal learning and development
opportunities.Demonstrates
sound judgement. Commitment
to the highest level of integrity.Focus
on finding the right solutions, managing risks and problem solving. A
self-motivated approach with good evidence of self-reliance, use of initiative,
and clear, logical, analytical thinking.Strong
time management and organisational skills.An
understanding of working across cultural boundaries.Inclusion
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: Sep 17, 2019, 9:58:12 AM

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