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Service Design & Transition Manager

Freshfields Bruckhaus Deringer
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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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 Deliverables
  • Ownership 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

  • Experience 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.

  • ITIL 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 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 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 most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.

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. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:
  • we show respect to everyone
  • we are there for one another
  • we are open with each other
  • we are positive role models

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.

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.

Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.


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.

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.
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