Objective:
Working with the Global ISS Service Manager in the day to day relationship with the firm’s local user base ensuring effective communication of key changes to the production environment
Influencing the ISS organisation in the effective management of demand and prioritisation of resources and services on behalf of the lawyers in the offices and region
Effective and efficient supplier and resource management for local support managed and outsourced services
Helping the Senior ISS Management team with the implementation of the Global ISS Business Plan
Key responsibilities and challenges
Implement and adhere to the key principles of business engagement with direct and virtual teams to provide world class relationship management through best practice (e.g. stakeholder maps, proactive engagement plans)
The ITSM will work closely with the Engagement Team and customer to understand requirements needs so that they:
Proactively provide ideas to customers to help derive greater business benefit from the use of existing and new technologies
Provide an initial assessment on the viability and scale of specific customer requirements
Bring the requirement into the Pipeline process while remaining the key point of contact for the customer
Analyse and identify opportunities where ISS can contribute to the firm’s goals and those of regional and local offices, maximise new opportunities and improve efficiencies or reduce costs for the lawyers
Work with key stakeholders to ensure that all products, processes and service offerings are aligned with local needs and legislative requirements and, where not, drive the requirements as required. Additionally facilitating between the users and ISS agreeing dates and times for key user impacting changes
Be a trusted advisor for the key stakeholders and the ITSM team
Produce a monthly heat map of the service provided in the UK
Help to ensure new projects and processes are designed with service in mind by active participation in the ISS project process. Specifically, provide guidance on priority and implementation timing for a user perspective
The successful candidate will have financial responsibilities
Service Management
Understand the users’ service requirements and expectations and help drive ISS to not only meet, but exceed these wherever possible. Additionally supporting the operational excellence programme in its drive for continuous service improvement
Create and monitor performance metrics to ensure we deliver against user expectations and where not take appropriate actions
Provide the timely data for the ITSM service monthly scorecard
Form an integral part of the change process, being the voice of the customer
Act as the point of escalation for IT incidents, complaints and queries for lawyers and Business Services
Represent your customers at the Service Delivery Service Forum and within ISS to ensure continuous improvement of services and service levels
Vendor Management
On-going management of external suppliers locally reporting to global sponsor on a regular basis via structured reporting
Strategies
Understand and ensure the local teams are aligned and supporting the firm’s strategies. Influence these as appropriate with the knowledge gained by ongoing engagement
Help to proactively develop policies and best practice guidelines and ensure their adherence
Communications
Responsible for high quality, consistent clear and regular communications
Promote the services and the products of the ISS department, including where required, demonstrations and presentation of roadmaps.
Within ISS, continually seek to improve and maintain global awareness, understanding of the customer and the commercial environment that they now operate within Produce value add communication which informs the firm’s users of best practice, issues and, when required, projects in a timely and informative way
Skills/ Experience/ Qualifications Required
Practical experience
Commercial Skills
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