IT Service Management Sme

3 weeks ago

Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.

Our Newcastle Office is currently recruiting for a **IT Service Management SME**. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. We celebrate multiple approaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.

**The Role**

The **EMEA IT Service Management Team** [ITSM] at Norton Rose Fulbright, is expanding the scope of work undertaken in IT Governance. We are a newly formed team who are developing and helping the firm deliver new capabilities in IT Service Management.

As a result the EMEA IT Department is looking for a highly motivated individual to join the team as an **IT** **Service Management SME**. This is a hands-on role that involves designing processes and implementing tools to enable service management and monitoring, to ensure optimal service delivery and ensure that all issues raised are resolved in accordance with the applicable procedures and Service Level Requirements.

ITSM promotes ITIL best practice across the full lifecycle of all IT Services. This includes, but is not limited to, Problem Management, Change Enablement, Major Incident and Incident Management, Service Request Management, Release Management, Asset & Config Management and Service Design & Transition. We are focussed on the existing and planned IT Services listed in the Service Catalogue and changing the culture around all things ITSM at NRF.

**Key Responsibilities**

Essential functions of the position include but are not limited to the following; other duties may be assigned:

- You will need to be aware of ITIL-based ITSM functions, practices and processes, understand the relationship between each and how they all interact
- Managing the practices and processes, with support and guidance from the IT Service Management Manager, you'll be responsible for ensuring the impact of every element of project or developmental change is considered from inception to closure, leaving any existing, new or amended IT Services in a fully supportable and maintainable state, after implementation
- Create new process and capabilities, while analysing and further developing existing processes, practices and functions
- Working across all areas of the EMEA ITSM Team's areas of responsibility, you will embed effective and efficient Service Management for the EMEA region, procedurally and culturally, using ServiceNow, as the central hub for all things Service Management
- As an ITSM advocate, you will promote the benefits of ITSM, training and refreshing colleagues knowledge as necessary
- Develop, monitor and manage service delivery SLAs, KPIs & CSFs
- Facilitate the transition of all aspects of change, from inception, through transition to service management, where business-as-usual support services are delivered by the EMEA Service Desk and support teams, by ensuring that all Services [existing, amended or new] are fit-for-purpose and fully supportable

**Skills & Experience Required**
- A minimum of 5 years' experience working in an IT Service Management environment, providing an IT Governance service within a complex and diverse organisation. More specifically experience or knowledge of:

- Major Incidents
- Incident Management
- Change Enablement
- Release Management
- IT Asset & Configuration Management
- Service Design & Transition
- Problem Management
- Service Request Management
- ITIL v3/4 Service Management Foundation qualifications are essential; further training will be provided
- Demonstrable experience of data analysis, excellent numeracy, analytical and reporting skills
- You will need well developed presentation, collaboration and influencing skills, in order to promote Service Management, within IT and throughout the wider organisation
- A background in an international Legal environment is preferred, but not essential
- You should be a highly self-motivated self-starter, who undertakes all activities to the highest professional standard
- Demonstrable experience and aptitude in working in a large organisation where effective and robust negotiating skills are used, while maintaining excellent working relationships with all stakeholders across international locations and diverse cultures
- Sufficient technical background to understand the different architectures of the core systems, and to appreciate the business and user impact of new technologies
- An attention to detail and able to demonstrate an understanding of the need for standards and governance in IT
- The ability to plan, prioritise, organise work and be able to meet tight deadlines is crucial
- Experience of using plans and working with PMO / project managers
- An adaptable and flexible attitude towards the demands of the job
- Ability to manage ambiguity, and often conflicting priorities
- The ability to work

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