What we will offer
We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all-round performance.
You can expect:
* A competitive salary and a host of family-friendly policies.
* Life assurance, private health, and dental care for you and your family.
* A range of flexible benefits including gym discounts and retail vouchers.
* Tech, cycle, and electric car schemes.
* The opportunity to support the firms charity through volunteering leave.
* A wellbeing strategy focusing on preventative measures to maintain overall health.
Team Structure
This role will be reporting to the IT Service Manager and will govern all IT staff on their adherence to Service Management policies and processes.
Main Responsibilities
Incident & Problem Management
* Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity.
* Supporting weekly Service Forum meetings and providing reports for agreed KPIs.
* Chairing Problem Review meetings and supporting Biweekly Problem Forum.
* Working in conjunction with the Service Desk Team Leader and IT System Engineers Team Leaders to drive improvements.
* Ensure proactive and reactive Problem Tasks are actioned in a timely manner.
Major Incident
* Overall ownership of the Incident until resolution.
* Chairing Major Incident Review meetings and providing Post Incident Reports to Leadership when requested.
Change Management
* Managing Requests for Change and producing detailed Post Implementation Reviews.
* Chairing weekly CAB meetings.
Asset Management
* Supporting the implementation of IT Asset Management processes.
* Providing software compliance reporting.
Capacity Management, Event Management
* Supporting the design and implementation of IT Capacity & Event Management processes.
Service Reporting & Governance
* Supporting the implementation of best practice processes and producing reports for management.
Other
* Working collaboratively with the team to help shape and implement new ITSM policies.
* Train new members of Technology on ServiceNow processes.
* Administrator of the ServiceNow Platform.
Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely.
Attributes/Skills Required
* Able to work under pressure and prioritise conflicting demands.
* Self-motivated with good organisational and time management skills.
* Ability to develop and maintain good working relationships.
* Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.
* Experience in preparing documentation and guidance for others.
* Experience with ServiceNow administration and development.
This job description is indicative only and does not represent an exhaustive list of responsibilities.
We are an equal opportunity employer, committed to having a diverse workforce.
About the Firm
With 8 offices worldwide and our headquarters based in London, Stephenson Harwood is a law firm where our people are committed to achieving the goals of our clients.
Our values include individuality, commitment, teamwork, and straight talking.
Our vision into 2026 is to be a successful firm where talented people work together in an entrepreneurial environment.
J-18808-Ljbffr