Manager, It Service Management

We have an exciting opportunity for an IT Service Management Manager to join our IT group in Sydney on a 12 month contract.

In this role, your key responsibilities will include:

• Own, develop and evolve all Service Management capabilities as needed including but not limited to core ITIL functions, e.g. Incident Management, Problem Management and Change Management
• Coordinate the activities of the Service Management team to resolve Incidents, focus effort, identify, and prioritise needs
• Establish and maintain a service-oriented culture for all operational support and project responsibilities
• Own, develop, improve and champion ITIL / ITSM processes across the IT organisation and business stakeholders
• Facilitate and where required chair the Change Advisory Board (CAB) meetings
• Facilitate the diagnoses of service delivery issues, including Post Incident Reviews, root cause analysis, capability restrains and co-ordinate actions to resolve and/or improve
• Undertake tool administrative duties including workflow updates, recommendations, Service Catalogue and CMDB implementation and maintenance
• Develop IT Service Reports, scheduling and operation, including associated work with other teams reporting responsibilities

To be successful in this role, you will have:

• Suitable tertiary qualifications in Information Technology or equivalent experience
• Strong team management experience (3+ years), preferably across Global teams.
• Minimum 5 years demonstrable experience in Service Management, including Incident, Problem, Request Fulfillment, Change Request, Service Levels, SACM, ITSCM
• Experience of running a successful Service Transition Team
• Experience chairing Change Advisory Board meetings, Workshops, facilitating discussions and assisting business stakeholders to anticipate future needs and opportunities
• Demonstrated experience in planning for, and supporting the implementation of a Change management project or program,
• Demonstrated experience in identifying, analysing, engaging, and influencing a spectrum of stakeholders
• Candidate must be able to demonstrate proven ability to deliver outstanding service in a high-pressure environment
• Experience of working in a law firm or a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.
• ITIL / ITSM Certification (desired)

Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.

Information technology is responsible for everything information systems-related. That includes:

* technical support: IT helpdesks, asset management (including laptops and mobile devices) and technical training

* infrastructure: networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security

* innovation and technology: driving the increasingly important adoption of technology in new ways

* development: designing and acquiring business applications.

What you can expect from us:

• We're a world leading international law firm with a global team of over 5,000 professionals. As the market leader in Australia, we are committed to high performance, collaboration, diversity and digital innovation. We are client-centred, commercially driven, and renowned for our solution-focused expertise. We will align your growth with our ambitions.
• We make your personal and professional growth our business. And as part of the team, our ambition is yours too. Wherever you are in your career: grow and help the firm grow with you.
• We will provide opportunities to learn on the job as well as a mix of learning opportunities tailored to you. Daily experiences, supportive challenges, team collaboration, mentors, and structured learning opportunities help you to expand your knowledge and reach your goals.
• We value your wellbeing, both at home and work and we place a strong emphasis on mental health. If you need support, you'll have it and we'll empower you to harness your personal strengths, navigate uncertainty, embrace opportunities, and effectively manage things within your control.
• For more benefits on offer such as our 26 weeks paid parental leave, holistic wellbeing fund or home office allowance please click/ copy this link into your browser - https://marketing.hsf.com/20/29354/landing-pages/hsf-benefits.pdf
• Join us to be part of a human, bold and outstanding team at Australia's market leading law firm.

We encourage applications from individuals of diverse backgrounds, including but not limited to First Nations, LGBTIQA+ and neurodivergent individuals, as well as individuals of all ages, cultures, genders, and abilities. We're a safe, inclusive, and equitable workplace and celebrate the diversity of our people.