Head of IT Service Management (ITSM)
Norton Rose Fulbright
13d ago

Head of IT Service Management (ITSM)

The Function

IT Service Management is part of Global IT Services, operating across all shared and regional IT services. Adopting an ITIL-

led approach, the function leads the ITSM lifecycle along with the integration of the firms federated IT service functions, assuring overall operational effectiveness and value.

This central function, prioritises firm-wide benefits, operating a single common process framework and toolset including ServiceNow™

The Role

The role is a core member of Global IT Service leadership, and reports to the Global Head of IT Services. The role leads the firms distributed IT Service Management organization, owning the ITSM strategy, process and operating model.

The role will partner closely with shared and regional service delivery heads, CTO and CISO functions and region CIO’s.

  • The role holder will;
  • Lead the strategic development of the IT Service Integration and Management (SIAM) to enable IT and business strategy.
  • Lead and manage the firms IT Service Management teams and suppliers to optimize business benefit.
  • Drive the development and governance of ITSM process e.g. change, incident, problem etc along with associated tooling, training, reporting and controls
  • Assure delivery of shared and regional service performance including development of reporting regime, KPI’s, user surveys and establish a transparent culture of continual improvement
  • Facilitate the development of the shared service strategy & roadmap in conjunction with global delivery leadership and the CTO group.
  • Contribute to and sign-off all shared service business cases

  • Develop the market for shared services including building the brand of shared IT through effective stakeholder and customer communication and engagement
  • Ensure effective management of all shared services and associated obligations and that stretch development targets are set, reported and achieved
  • As part of the service strategy work alongside service delivery leads and VMO to develop the NRF IT service sourcing strategy and roadmap optimizing integration benefits
  • Develop and manage Service Design and Transition for shared services, aligned with the project lifecycle / PMO ensuring effective IT engagement from business-case to operate
  • Define and manage the ITSM process tools roadmap with a focus on global standards and rationalisation (e.g. Service Now) and associated underpinning tools
  • Work with IT finance and service owners to develop effective financial plans and recharging models to ensure effective operation and business benefits
  • Professional experience

  • Extensive senior IT management experience within large captive and outsourced IT operations in globally federated corporations
  • Strong ITSM domain expertise (ITIL management qualified) with experience of delivering capability transformation both direct and indirect managed resource
  • Experienced in strategic planning and IT transformation
  • Enterprise-scale (>
  • 5000 end users) service outsourcing and integration

  • Strong strategic planning, communications and stakeholder management skills
  • Experience of large scale IT and business change including integrations and mergers
  • Competencies

  • Demonstrated ability to build trust and strong cross-functional relationships across a global organization to achieve common goals
  • Vision and domain technical expertise to create and lead the service management and shared services strategy
  • Programmatic approach to improvement and transformation
  • An inclusive, constructive and proactive approach to problem solving
  • Strategic and commercial acumen and problem solving skills with the ability to turn findings into executable plans
  • Able to mobilize a globally distributed team and motivate them to achieve their best and deliver results
  • Global working competencies

  • Open and honest communicator
  • Proactive and self-motivated
  • Self-managing and results driven
  • Understanding and respectful of cultural difference
  • Team player with a collaborative nature
  • Diversity and Inclusion

    At Norton Rose Fulbright we value difference and promote a culture of respect for each individual. We encourage workforce diversity in all aspects and at all levels and in doing so create an environment where everyone can realise their full potential and career ambitions on the basis of merit and skill.

    If you are unable to apply for a position online or require any reasonable adjustments during the recruitment process, please contact our Recruitment team on london.recruitment

    The Norton Rose Fulbright office in London has been awarded the Disability Two Ticks Symbol by Jobcentre Plus. The symbol identifies those employers who have agreed to meet five commitments regarding the recruitment, employment, retention and career development of disabled people.

    We want to support your application as best we can. For that reason, we operate a Guaranteed Interview Scheme (GIS). This means that applicants with a disability need only meet the minimum qualifying criteria for a role to qualify for an interview under the scheme.

    To find out more about Diversity and Inclusion at Norton Rose Fulbright please click on the following link

    Norton Rose Fulbright

    Norton Rose Fulbright is a global law firm. We provide the world’s pre-eminent corporations and financial institutions with a full business law service.

    We have more than 3800 lawyers based in over 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.

  • Recognized for our industry focus, we are strong across all the key industry sectors : financial institutions; energy; infrastructure, mining and commodities;
  • transport; technology and innovation; and life sciences and healthcare.

    Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.

    Norton Rose Fulbright LLP, Norton Rose Fulbright Australia, Norton Rose Fulbright Canada LLP, Norton Rose Fulbright South Africa Inc and Norton Rose Fulbright US LLP, each of which is a separate legal entity, are members ( the Norton Rose Fulbright members’) of Norton Rose Fulbright Verein, a Swiss Verein.

    Norton Rose Fulbright Verein helps coordinate the activities of the Norton Rose Fulbright members but does not itself provide legal services to clients.


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