Manager, IT Service Governance

Manager, IT Service Governance – for top global law firm in Washington, DC. This is a hybrid role. This position is responsible for leading a team of professionals to establish standards and process excellence for IT Operations. This position is accountable for enforcing/measuring/improving the IT Service Management (ITSM) process framework, including disciplines for IT Asset Management, Incident Problem and Technical Change Management, and Knowledge Management. Specifically, this role is the lead for Technical Problem and Change Management in partnership with the Director of Service Management.

*Ideal candidate will collaborate with their team to put ITSM framework in place, then take ownership of the system once in place. This position has four direct reports.

Duties: Oversee ITSM framework and governance together with the Director of Service Management, including incident management processes, problem management routines, technical change management processes, IT asset management, knowledge management, service request management, and the planning and controlling of configuration items (CIs) and their interrelationships. Is the lead for technical change approval process and associated standards/checklists required to promote solutions into production environments. Leads the problem management discipline, working with IT stakeholders to enhance processes, standards, and effectiveness. Partners with IT management to shape ITSM standards from the vantage point of end-users. Oversees ITSM team members. Oversee the strategic design of the firm’s ITSM technology systems and solutions. Actively works with cross-functional stakeholders to identify and apply design enhancements to ITSM technology to drive process effectiveness. Manages the IT Release/Deployment Calendar in partnership with the Quality Assurance and Testing Manager. Works with the Director of Service Management to define the ITSM strategy and standards, along with policies and processes for facilitating ITSM activities. Partners across all the functional areas within IT to ensure that processes are implemented, followed, and aligned with business needs. Liaises with key stakeholders firmwide to identify opportunities for ITSM process optimization and improvement. Oversees development of Service Management KPIs and other relevant information to key stakeholders and IT leaders, with ownership of recurring metric reviews with IT Leadership. Oversees the development of service management level agreements (SLA) in partnership with IT functional leadership and solution/service team owners. Ensures that IT service level agreements (SLAs) are understood and measured for delivery. Stays abreast of industry trends and best practices relative to ITSM, cultivates and disseminates knowledge across IT teams. Manages risks and issues that may affect IT services and end-user productivity. Maintains ITSM budget for achieving established strategic objectives.

Position Requirements: College degree strongly preferred. Master’s degree is preferred. Appropriate technical certifications preferred (ITIL v4). At least seven years of relevant experience, ideally in a large law firm. Prior experience designing an ITSM framework, preferably in a law firm. Prior experience with global, tiered IT support models. Prior experience leading a team of professionals across various IT Service Management disciplines. Experience building frameworks for performance indicators and service level standards. Experience with enterprise service desk technology solutions (e.g., ServiceNow) to inform design, process & user experience, configuration, and ongoing enhancements. Experience in leading and influencing IT staff of all levels to adopt ITSM standards, processes, and controls. Experience with business process design to achieve performance improvement outcomes. Salary is commensurate with experience.