Director of IT Service Delivery - London, United Kingdom - Bryan Cave Leighton Paisner LLP

Bryan Cave Leighton Paisner LLP

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team
Global Technology Leadership Team

Reports to
Chief Information Officer

Purpose of job

Through effective leadership, communication, and delegation the Global Technology Director of Service Delivery will ensure the delivery of first-class support to all members of Bryan Cave Leighton Paisner (BCLP).

The position reports to the Chief Information Officer and is a member of the Global Technology Leadership Team that formulates and implements the secure delivery of collaborative technologies and team-based solutions in a global environment.

Key responsibilities

Own all customer related issues and provide regular updates on VIP and chronic issues.
Provide clear and concise management to the global team to lead and inspire them in delivering a cohesive and firstclass service.
Responsible for service delivery enhancements and increases in end user satisfaction levels.
Build strategic crossfunctional and crossdepartmental partnerships to resolve problems and improve processes.
Ensure delivery of effective Support Hub support systems, call volume tracking and escalation programmes and learning systems.
Define Support Hub SLA's and ensure the support services delivered meet the agreed SLA's.
Keep the department informed by communicating program or project status, conducting and participating in team meetings, providing presentations and listening to employee concerns and suggestions
Consider Information Security in all aspects of technology support services and promote awareness and encourage compliance with BCLP's information security policies.
Develops relationships with lawyers/clients in assisting with support services improvements in efficiency and effectiveness.
Mentor and motivate regionally diverse teams.
Ensure all support professionals are trained to the required standard. Coaches, counsels, mentors and provides developmental opportunities to enhance employee performance for Global Support Services
Promote employee recognition and builds a department culture that improves employee satisfaction and retains a skilled and motivated workforce
Monitor departmental financial metrics to support budgetary planning and to determine appropriate corrective action
Ensure projects are completed on time and within budget.
This role will likely include travel to the offices in the BCLP global network.

Key relationships
The position manages BCLP Training and User Support Services in the US, EMEA and Asia.

This global team is comprised of 75 + individuals including Regional Senior Manager or Manager direct reports spread across the US, EMEA and Asia.

Experience and knowledge

Strong experience in multiple IT functions, including customer service and support, user experience, communications, business analysis, budgeting, human resources and large global mergers and implementations.
Proven people management and leadership skills.
Managerial experience within a large law firm with multiple offices in multiple regions environment preferred.

Skills and competencies

Demonstrated team management and collaboration capabilities.
Ability to deal professionally and to communicate both verbally and in writing in a clear and concise manner with internal and external clients on all levels
Strong change management experience and problemsolving skill set.
Ability to communicate technological problems, problem solving and new technologies to nontechnical personnel.
Ability to understand interrelated issues and impact of technology changes on workflow/work processes.
Ability to work well under pressure and manage competing priorities.
Flexible, customer focused approach to service delivery.
Ability to meet specific, agreed metrics and maintain these.
Willingness to share skills and experience with others.
Ability to work on own initiative.
Please note that lifting of equipment (including but not limited to PCs, monitors and printers) may be required as part of this role.
Requires some weekends and nights outside of regular working hours.
This role will likely include travel to offices in the BCLP global network.