IT Service Management Specialist

Ashurst is a leading global law firm with a rich history spanning more than 200 years. Our in-depth understanding of our clients and commitment to providing excellent standards of service have seen us become a trusted adviser to local and global corporates, financial institutions, and governments in all areas of commercial law.

**The Opportunity**

We have a permanent opportunity available for an IT Service Management Specialist to play a crucial role in maturing IT Service Management within the organization. This position will act as a hybrid of a Consultant Service Management Specialist and Service Delivery Manager, focusing on implementing IT service management processes, ensuring adherence to service level agreements, and optimizing service delivery across various IT teams and service providers. Your key responsibilities will include:

- Assist in the implementation of IT service management processes based on ITIL best practices that are currently not implemented at Ashurst.
- Ensure adherence to service level agreements (SLAs) and operational level agreements (OLAs), ensuring governance and accountability are in place.
- Ensure adherence to KPIs and track issues/actions aligned to these.
- Lead the IT Service Review framework and link it with vendor management, as there is a vendor service governance framework that will be key as we use more third parties.
- Coordinate and optimize service delivery across different IT teams and service providers.
- Develop and maintain a comprehensive service catalogue and service portfolio that aligns IT services with business needs.
- Work with the IT Asset Manager to ensure a robust CMDB that aligns with the service catalogue.
- Lead continuous improvement initiatives to enhance efficiency, effectiveness, and overall service quality.
- Own and drive other initiatives recommended by the Global IT Service Management Leader.
- Ensure ITSM tools are in compliance with documented processes.
- Act as a Subject Matter Expert (SME) for Service Management practices.
- Stand in as a Major Incident Manager when required.
- Potential to develop the role into a more customer-facing position, acting as a liaison between the business and the IT Service Management team.
- Act as another Service Management conduit to the Product/Platform teams.

**About you**:

- Proven experience in IT service management, preferably in a senior or management role.
- Strong knowledge of ITIL best practices.
- Excellent understanding of service level agreements (SLAs) and operational level agreements (OLAs).
- Experience in coordinating and optimizing service delivery across various IT teams and service providers.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to lead and drive continuous improvement initiatives.
- Experience with ITSM tools and ensuring compliance with documented processes.
- Major Incident / Situation Management experience desirable

**What makes Ashurst a great place to work?**

We offer you all the things you should expect from an international law firm, some of which include:

- competitive remuneration with the flexibility to reward high performance.
- flexible working.
- complimentary gym memberships.
- corporate health plans.
- a global professional development offering for all employees; and
- an industry-leading programme that celebrates diversity and inclusion.

We are committed to delivering positive impacts to our communities through our Social Impact programme, with a strong emphasis on working with First Nations people through our pro bono practice.

We aim to recruit, retain and promote the best people from the widest possible talent pools. We are committed to offering a safe and welcoming environment for all employees to ensure they are supported to work at their best.

Beyond this, what sets Ashurst apart from others is our global strength, our drive to innovate and collaborate, and our commitment to excellence. It is these values that make Ashurst a unique place to work.