Reservations System Project Manager (12 month contract)

Job Description

We are currently recruiting for a Reservations System Project Manager to join our London office on a 12 month fixed term contract basis.
ROLE PURPOSE
Working closely with the Business Services Project Manager (Systems Lead) and the Business Services Systems Officers, the Reservations System Project Manager is responsible for providing global operational support and administration of the firm's room and desk booking technology, Eptura Engage. This role will act as a number two to the Systems Lead and assist in the delivery of the enhanced booking system in our new London office.

The role holder will be a subject matter expert and trusted advisor for the system, acting as a key interface between the legal practice groups, IT, supplier and the various Business Services functions within the network (EMEA, the Americas and APAC), specifically supporting the development of the system to deliver the London office move. They will need to have a good understanding of client requirements and business needs. They will also need to take ownership and manage workstreams autonomously through time management and organisation skills, and co-ordinating teams that are responsible for cross-functional deliverables.
They will provide change management support and will be responsible for training and supporting the London office on any new system features for the room and desk booking technology. They will also be responsible for regular system upgrades of the room booking system and coordinate pre-system upgrade activities such as updating test scripts, testing and communicating fixes and improvements to relevant stakeholders.

As the subject matter expert, the role holder is responsible for logging defects and escalating issues to suppliers and will look at providing solutions to technical issues, where possible.
Client relationship management should form a key but natural function of the role. The role holder will be accountable for ensuring that our stakeholders derive the maximum benefit from all systems. They will be required to build solid internal and external working relationships, establish relationships with clients based on trust and credibility and represent the project team in various internal and external meetings.
ROLE & RESPONSIBILITIES

Global support and administration
Act as a key member of the global room and desk booking system team supporting the Systems Lead deliver the enhanced system into the new London office. Key activities include:

• Assist in the management of the room and desk booking technology, specifically on the enhancements to the existing system in readiness for the London office move to 2 Broadgate:
  • Assist in the management of Eptura Visitor implementation to include QR code functionality and integration with security systems.
  • Assist with the management of SCIM integration and support on the priority booking and Active Directory mapping.
  • Support the development of the partner office booking process including priority booking and overseas visitors.
  • Support the implementation of the integration with the security systems for automatic desk check-in.
  • Support the development and implementation of the meeting room and desk panel integration.
  • Support the implementation of intelligent booking.
  • Help resolve any issues with native exchange integration and oversee the roll out in the London office as well as global offices.
  • Support the implementation of Eptura Engage within our BMC Helix ticketing system so users can log any issues or requests.
  • Attend the monthly Eptura SRM and provide feedback, highlighting any challenges and contributing to the scorecard.
• Support the team in the creation, planning and management of the system development roadmap with a focus on problem solving and coordination of activity across teams.
• Coordinate efforts across our internal teams (IT, Security, Front of House, Business Services etc) as well as the external supplier to ensure we effectively manage the implementation plan.
• Manage all systems policies and documentation including user training materials and global best practice.
• Constantly seek and plan for improvements within current processes, procedures and system capabilities to ensure they meet user needs.
• Delivering post go-live support to key activities including access control, SCIM, native exchange and roll out of Eptura Visitor.
• Support the team with any additional global roll out.
• Support the regular reporting to the project team, internal stakeholders and office management.
• Explore, define and implement reporting standards.

System upgrades and training

• Coordinate and support system enhancements or changes from the user acceptance testing (UAT) phase to the upgrade implementation in production, including system configuration and testing in production.
• Maintain IT relationships and assist in the coordination of work from across the 2 Broadgate, Infosec, Architecture and PM teams.
• Communicate new functionality and fixes to current issues to the 2 Broadgate team, relevant support teams, global offices and end users.
• Coordinate activity between the supplier and our internal teams, together with the Systems Lead and dedicated IT PM.
• Responsible for the planning and overseeing of the in-depth training on the enhanced system to super users, global administrators, and users, and update associated training material.
• Able to prioritise and manage multiple projects to high standard and within time pressured deadlines.

Stakeholder and supplier management

• Build and maintain strong relationships with suppliers, particularly senior management, to ensure that issues are escalated and actioned promptly.
• Maintain a good client relationship framework between Business Services and suppliers.
• Support supplier performance by attending regular supplier service reviews.
• Cultivate effective working relationships with a variety of key stakeholders, including, but not limited to; IT, AV, HR, Finance, PA groups and A&O international offices.
• Participate in meetings to represent the operational aspect of the room and desk booking system.
• Attend relevant project meetings eg monthly service review or weekly projects meeting.
• Coordinate regular local and global operational calls to discuss any issues and system roadmaps.
• Build solid internal and external working relationships, to establish relationships with clients based on trust and credibility.

KEY REQUIREMENTS

• Robust project management experience, ideally system or IT related.
• Experience of working with a room and desk booking system is highly desirable.
• Enthusiastic, self-sufficient and adaptable, able to offer credible alternatives and creative solutions to help reach deadlines and overcome project related and system issues.
• Resilient and a self-starter/self-motivator with a positive demeanour.
• Strong interpersonal skills, proactive with excellent written and oral communication.
• Customer-oriented, with proven ability to anticipate and understand the needs of clients.
• A resourceful, natural relationship builder with excellent stakeholder management skills.
• Presentation and training skills with the ability to facilitate meetings.
• Entrepreneurial mind set, goal orientated, strong practical problem-solving skills, outstanding work ethic and professionalism.
• Ability to manage demanding and sometimes challenging clients and managing high volumes of requests with a variety of technical intricacies.
• Passion for making things work better.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing an onsite gym, wellbeing centre and GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, season ticket loans and online discounts and lifestyle management services.

Our approach to hybrid working seeks to combine and maximise the benefits of effective remote working with the benefits of being in the office. Our current hybrid working arrangements require office based working for a minimum of 60% of your time (i.e. three days per week for a full time role) in accordance with our hybrid working policy.

NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.