Senior IT Service Manager EMEA

Job Description

We have an exciting opportunity for a Senior IT Service Manager to join our growing IT team based in the A&O Shearman EMEA region.

Technology Services Team

The core of the global technology department's mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardized IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 500 technologists based predominantly in the UK, Singapore and increasingly in the US.

What you will do

As a Senior IT Service Manager for EMEA you will be the key interface between the regional business and IT, fronting up IT services delivered in the region. You will report to the Head of IT, EMEA, and work with technical teams, vendors, colleagues in the IT EMEA management team, and business stakeholders, to monitor, manage, and improve the IT services delivered.

You will act as the voice of the customer within IT, ensuring excellent user experience is at the forefront of everything the IT delivers for the business. You will be a key advisor to the business on technology services. You will coordinate and chair meetings with regional customer experience networks. You will act as the key contact point for the business during customer-impacting issues, ensuring a quick resolution.

• Act as an entry point into IT for business, and an entry point into the regional business for IT.

• Serve as the main contact for IT service-related issues and escalations from the business.

• Meet regularly with key business stakeholders across the region, gather feedback on IT services, and provide data on how the services are performing.

• Define, monitor, and manage IT support service level agreements (SLAs) for the region. Ensure the services meet agreed SLAs and support the IT department's commitment to provide exceptional customer service to our business.

• Work with other departments and stakeholders, making sure IT services deliver what the business needs.

• Set up and monitor service performance. Identify and propose improvements and innovations.

• Produce regular BMC Helix reports on incident and work order trends, reviewing them with key stakeholders (e.g., Technology Services Leadership, IT Training, IT Support) to collaborate on service improvements.

• Act as a deputy for the regional Head of IT as and when required.

What you will have

Required

• Significant experience in IT service management or a similar role, preferably in the legal sector.
• Strong understanding of ITIL frameworks, service management processes and best practices
• Familiarity with service management tools (e.g., BMC Helix, ServiceNow, Monday.com).
• Customer-focused mindset with experience in providing excellent customer service to IT and the wider business.
• Strong relationship management skills with the ability to establish credibility quickly.
• Strong influencing & persuasion skills. Proven experience of collaborating across departments, geographies and cultures.
• Proven ability to communicate at all levels of an organisation, ability to convey technology to non-technologists.
• Ability to manage multiple priorities and work under pressure.

Desirable

• Understanding of data privacy, client confidentiality, and compliance frameworks.
• LegalTech-specific applications (e.g., iManage, Intapp, Litera, Harvey, etc.).
• ITIL v4 certification(s)