Global Service Delivery Manager

The Global Service Management team is responsible for shaping and running Allen & Overy’s applications and infrastructure. This includes supporting the applications, infrastructure and devices employed across the business. The Global Service Delivery team is responsible for 3rd line support of all Allen & Overy global infrastructure, devices and applications, assisting regional support teams as required. Global Service Delivery is the support heartbeat, with frequent interaction with and execution of the ITIL disciplines of incident, change, problem, release and capacity management.

Role Purpose

The Global Service Delivery Manager leads the application and infrastructure support teams, which provide 3rd line support
Accountable for the management and maintenance of all applications by ensuring they are fit for purpose and available at all required times
This includes maintaining and optimising applications and infrastructure; and
Bringing new releases into production
Accountable for overall service delivery and support of the infrastructure and applications, including
Citrix, devices and voice / data networks;
Omnia, Messaging, Documents and supporting ecosystem; and
All other applications (including 3E, PeopleSoft, Carpe Diem and HubbardOne) and the technologies used to support them (including Microsoft IIS, SharePoint, BizTalk and SQL)
· The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location
· Ensure the correct level of operational support is received from key technology suppliers
· Manage resources across the teams so they are adequately skilled to perform the support activities as required and in line with agreed priorities
· Ensure that, over time, Support Analysts are cross-skilled, to enable them to work across multiple disciplines
· Ensure that the team achieve their operational performance targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’

Key Relationships

Work with European IT Heads and Regional IT Managers to ensure services meet A&O service levels and business requirements
Works with the Head of Global IT Support & Relationship Management to ensure effective transition of new services into support
Works with the Global IT Services Manager to ensure seamless handoff between the Service Desk and support teams
Works with the Global Application and Security Manager and Global Infrastructure and Disaster Recovery
Manager to ensure a co-ordinated approach to support, improvements, disaster recovery and security across applications and infrastructure
Works with suppliers to drive performance and deliver value for money services.

Job Description
Role and Responsibilities
Architecture & Technology Planning

The Global Service Delivery Manager will work closely with the Global Infrastructure and Disaster Recovery management team and the Global Application and Security management team to actively be aware and contribute to roadmaps
Accountable for understanding the up to date forward view of IT upgrades required to ensure that applications continue to meet the business needs and that they remain supportable

Application and Infrastructure Support

Works with the Team Leaders and Managers to ensure effective, seamless support for end users, including:
Support of infrastructure (including networks, storage, computer resources), Citrix, devices and disaster recovery
Support of applications (including, but not limited to 3E, PeopleSoft, Carpe Diem, HubbardOne
Global Intranet, Omnia and allenovery.com)
Ensure customer satisfaction levels (for example as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements;
Ensure effective hand-offs between all teams
Ensure effective, reliable and efficient end to end processes (internal and external) are in place; and contributing to, operating within, and reporting against Service and Operational Level Agreements
Ensures support teams adhere to the policies, standards and procedures, as defined by the Global Infrastructure and Disaster Recovery team and the Global Application and Security team.
Ensure appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) is maintained for effective 3rd line support.

Service Delivery
Resource management (budgets, staff – including provision of a 24×7 on-call service – and suppliers), including clarity of roles and responsibilities.
Diagnose problems and identify root cause and actions required to maintain or improve service levels
As necessary, escalate to appropriate Product Specialists; and instigate SWATs to ensure prompt resolution of complex incidents/problems
As a member of the Change Advisory Board (CAB), review all requests for change and evaluate risks to the integrity of the service
Define and deliver continuous incremental improvement programmes so that, where applicable, systems deliver a improved performance to the business
Instil a culture of continual improvement and problem solving; and provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
Oversee the identification and resolution of potential and actual service problems, ensuring problems are tracked and handled in a timely manner with regular progress updates to the Business;
Draft and maintain appropriate support procedures and documentation.

Supplier Management

Ensures that supplier performance is properly monitored and regularly reviewed.
Provide appropriate levels of feedback regarding supplier performance to the primary supplier relationship contact
Advises on policy and procedures covering the selection of suppliers, tendering and procurement; and Contribute to service reviews with key suppliers.
Manage supplier to meet key performance indicators and agreed targets.

Risk Management

Participate in appropriate disaster recovery tests, as directed by Global Infrastructure and Disaster Recovery management
Ensure that appropriate disaster recovery documentation is maintained within the teams and is ready for invocation at all times
Use consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and impact on the business. These should be appropriately escalated to the Global Application and Security management
Refers to domain experts for guidance on specialised areas of risk, such as architecture and environment.
Contribute to the development of countermeasures and contingency plans

Quality, Methods & Tools

Facilitate improvements to processes by changing approaches and industry best practices, typically using recognised models including ISO27001
Champion and ensure use of appropriate techniques, methodologies and tools
Provide advice on the application of appropriate quality and/or environmental management techniques
Undertake communication and training activities to update and refresh colleagues’ knowledge on quality standards and the implication of revisions
Take responsibility for the control, update and distribution of quality standards and advice on their use
Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms
Ensures provision of departmental knowledge and adherence to ITIL processes and procedures

Key requirements

Business Competencies

Strong leadership and people management skills including aptitude for and experience of creating, managing, motivating and developing a large IT support team.
Commercial acumen including an understanding of the overall picture of how the IT service costs and value add to the business.
Has the financial acumen to manage a budget, is able to operate all internal financial processes.
High level of personal credibility, impact and influence with proven ability to work effectively and persuasively at all levels of the business
Excellent communication and presentation skills, both orally and written
Ability to manage ambiguity and often conflicting priorities
Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work
An enthusiasm and passion for technology. Plus the ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits
Highly self motivated, self-starter, who will undertake all activities to the highest professional standards
Strong commitment to excellent customer service
General awareness of the nature of business-critical incidents, and of their implications for the business
Ability to think logically, analyse situations, problem solve, including analysing and managing problems arising from incidents in the operation of information systems
Experience of working in a global environment across international locations with an appreciation of multiple cultures

Knowledge

Detailed practical knowledge of the operation and maintenance of IT infrastructure and services
Expected to have a solid understanding of all technologies used by A&O and active working experience and understanding of the core applications
Knowledge of IT market and trends
Knowledge and experience of working in ITIL environments

Experience

Minimum 5 yrs experience of IT service and operations
Track record of managing application teams across multiple locations
Technical background preferred with a wide range of exper