ITIL Process Manager

Reporting to: Global IT Services Manager

Department Purpose and Structure
The ITIL Process team provide a framework for the governance of IT, focussing on the continuous measurement and improvement of the quality of IT services delivered. The group collectively seeks to increase customer and client satisfaction; improve service availability; achieve financial savings; improve time to "production" for new products; and services and optimise decision making and risk management decisions.

The team is responsible for embedding these enhanced processes within the global organisation and ensuring that all key service providers in Allen & Overy fully embrace these processes. Long term, there will be the desire to support these processes with ISO 20000 accreditation, or a similar standard/quality framework.

The ITIL Process Manager reports to the Global IT Services Manager.

Role Purpose
The ITIL Process Manager is responsible for all ITIL functions (apart from Incident – directly) including Problem Management, Change & Release Management, Capacity, Availability, Knowledge and Service Transition, Service Measurement and the associated reporting required to maintain and improve operational standards. Working with the process owners, the ITIL Process Manager is responsible for embedding agreed ITIL processes within the Global IT organisation, ensuring that all key service providers in Allen & Overy fully embrace and seek to continually improve these processes
They are responsible for ensuring that IT's performance is monitored, measured and reported on a monthly basis and for ensuring that continuous improvements are planned and achieved
They will directly manage the ITIL Process team and ensure that the ITIL Process team members are crossskilled, to enable them to work across multiple disciplines
The role holder will be seen as a clear thought leader for all matters relating to support and ITIL/ISO processes/guidelines to achieve service excellence
ISO 20000 should be the target for this group to ensure recognition of quality provision. This will be beneficial to the firm in attracting and retaining clients as well as the IT department in delivery a qualified service
The remit of this team is global and extends to all aspects of processes within the support function, independent of location

Key Relationships
Work with all IT Heads and regional IT / Service Desk Managers to ensure services meet A&O standards and business requirements
Works with Service Management to ensure a seamless approach to support and security across applications and infrastructure
Works with the Relationship Management teams to ensure effective transition of applications into support and service excellence is being maintained.
Support Business Solutions Management by providing support and process leadership on projects and software development.
Works with the business to develop and maintain support policies and procedures
Interacting with internal customers and external clients to deliver appropriate levels of service; prioritising accordingly.

Job Description

Role and Responsibilities

Business and IT Strategy
Defining the framework of service processes required within Allen & Overy. These will be based upon the ITIL v3 Service Management Best Practice guidelines
Act as a consultant as required within the department, advising on matters as required
Manage the impact of strategic change on multiple areas of the IT function, and anticipate and react to changing business needs
Contribute to the design of and implement a programme of quality which will integrate the processes within the organisation, achieving benefits for the organisation as well as department

Business Change Analysis
Continually developing the maturity of ITIL processes to meet Allen & Overy needs and reviewing alternative quality standards, which can be used to measure performance against these processes
Marketing/training these processes within the IT Department and providing a high level of support for establishing these processes across the IT Department

Analysis
Plans detailed analysis activities, examining ITIL processes across A&O
Responsible for developing and updating appropriate analysis documentation and presenting to stakeholders across the firm
Analyse all ITIL management procedures and processes and drive improvements that could be implemented, as part of an agreed support roadmap
Analyse and identify trends for all incidents and problems, ensuring they are resolved in order of the level of business disruption they cause
Analyse the resources required to support an ever changing organisation, globally

Projects and Programmes
Take a detailed view of risk involved in projects and programmes, and ensures that appropriate mitigation and controls are in place (i.e. release, change, availability management etc)
Ensure an up-to-date view of information is maintained on major problem resolution across all programmes, and ensure the communication of such information to all interested parties

Service Support
Providing individual support and coaching to functional team leaders within the IT Department to assist the adoption of the horizontal processes within each function

Service delivery management
Maintain and develop the catalogue of IT services to ensure that it accurately reflects the services offered by the IT department globally
Accountable for negotiating, agreeing and maintaining the SLAs with the Customer, working with the Relationship Managers
Organise and maintain the regular Service Level review process with both the Customer and IT.

Supplier Management
Work with the operational teams/Supplier Manager to ensure SLAs have underpinning agreement/contracts (OLA)
Ensure that supplier performance is properly monitored and regularly reviewed as defined by Supplier Management Framework

Risk Management
Use industry standard processes for identifying potential risk events, quantifying and documenting the probability of occurrence and impact on the business
Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment
Investigate breaches of process and recommend appropriate control improvements. Interpret policies and contribute to development of standards and guidelines that comply
Ensure that medium and long term change plans, change impacts and risk assessments are provided
Responsible for ensuring that both existing and new initiatives adopt suitable controls, likely to be both technology and process based.
Ensure unresolved incidents are matched against existing problems, known errors and other incidents

Quality, Methods & Tools
Continually gain feedback from the others on the effectiveness of all ITIL processes, to highlight any weaknesses and possible improvements.
Detailed understanding of the ITIL / ISO processes and the sharing of this knowledge with others to ensure conformity with A&O standards and processes
Analyse ITIL / ISO management processes and advise on any improvements that could be implemented, using tools that may be available
Assess new hardware and software products that might improve the efficiency and effectiveness of the processes
Ensure that regular and ad-hoc audits are carried out on the processes
Work with process peers and colleagues to develop and maintain effective and coordinated set of processes across all services, suppliers and customers ensuring aligned with the industry best practice framework (e.g. ITIL, ISO)
Champion and ensure use of appropriate techniques, methodologies and tools
Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms

Key requirements

Business Competencies
Ability to think logically, analyse situations, problem solve and lead a team
Awareness of business-critical incidents, and their potential implications for the business
Aptitude for and experience of creating, managing, motivating and developing teams
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 understand a budget, is able to operate all internal financial processes and is able to negotiate and manage external commercial arrangements
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 serviceimprovement work.
An enthusiasm and passion for technology and processes. Plus the ability to promote processes within thefirm, 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
Experience of working in a global environment across international locations with an appreciation of multiple cultures

Knowledge
A thorough knowledge of, and experience with implementing, Service Management Best Practice processes (ITIL).
Knowledge of technology licensing and related agreements
Project Management skills would be advantageous
Awareness of the Infrastructure and Technology used within the Allen & Overy (e.g. the fundamentals of LANs, WANs, hardware, databases, client-server application architectures, disaster recovery planning etc.)
Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of capacity/availability management an