Senior Manager: Service Management

Senior Manager:
Service Management

Accountable for building and running a practical service management function, establishing a service model and operating discipline that improves service reliability, reduces incidents, and provides clear visibility into service performance. Focused on improving lawyer productivity, service reliability, and cost-to-serve.

• Define and execute a service management approach that reflects current operational realities and business priorities.
• Define business and technical services, including ownership, boundaries, and key dependencies.
• Define decision rights, approval controls, and accountability for how services are designed, changed, and operated.
• Run day‑to‑day service operations and enforce consistent execution across teams and vendors.
• Own governance, data model, and roadmap for Service Now, including decision authority on workflows, data standards, and platform usage.
• Define platform direction and align stakeholders to a single roadmap and operating model; standardize workflows and data in Service Now to support service operations, reporting, and automation.
• Eliminate fragmented usage of Service Now and enforce consistent platform adoption across teams.
• Build strong working relationships with IT teams, vendors, and business stakeholders.
• Translate service requirements into executable changes across teams and platforms; provide clear, consistent reporting on service performance, risks, and required actions.
• Replace purely SLA‑based reporting with a small set of service performance indicators that reflect user experience and service reliability.
• Define measurable service indicators tied to user experience and ensure they are used in operational decisions.
• Use ticket data, user feedback, and endpoint telemetry to identify recurring service issues.
• Implement endpoint and service‑level monitoring to identify issues before they impact users; use telemetry to proactively identify issues, improve performance, and reduce incidents.
• Convert technical data into clear service impact (e.g., which services are degraded and who is affected).
• Implement a working vendor model where all providers are accountable to shared service outcomes; define and operate a Service Integration and Management (SIAM) model.
• Enforce consistent processes and performance expectations across teams and vendors; hold vendors accountable for service performance, cost, and improvement.
• Operational leadership for core ITIL practices, including:
  • Incident
  • Problem
  • Change
  • Request
  • Knowledge
• Simplify processes to remove unnecessary steps and improve execution speed.
• Standardize service data and reporting across teams to eliminate conflicting metrics.
• Use service data to prioritize improvements, investments, and risk mitigation; drive evidence‑based decisions on investment, improvement, and risk.
• Drive adoption of self‑service, automation, and workflow orchestration across the firm; remove manual effort and cost while improving user experience.
• Ensure automation supports defined services and does not create fragmented workflows.
• Perform other duties as assigned or required to meet firm goals and objectives.

• Bachelor’s degree in a related field (equivalent combination of education and/or experience may be considered).
• Senior leadership in global service management / service delivery roles.
• Proven experience building and operating global delivery models, including outsourcing.
• Deep expertise in ITIL‑based service management, modernized for today’s environments.
• Strong experience with Service Now as an enterprise platform.
• Track record of driving operational transformation, cost efficiency, and service improvement.
• Experience in professional services or similarly complex, client‑driven environments.

• Service Management Expertise:
  Proven experience building or fixing service management in a complex environment (multiple vendors, inconsistent processes, or poor data quality).
• Stakeholder Communication & Influence:
  Demonstrated skill in engaging senior leaders and cross‑functional teams, translating complex service and technology concepts into clear, business‑relevant narratives.
• Process…