On behalf of our client, a premier, global elite law firm, we are seeking an experienced Senior Manager: Service Management. Our client represents the world’s major corporations, funds, and financial institutions in their most critical transactions and complex disputes. They operate a highly collaborative, client-focused environment where operational excellence, strategic innovation, and technical reliability directly empower their legal teams worldwide.
Role Overview
- Position: Senior Manager: Service Management
- Locations: New York, NY or Chicago, IL (Hybrid, 3 days in office)
- Compensation: $165,000 - $215,000 base salary
Our client is seeking a Senior Manager: Service Management to build and operate a practical, enterprise-grade service management function. In this role, you will be accountable for fixing fragmented operational processes, inconsistent data, and unclear service ownership across internal IT units and third-party vendors.
You will establish a unified service model and operating discipline that improves service reliability, reduces incidents, and provides complete visibility into platform performance. The core focus is on maximizing attorney productivity, reducing cost-to-serve, and enforcing firm-wide service standards that directly inform operational decision-making.
Key Responsibilities
Service Management Leadership & Execution
- Define and execute a modern service management strategy that reflects operational realities and business priorities.
- Establish clear boundaries, ownership, decision rights, and key dependencies for all business and technical services.
- Run day-to-day service operations, enforcing consistent execution across internal IT units and external vendors.
ServiceNow Platform Ownership & Governance
- Own the strategic roadmap, governance, and data model for the firm's enterprise ServiceNow platform.
- Standardize workflows, data quality, and platform usage to eliminate fragmented adoption across departments.
- Serve as the primary decision authority on ServiceNow workflows, reporting structures, and platform usage.
Stakeholder Engagement & Collaboration
- Build strong working relationships with IT leaders, third-party vendor executives, and legal practice stakeholders.
- Translate complex service requirements into clear, executable technical changes.
- Deliver consistent, executive-level reporting on service performance, operational risks, and proactive risk mitigations.
Experience Management & Digital Observability
- Transition the organization from pure SLA-based reporting to modern Experience Level Agreements (XLAs) and experience-based metrics.
- Implement endpoint and service-level monitoring tools to detect and resolve technical degradation before it impacts end-users.
- Combine ticket data, user sentiment, and endpoint telemetry to proactively address recurring operational friction.
Vendor & Service Integration (SIAM)
- Design and execute a Service Integration and Management (SIAM) framework across all third-party providers.
- Align multiple vendors and internal teams to operate against a single service model with shared outcomes and clear accountability.
- Hold external service providers accountable for performance, cost-efficiency, and continuous improvement.
Core ITIL Practices & Process Optimization
- Provide operational leadership for core ITIL practices: Incident, Problem, Change, Request, and Knowledge Management.
- Streamline workflows, remove unnecessary administrative steps, and improve resolution velocity.
Self-Service & Automation
- Drive firm-wide adoption of workflow automation, self-service portals, and orchestration tools to eliminate manual overhead.
- Ensure automation aligns with established service boundaries without introducing process fragmentation.
Qualifications & Skill Requirements
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent combination of education and experience).
- Senior Leadership Track Record: Proven experience leading global service management or service delivery teams within professional services, law firms, or complex, client-driven enterprise environments.
- Outsourcing & Delivery Models: Deep experience building and operating global delivery models, including multi-vendor outsourcing environments.
- ITIL Expertise: Advanced mastery of ITIL-based service management principles, modernized for agile, cloud-forward enterprise environments.
- ServiceNow Mastery: Strong track record governing and optimizing ServiceNow as an enterprise platform.
Technical & Strategic Competencies
- SIAM Integration: Practical knowledge of SIAM principles to unite internal IT teams and external suppliers into a cohesive unit.
- Data Literacy & Analytical Reasoning: Ability to identify bad or conflicting data, fix underlying system root causes, and drive evidence-based decisions.
- Commercial & Financial Acumen: Skill in analyzing service cost structures, vendor commercial terms, and return on investment for technology spend.
- Experience Measurement (XLAs): Competency in designing user-centric performance indicators, telemetry models, and sentiment feedback loops.
Leadership & Performance Traits
- Exceptional written and verbal communication skills, capable of translating complex technology concepts into business-relevant narratives for senior partners.
- Proven supervisory and team leadership experience, including performance management, budgeting, and talent development.
- High initiative, self-starter mentality with the composure to manage shifting priorities in a high-stakes, fast-paced setting.
- Absolute discretion and judgment when handling confidential enterprise data.