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12 months ago
Gowling WLG
Location: London
Job type: Permanent
Category: Partner Jobs

Working hours:

Reports to:
Head of Service Delivery


Business Information Systems


About Gowling WLG

Gowling WLG is an international law firm created by Gowlings, a leading Canadian law firm, and Wragge Lawrence Graham & Co (WLG), a leading UK-based international law firm. We built Gowling WLG to provide clients with legal services at home and around the world, and to help you succeed no matter how challenging the circumstances.

Gowling WLG clients have access to in-depth expertise in key global sectors along with a top-tier suite of legal services. With more than 1,400 legal professionals across offices in 18 cities worldwide and specialised expertise in countries around the globe, we’re positioned to help clients rise to the challenges they face – both today and tomorrow.

Main Purpose of the Job

To support Service Delivery (RUN) by:

* Bridging the gap between the business and BIS by acting as a key link when changes/ improvements are being considered, designed and implemented/operated - providing expertise in understanding both business and BIS perspectives

* Managing the operation of the London Subject Matter Analyst (SMA) Team and act as an escalation point for the business and BIS for IT/Information Systems related queries or issues

* Supporting the Business Partner Legal - Birmingham with managing the service delivery professions – SMAs (including the PDR processes)

Direct reports: 1 Senior Subject Matter Analyst + 2 Subject Matter Analysts

+ 4 Assistant Subject Matter Analysts

Indirect reports: Lead/support business and technology teams as required

Main Duties and Responsibilities

To provide valuable, professional direction and support to legal business groups/teams by:

* Overseeing and managing the relationships between BIS and the legal business

* acting as an impartial advocate of the business to BIS and vice-versa

* performing ‘account management’ for individuals/functions/practices/offices (including escalation for BIS customer service and BIS supported projects)

* ensuring ‘sight’ of change within the business and BIS (including user change management)

* helping the business navigate BIS support (including supporting A&I and BSC) and monitoring that the business change is implemented and embedded

* providing business relationship management (BRM) – demand shaping, exploring, servicing, value realisation

* Acting as a change advocate/educator to both business and BIS

* becoming a trusted advisor and coach to business leaders on IT/Information Systems issues and BIS leaders on business issues

* supporting both the business and BIS on monitoring and understanding the performance of all BIS supported technology

* Building a relationship with legal business groups/teams in the assigned international offices, maintaining regular contact (weekly) and visiting them at least once a year

* Consulting with the Information Security Officer to ensure that any proposed software developments or changes do not compromise the security of the firm’s data

To collaborate with the other Business Partners and Service Change and Management Leads to facilitate a joined-up and coordinated service to the business:

* Providing Business Partner or Service Change and Management Lead cover as necessary

* Supporting escalated problems (as required by the Service Change Lead) and maintenance issues (as required by the Service Management Lead)

To manage the senior SMAs and SMA team providing 1st & 2nd line support 365/24/7 including:

* Utilising the skills and experience of the Senior SMAs for:

* the daily management of the SMA team

* the 8pm to 8am Out-of-Hours Support (OHS) from SMAs & SMEs

* the 8pm to 8am OHS external third-party provider of 1st line support

* Overseeing 1st line / 2nd line support for routine incident requests (ITIL request fulfilment and incident management)

* Overseeing the resolution/routing other customer service requests (e.g. ITIL access management)

* Providing a senior escalation route for incidents between the business and BIS for customer service including OOH duty manager cover

* Developing and training a ‘SMA-type’ contact within each European office to support BIS services, solutions and systems

To support the Business Partner Legal – Birmingham with managing the service delivery professions – SMAs:

* Understanding overall staffing requirements - summarising SMA staffing requirements (current and future views)

* Developing career paths for the SMAs - working with HR to develop and implement career paths (approaches and training) to match requirements – including apprenticeships as appropriate

* Managing the PDRs for SMAs following the firm’s processes

* Understanding competencies and capabilities within SMA team - working with HR to understand capabilities and competencies – developing a programme to plug gaps

* Recruiting and managing overall team size - working with HR to recruit as necessary

* Maintaining knowledge by participating in educational opportunities; attending professional conferences and events; maintaining personal networks; participating in professional organisations such as ILTA and Litig

* Participating in knowledge gaining and sharing amongst Enterprise Architects, Digital Innovators, SMEs, Developers, Solutions Architects and SMAs by utilising corporate membership of industry bodies and knowledge providers (e.g. Gartner)

* Participating in, contributing to and networking within BIS ‘Communities of Interest’ relating to the chosen core technology platform area(s)

* Helping to educate peers, including with current business and technology trends

To support the Head of Service Delivery and BIS by:

* Performing any other reasonable operating tasks as requested, including requests from other senior BIS leaders

* Delegating tasks to and supervising the SMA Team

* Negotiating contracts and managing relationships with external service providers

* Performing the Service Delivery Out of Hours Support (OHS) ‘Duty Manager’ role on a rota basis

* Supporting Service Delivery with global incident management, business continuity and resolution

* Responding to service incidents/BAU (RUN tasks) as required – this should always be the highest priority for all BIS staff

Key skills and experience

* Ideally an IT/Information Systems qualified graduate and/or experience of working with a range of technologies (including Microsoft) within business/operating areas of the legal profession or other professional services

* Three or more years of IT and Business User experience, with sensitivity and commitment to business problem solving plus demonstrable experience of performing a business partnering (BRM) role, ideally with a global component

* A minimum of two years of demonstrated competency in managing 1st & 2nd line support desks – e.g. worked as manager with IT services or technology product companies

* Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence

* Distinctive blend of business, IT, financial and communication skills, as this is a highly visible position with substantial impact

* Good understanding of current and emerging technologies and how other enterprises are employing them to drive digital business

* Ideally evidenced experience of managing staffing requirements and career paths including competencies and capabilities

* Demonstrated experience and ability in successfully utilizing "soft skills" or "people skills"

* ability to lead and motivate others; demonstrating empathy and knowledge of personality types

* evidence of strong interpersonal skills and conflict resolution expertise

* evidence of senior stakeholder management - should be challenging and possess ability to convince and manage stakeholders, with sensitivity to working in a ‘political’ environment

* expertise in setting and managing customer expectations

* effective influencing and negotiating skills in an environment where this role may not directly control resources

* excellent written and verbal communication skills, with the ability to effectively communicate business and technical concepts to non-technical people at all levels

* Proven ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as with external vendors and service providers)

* Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads

Equal Opportunities

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion, caste or belief, age, disability, gender, gender identity, gender reassignment, sexual orientation, marriage and civil partnerships, surrogacy, adoption and parental rights. This also includes any incidents of perceptive or associative discrimination and harassment.

No agencies please

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