Manager

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm's global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That's why we're so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You'll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they've reached out to us, we provide a world-class service every step of the way. And that's possible thanks to the entrepreneurial spirit and conscientious approach to work that you'll find across all of our teams.

Whichever area of the business you join, you'll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Job Purpose

The operational nature of this role makes the successful candidate a key player in ensuring the services provided to our colleagues are of the highest quality possible. Working with other senior IT team members, the successful candidate will help determine the methods we want to support our colleagues and ensure our teams deliver.

The Manager, IT Client Services will be a self-starter and proven manager with a strong operational background who also has a strong eye for recognising and resolving areas for improvement. Ultimately this person will have a passion for customer service, setting the standard for others to follow.

Who you will work with:

Reporting to the Associate Director, IT Client Services, the successful role holder will manage the IT Client Services Operation team.

The Manager, IT Client Services will form part of the wider India IT Client Services Management team, working closely with the person responsible for Asset and Hardware, and India Learning and Development Manager.

This role will engage with key stakeholders within Delhi and Hyderabad offices for end-user support and technology advisory updates.

This role with work with our IT Service Management team and external vendors to manage service reviews and feed into existing and renewal of contracts.

Key Responsibilities

What you will be responsible for:

The Manager, IT Client Services will be a self-starter with a proven background in managing IT Client facing teams.

Key areas of accountability include overseeing a team of individuals in the IT Client Services Operation encompassing Technical Infrastructure, End User Computing Support and Audio/Visual Services within India offices, with Key Vendor Management responsibility.

This role will manage daily operations across various functions according to the assigned shift schedule, providing a point of escalation during core business hours and out-of-hours. The team support must cover 24/7 via a combination of the team's on-site or on-call support.

What you will be doing:

Team Management (Administration)

1. Provide strong leadership to onboard, develop and retain team members.
2. Demonstrate strong and fair leadership by example. To encourage collaborative working in a structured manner where results are delivered.
3. Proactive team management to ensure the team is continuously engaged and technically skilled to support current software and hardware, examples but not limited to (Sever room technologies/IBMS equipments, servers, storage, networks, telecom lines, laptops, smartphones, softphones, video conferencing systems and events etc).
4. Ensure the team are continuously upskilled with our Best Delivery Toolkit for advisory within the practice areas and business services.
5. Ensure the team provides high customer service, whether in writing or face-to-face, with consistent and succinct messaging.
6. Accountable for ensuring team(s) performance and results, developing and implementing operating procedures to measure team efficiency and effectiveness.
7. Hold regular team town halls to ensure information across all shifts is shared.
8. Through the usage of data and metrics, deliver continual service improvements to ensure the most efficient operation is always running.
9. Accountable for ensuring existing processes and documentation to capture changes (such as build documents or starter/mover/leavers process).
10. Actively engage with peers in the Global IT network and encourage collaborative working to address issues and standardise solutions.
11. Central Service requests
12. To oversee queries raised by our Delhi or Hyderabad office internal users which do not form part of the ITSC incident or problem ticket and ensure that any queries are dealt with promptly and escalated to the Associate Director, IT Client Services to form part of the IT Governance model.
13. Establish, build and maintain trustworthy relationships with key IT and business stakeholders.
14. Ensure that problems, questions, and requests are escalated to the Regional Technology Manager offering solutions or ideas for resolution as needed.
15. Reactive P1/P2 communication and Weekly IT Changes
16. Senior point of escalation for operational or P1/P2 incident issues within the IT Client Services and Audio-Visual teams for India.
17. Accountable for both reactive or proactive communication for system issues.
18. Accountable for India's office IT Weekly changes via CAB meetings and IT ticketing system ServiceNow for operational and major project changes. Ensure each change is understood, whether user impacting or a functional change, authorised and communicated using the agreed standard template.
19. Vendor Management
20. Accountable for Vendor Management engagement and, where applicable, service reviews.
    
    

Skills and Experience

Leadership Expectations

• Exceptional team management and leadership skills, with a proven ability to develop and lead operations teams in a client service-focused environment.
• Highly effective communications and exceptional customer service skills; ability to communicate clearly, credibly and diplomatically with all levels in an organisation and build effective internal and external client relationships is critical.
• Talent for creating client satisfaction; demonstrated ability to focus on the client value in all work.
• High comfort level with sometimes stressful client requirements. Ability to listen effectively and maintain professionalism under pressure.
• Strong relationship skills and an understanding of different ways achieving outcomes, with business and IT teams, using both business and IT terminology.
• Strong problem solving and entrepreneurial skills to drive solutions to completion.
• Proven Vendor Management skills.

Experience

• Able to act as a bridge between both technical and non-technical teams.
• Thorough, problem solving mind with strong analytical skills around process and procedures and how to apply.
• Experience managing complex operational IT issues.
• An understanding and experience of interacting with ITIL processes such as Change and Problem Management.
  
  

Equal Opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.

Find out more about our inclusive culture here