Major Incident and Experience 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 high-quality legal insight that 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 and a welcoming, inclusive, team-based approach to work.

This is a multi-faceted role within the IT Service Management team. The role is responsible for the oversight and management of our Incident and Problem Management processes and directly manages all in-scope Major Incidents, working closely with our London-based technical leads. It is focused on enhancing the reliability of services and the productivity of employees by identifying opportunities and collaborating with the wider IT teams to implement improvements through Experience Level Management. The role provides guidance to our Incident and Problem Management teams in Bangalore and works with other core process roles to ensure Incident, Problem, Request, Change and Release Management dovetail appropriately. A strong working knowledge of Request, Change & Release Processes is required to cover the full suite of core processes where necessary. The Major Incident and Experience Manager will be required to provide out-of-hours, on-call Major Incident Management as part of a rota.

Key Responsibilities

• Major Incident Management within shift and out-of-hours on rotation.
• Oversee and drive Incident Management activities, including resolution of Major Incidents, coordinating global teams to restore service and communicating progress to the wider IT community.
• Must be highly customer-focused and able to communicate with IT management at all levels.
• Improve the reliability of IT services and end-to-end customer service through Experience Level Management; participate in the Experience Management Group (XMG) as needed.
• Drive reactive and proactive Problem Management activities, analyzing data to identify trends and supporting root cause elimination as part of incident reduction.
• Maintain knowledge of Change and Release Management to enable feedback/decisions on Changes linked to Major Incidents and ensure processes remain fit for purpose.
• Compile, review and present regular management information (MI) through PowerBI, ServiceNow and MS products.
• Guide and manage outsourced Incident and Problem Management teams; ensure processes and templates are clear, fit for purpose, communicated and followed.
• Work toward targets and ensure documentation is produced in a timely and accurate manner.

Your Experience

• Experience managing major, complex system failures with structured diagnostic and problem-solving skills.
• Strong leadership to motivate and manage technical teams during high-pressure situations.
• Ability to analyze complex technical information to identify patterns and trends for swift incident resolution.
• Deep knowledge of service management processes, particularly Incident, Problem and Change Management.
• Experience with risk management, post-incident reviews, and continuous improvement initiatives to enhance system stability and customer experience.
• Experience implementing and managing Experience Level Agreements.
• Experience with PowerBI, ServiceNow and MS products for statistics and reporting of operational performance.
• Experience with ServiceNow as a Service Management toolset.
• Awareness of local and regional sensitivity issues; ability to work with diverse teams across geographies.
• Strong client-facing skills and excellent written and verbal communications.
• Experience managing third-party teams (ideally in India) and negotiating with stakeholders.
• ITIL foundation at minimum (v3/v4) and Experience Level Management certification preferred.
• Ability to work on own initiative and resolve service issues with cross-team collaboration.
• Experience working with a large user base (approximately 8,000 users).
• Training development and delivery experience for IT staff in incident and problem management.
• Experience in managing SLAs and ensuring contractual compliance.
• Strong analytical skills to interpret data and improve service delivery.
• Proactive, resilient and comfortable with change.

Professional Expertise

• Qualifications: ITIL Foundation (v4) minimum.

Written and Verbal Communications

• Strong written communications; capable of producing global and sensitive communications for varied audiences.
• Excellent verbal and interpersonal communication skills; some customer-facing experience is a plus.

Additional Information

This role follows a balanced hybrid approach; as business needs permit, you will be supported to work in a hybrid way with an expectation of working from the office for a minimum of 50% of your time.

What We Offer

We offer a broad range of benefits across financial, wellbeing, lifestyle and family-friendly areas. For details on what we offer in the UK, please visit the What We Offer page on our career site.

Equal Opportunities

We are committed to treating all employees and applicants fairly and equally regardless of gender, gender identity, race, colour, national or ethnic origin, disability, religious belief, sexual orientation, or age. We operate inclusive employee networks and strive to deliver equality of opportunity, aspiration and experience to everyone who works in the firm.