Service Management Analyst

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We are a leading international law and professional services firm providing legal, corporate and fiduciary services to global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

We treat everyone as the intelligent professional they are. Our approach is to trust and empower our people to deliver consistently, and enable them to succeed. Diversity is our secret weapon – it’s the sheer breadth of Walkers people that makes us who we are – gathered from across the globe and fluent in languages, jurisdictions and cultures that help us to mirror our clients and keep our own thinking in tune with the world in which we operate.

Office: London (hybrid working required – min of 40%)

The Service Management Specialist plays a key role in supporting the processes and operational procedures utilised to drive service performance. Reporting into the Global Service Manager, this role offers opportunities to leverage and hone your Service Management, ITIL process management and problem-solving expertise, to make a tangible difference to operational excellence.

The role requires a broad knowledge of Service Management practices to enable confident management and support across the key ITIL process streams (Incident, Change, Problem and Transition). Strong communication and negotiation skills are needed, as well as some experience in stakeholder engagement and working effectively with process practitioners in a global organisation. Specialist subject expertise across all ITIL v3 process streams and the ability to work seamlessly delivering excellence in Service Management.

Key Responsibilities

• Problem Management : Support and facilitate Problem Management stream activities. Drive adoption and adherence of the process. Analyse Incident trends/log Problems records to drive root cause analysis. Conduct and support the Service Manager in holding regular Problem Management forums. Collate, socialise and communicate Problem Management reports.
• Service Transition/Service Introduction : Support the Service Manager and wider Transformation & Technical Teams to facilitate robust Service Transition and acceptance criteria practices. Facilitate Transition meetings and participate in early adopter and business readiness activities. Assist in training of Stakeholders in IT, Transformation and wider business areas in transition practices
• Change Management : Act as Change Manager, chairing the CAB when required. Lead on collation of Change Management materials required for the CAB. Work to improve adoption and governance in Change control, identifying areas for process improvement and training opportunities. Conduct Post Implementation reviews (PIRs), and reflective exercises focussed on CSI for Change Control
• Incident Management Support the Service Manager, acting as a dedicated Major Incident Manager when required. Perform Major Incident duties as specified in the documented process. Support the technical teams in Major Incident resolution and post activities. Lead and assist in Incident reviews as required
• Knowledge Management and Reporting : Work with Product Owners and Service Delivery teams to improve Knowledge management materials in the main KB repository, ServiceNow. Produce Ad Hoc and management reports relating to the ITIL Process streams, participate in internal and external audits, working closely with IT Security teams to address auditory compliance.

Education, Skills & Experience

Education, Knowledge and Experience

• Demonstrable experience in Service Management practices and ITIL process management
• Advanced experience in using MS Excel, MS PowerPoint and MS Word
• ITIL V3 or V4 certified to foundation level. Additional ITIL lifecycle certifications advantageous
• Demonstrable experience in drafting process documentation and Service Management related communications.
• Experience in ITSM Tooling sets. Experience in ServiceNow administration advantageous.
• Experience in working within Legal IT or alternative professional services organisations, advantageous.
• Experience working in a global IT organisation with multiple IT Teams across timezones
• Creative and solution orientated.
• Strong interpersonal skills – previous experience working collaboratively with global Business teams and IT personnel.
• Self -Starter, willing to take on new challenges seeing through to completion.
• Good written and verbal English language skills

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Walkers global is an equal opportunity employer. Equality and diversity are key to our global identity and an integral part of our goal to continue being an employer of choice. We are committed to a work environment that supports all individuals irrespective of gender, ethnicity, nationality, race, religion, marital status, age, disability, pregnancy, sexual orientation, gender identity or any other applicable legally protected characteristics. We make every effort to ensure that employment opportunities are open and accessible to all purely on the basis of personal ability.

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