IT Service Governance Manager- Hybrid Washinton D.C.

IT Service Governance Manager

This position and its accompanying team are responsible for overseeing, supervising, evaluating, and enhancing the Firm's IT Service Management (ITSM) process framework, which includes IT Asset Management, Incident Management, Problem Management, Technical Change Management, and Knowledge Management.

Specifically, the IT Service Governance Manager will lead Technical Problem and Change Management in collaboration with the Director of Service Management.

This position will be a hybrid model in their Washington D.C. office.

What You Will Be Doing :

• Collaborates with the Quality Assurance and Testing Manager to oversee the IT Release / Deployment Calendar (operational & project-based), working closely with Applications Solutions, Infrastructure Solutions, and Service Management teams to establish a unified, centralized view of all releases and technology deployments.
• Collaborates with the Director of Service Management to define the Firm's IT Service Management (ITSM) strategy, standards, policies, and processes to support ITSM activities.
• Engages with all functional areas within IT to ensure the implementation and alignment of processes with business requirements.
• Engages with key stakeholders across the Firm to identify opportunities for optimizing and enhancing ITSM processes.
• Supervises the development of Service Management Key Performance Indicators (KPIs) and relevant information for key stakeholders and IT leadership, including conducting recurring metric reviews with IT Leadership.
• Leads the development of service management level agreements (SLAs) in collaboration with IT functional leadership and solution / service team owners.
• Ensures understanding and measurement of IT service level agreements (SLAs) for service delivery.
• Keeps updated on industry trends and best practices related to ITSM, fostering, and sharing knowledge across IT teams.
• Manages risks and issues that may impact IT services and end-user productivity.
• Manages the ongoing ITSM budget necessary to achieve established strategic objectives.

Required Skills & Experience :

• Over 7 years of relevant experience, preferably in a large law firm, a similar professional services entity, or a legal information services provider.
• Proven track record in designing an IT Service Management (ITSM) framework, particularly within professional services or legal firms.
• Extensive experience with global, tiered IT support models.
• Successful history of leading a diverse team across various IT Service Management functions.
• Strong background in operating effectively within time-sensitive and highly visible environments.
• Proficiency in establishing frameworks for performance metrics and service level standards.
• Hands-on experience with enterprise service desk technologies such as ServiceNow, encompassing design, process optimization, user experience, configuration, and ongoing enhancements.
• Effective in leading and influencing IT personnel of all levels to embrace ITSM standards, processes, and controls.
• Knowledge of business process design aimed at achieving performance enhancement objectives.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position doesn’t provide sponsorship.