Senior Manager, Service Management

About the Role

Our client, a premier global elite law firm, is seeking a Senior Manager of Service Management to build and operate a practical, enterprise-grade service management function. This role will address fragmented operational processes, inconsistent data, and unclear service ownership across internal IT units and third-party vendors. The goal is to establish a unified service model and operating discipline that improves service reliability, reduces incidents, and provides complete visibility into platform performance, directly maximizing attorney productivity and reducing cost-to-serve.

Responsibilities

• Service Management Leadership & Execution:
  • Define and execute a modern service management strategy aligned with operational realities and business priorities.
  • Establish clear boundaries, ownership, decision rights, and key dependencies for all business and technical services.
  • Run day-to-day service operations, enforcing consistent execution across internal IT units and external vendors.
• ServiceNow Platform Ownership & Governance:
  • Own the strategic roadmap, governance, and data model for the firm's enterprise ServiceNow platform.
  • Standardize workflows, data quality, and platform usage to eliminate fragmented adoption across departments.
  • Serve as the primary decision authority on ServiceNow workflows, reporting structures, and platform usage.
• Stakeholder Engagement & Collaboration:
  • Build strong working relationships with IT leaders, third-party vendor executives, and legal practice stakeholders.
  • Translate complex service requirements into clear, executable technical changes.
  • Deliver consistent, executive-level reporting on service performance, operational risks, and proactive risk mitigations.
• Experience Management & Digital Observability:
  • Transition the organization from pure SLA-based reporting to modern Experience Level Agreements (XLAs) and experience-based metrics.
  • Implement endpoint and service-level monitoring tools to detect and resolve technical degradation before it impacts end-users.
  • Combine ticket data, user sentiment, and endpoint telemetry to proactively address recurring operational friction.
• Vendor & Service Integration (SIAM):
  • Design and execute a Service Integration and Management (SIAM) framework across all third-party providers.
  • Align multiple vendors and internal teams to operate against a single service model with shared outcomes and clear accountability.
  • Hold external service providers accountable for performance, cost-efficiency, and continuous improvement.
• Core ITIL Practices & Process Optimization:
  • Provide operational leadership for core ITIL practices: Incident, Problem, Change, Request, and Knowledge Management.
  • Streamline workflows, remove unnecessary administrative steps, and improve resolution velocity.
• Self-Service & Automation:
  • Drive firm-wide adoption of workflow automation, self-service portals, and orchestration tools to eliminate manual overhead.
  • Ensure automation aligns with established service boundaries without introducing process fragmentation.

Requirements

• Education & Experience:
  • Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (or equivalent combination of education and experience).
  • Proven experience leading global service management or service delivery teams within professional services, law firms, or complex, client-driven enterprise environments.
  • Deep experience building and operating global delivery models, including multi-vendor outsourcing environments.
• Technical & Strategic Competencies:
  • Advanced mastery of ITIL-based service management principles, modernized for agile, cloud-forward enterprise environments.
  • Strong track record governing and optimizing ServiceNow as an enterprise platform.
  • Practical knowledge of SIAM principles to unite internal IT teams and external suppliers into a cohesive unit.
  • Ability to identify bad or conflicting data, fix underlying system root causes, and drive evidence-based decisions.
  • Skill in analyzing service cost structures, vendor commercial terms, and return on investment for technology spend.
  • Competency in designing user-centric performance indicators, telemetry models, and sentiment feedback loops.
• Leadership & Performance Traits:
  • Exceptional written and verbal communication skills, capable of translating complex technology concepts into business-relevant narratives for senior partners.
  • Proven supervisory and team leadership experience, including performance management, budgeting, and talent development.
  • High initiative, self-starter mentality with the composure to manage shifting priorities in a high-stakes, fast-paced setting.
  • Absolute discretion and judgment when handling confidential enterprise data.

Locations: New York, NY or Chicago, IL (Hybrid)