Service Management Analyst (Legal Sector)

Service Management Analyst (Legal Sector)

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Senior Delivery Consultant at Computappoint IT Recruitment

This is an exciting opportunity for an experienced Service Management Analyst to join a small but ambitious Service Management team within a global law firm, currently led by a dedicated Manager who has established a strong foundation. As a member of this team, you’ll play a pivotal role in driving continuous improvement and operational excellence. This role is perfect for someone with expertise in Service Management and ITIL processes who wants to make a tangible difference and grow alongside a maturing team. With a global presence across the Americas, Europe, the Middle East, and Asia, our client offers a dynamic, diverse, and collaborative environment where your skills will thrive.

Job Type: Permanent

Salary: Up to £70,000 (dependent on experience)

Working Arrangement: Hybrid (~2 days on-site per week)

Office Location: Central London

Responsibilities:

• Problem Management: Support and facilitate Problem Management activities, driving root cause analysis and producing insightful reports to enhance service performance.
• Service Transition/Service Introduction: Collaborate with Transformation and Technical Teams to ensure robust service transition practices and support business readiness activities.
• Change Management: Act as Change Manager, chairing the Change Advisory Board (CAB) when required, improving governance, and conducting Post-Implementation Reviews (PIRs).
• Incident Management: Serve as a Major Incident Manager when required, supporting technical teams in resolution and leading incident reviews.
• Knowledge Management and Reporting: Enhance Knowledge Management materials in ServiceNow and produce ad-hoc and management reports to support ITIL processes and audits.

This role requires familiarity with all five streams (Problem Management, Service Transition, Change Management, Incident Management, and Knowledge Management/Reporting). You’ll work closely with the Service Manager, shadowing and stepping in as needed, with the confidence to engage across all streams.

Required Experience:

• At least 3 years’ experience in Service Management practices and ITIL process management.
• ITIL V3 or V4 Foundation certification is essential; additional ITIL lifecycle certifications are advantageous.
• Demonstrable experience across all five streams: Problem Management, Service Transition/Service Introduction, Change Management, Incident Management, and Knowledge Management/Reporting.
• Experience with ServiceNow administration. .
• Strong proficiency in Microsoft Excel, Microsoft PowerPoint, and Microsoft Word.
• Prior experience in legal IT.
• Creative, solution-oriented mindset with strong interpersonal and communication skills.

To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice and Professional Services

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