IT Service Governance Manager
Summary: The IT Service Governance Manager is responsible for leading a team of professionals to establish standards and process excellence for IT Operations. This role and its supporting team are accountable for enforcing, monitoring, measuring, and continually improving the Firm’s IT Service Management (ITSM) process framework, including disciplines for IT Asset Management, Incident Problem and Technical Change Management, and Knowledge Management. In particular, the IT Service Governance Manager will take lead responsibility for Technical Problem and Change Management in partnership with the Director of Service Management. This role requires a leader who can foster the growth of team members while also forging relationships across IT to promote the governance and standards needed to uphold a level of service quality that the firm expects.

Qualifications:
Education & Credentials  

• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical field. Master’s degree is preferred.
• Appropriate technical certification(s) are preferred (e.g., ITIL v4).

Knowledge & Experience:

• 7+ years of relevant experience, preferably in a large Law Firm setting, professional services organization, or legal information services provider.
• Demonstrated experience designing an ITSM framework, preferably in a professional services or Legal Firm.
• Proven experience with global, tiered IT support models.
• Leadership experience in managing a team of professionals across various IT Service Management disciplines.
• Successfully worked in a time-sensitive, high-visibility environment.
• Proficient in building frameworks for performance indicators and service level standards.
• Expertise in enterprise service desk technology solutions (e.g., ServiceNow) for design, process, user experience, configuration, and ongoing enhancements.
• Demonstrated success in leading and influencing IT staff of all levels to adopt ITSM standards, processes, and controls.
• Business process design experience to achieve performance improvement outcomes.

Skills & Expectations:

• Strong service orientation and understanding of developing effective working relationships with users and organizational stakeholders at all levels.
• Proven ability to serve as a change agent, leading and inspiring others to act, especially in unpopular change circumstances.
• Excellent problem-solving skills, capable of dissecting technical and organizational challenges to identify root cause, effect, and solution.
• Effective conflict resolution skills, navigating IT staff and stakeholders through incidents with care.
• Highly motivated, analytical, organized, and efficient.
• Strong sense of urgency to address user needs and prevent issues.
• Ability to work well under pressure.
• Collaborative work style with cross-functional leaders and teams, fostering high-performing staff.

Work Conditions:

• Based in Washington, D.C.
• Core hours of 9:00 am – 5:30 pm, Monday-Friday; hybrid in-office, a combination of onsite and remote work with occasional on-call availability.
• Position requires access to equipment, software, or technology subject to U.S. export controls.

Duties and Responsibilities:

• Oversees the Firm’s ITSM framework and governance in partnership with the Director of Service Management.
• Leads the technical change approval process and associated standards/checklists required for promoting solutions into production environments.
• Manages the problem management discipline, actively working with various IT stakeholders to enhance processes, standards, and effectiveness.
• Partners with IT management and technical leads to shape ITSM standards from the end-users' perspective.
• Oversees ITSM team members representing various service management disciplines, shaping strategy, design, and execution.
• Directs the strategic design of the firm’s ITSM technology systems and solutions, collaborating with IT solution teams and 3rd party providers.
• Works actively with cross-functional stakeholders to identify and apply design enhancements to ITSM technology.
• Manages the IT Release/Deployment Calendar in partnership with the Quality Assurance and Testing Manager, coordinating across the Applications Solutions, Infrastructure Solutions, and Service Management teams.
• Defines the Firm’s ITSM strategy, standards, policies, and processes in collaboration with the Director of Service Management.
• Ensures that IT service level agreements (SLAs) are understood, measured for delivery, and aligned with business needs.
• Stays abreast of industry trends and best practices, disseminating knowledge across IT teams.
• Manages risks and issues affecting IT services and end-user productivity.
• Maintains the ongoing ITSM budget required for achieving established strategic objectives.