Director of IT Service Management

Director of IT Service Management IT: Service Management Department Summary: Duties and Responsibilities: The Director of Service Management is Service Management Oversight Responsibilities responsible for managing all aspects of the Covington's IT end-user support services and The Director has direct responsibility to lead the leads a team to deliver, measure, and end-user technology support services. Among continuously improve the Firm's technology other duties, the Director: experience. In this capacity, the Director works closely with IT and cross-functional · Supports the transition of deployed leadership to promote operational excel ence technology solutions, and oversees ongoing and deliver a gold-standard technology experience for the Firm's end-users. end-user support for the Firm. Overall Management Duties · Oversees the ITSM discipline to define, The Director's primary responsibility is to measure, and deliver against pre-established deliver high-quality, front line technology performance and quality standards in support to the Firm's partners, lawyers, and partnership with IT functional leadership. staff. End-users are reliant upon the Service Management team to provide valuable and · Oversees end-user support disciplines timely support for the Firm's technology centrally (e.g., help desk) and regionally (e.g., solutions to maintain productivity, and regional IT support teams) to deliver a effectiveness. The Director must be a cohesive technology experience. proactive technology leader with a relentless mission to deliver gold-standard quality and · Oversees Audio Visual and conference room customer service. videoconferencing support teams to deliver a Strategic Role at the Firm seamless in-office video conferencing The Director's strategic, long-term role is to experience. plan, budget, implement, and manage the Firm's Technology Service Management · Develops performance measures and processes, team members, and end-user routinely reports service management metrics services. This Director leads the Firm's IT to the IT Leadership Team and Firm release management, problem management, directors. incident management and change management processes and services. The · Utilizes metrics to identify opportunities for Director also evaluates and recommends service enhancement and implements service management strategies and initiatives that consistently improve both recommends new and improved services, service delivery and the end-user experience. processes, organizational designs and solutions to promote a high quality technology · experience that is commensurate with the Oversees the Firm's IT Asset Management Firm's strategic objectives. (ITAM) discipline, partnering with IT and cross-functional stakeholders to uphold defined ITAM lifecycle management standards. Department Management Duties and Responsibilities (continued): The Director leads a team of technology professionals in running the day-to-day · Partners with solution delivery leads to activities of the Service Management identify and coordinate steady-state support Department. The Department functions needs for new and emerging technology include Regional IT Support, IT Help Desk, systems / capabilities. Document Support Services Audio Visual/Videoconferencing support and ITSM · portfolio management (i.e., incident, release, Informs and approves IT change problem, change, configuration, and IT asset management, testing, and release management). management plans while balancing business impacts with priority of scheduled software Relationships with Firm Management changes / releases. The Director works with key committees and stakeholders to define policies, plans, and · Leads continuous improvement programs for budgets to maintain and enhance the Firm's enhancements to end-user support (e.g., self- Technology support services. The position service, automation). requires collegial relationships with business executive stakeholders and lawyers to · Contributes to the design, validation, and operate as a senior management resource to support of IT business continuity plans. support the Firm's overall technology strategy and Chief Information Officer · Ensures compliance with applicable Firm, The Director also works closely with other state, and federal laws, statutes, and Directors within the Information Technology regulations, as appropriate. organization and across the Firm (e.g., Litigation Support Services, Marketing, · Oversees the firm's technology major incident Accounting, Human Resources) to deliver management process and coordinates technology solutions appropriate and timely communications and responses. The Director demonstrates effective spirit of teamwork with Firm management, lawyer Department Oversight Responsibilities committees, partners, directors and their staff in providing time-sensitive client services and · The Director has responsibility for the overall robust, user-oriented information systems direction and professional development of the Service Management staff and departmental Apply managers. Qualifications: · Provides direction and goal setting on Service Education & Credentials Management strategy and operations.

• College degree is strongly
• Provides senior management direction to the

preferred, preferably in Computer Department's managers and staff. Science, Information Systems, Business Administration, Finance, · Develops and motivates the staff to work as a or a related field; Master's degree team in addressing user and client needs. preferred. · Recommends appropriate levels of staffing, including position descriptions and salary level recommendations. Qualifications (continued): Duties and Responsibilities (continued):

• Appropriate technical certifications
• Hires, evaluates, promotes, and measures

are preferred (e.g., Six Sigma, the performance of staff; makes transfer and ITSM--focused on ITIL and/or termination decisions for Service

COBIT).

Management staff in coordination with the Chief Information Officer and Chief People Knowledge & Experience Officer.

• 10+ years of relevant professional
• Prepares and manages annual operating and

work, and current or prior senior capital budgets for the Department. management experience.

• Manages and determines priorities on special
• Significant career experience in

projects. information systems, with a preference for extensive work in a End-User Services Responsibilities large Firm setting, a professional services organization, or a legal · Manages a systematic service management information services provider. program, including required communications and training for end users on the ITSM · Substantial experience in IT processes and service level agreements Service Management oversight, (SLAs). including strategy, planning, budgeting, and ongoing · Maintains a highly responsive Service administration. Management staff

• Operational proficiency in IT
• Acts as point of escalation in challenging

service management processes customer interactions. and controls including clear understanding and implementation · Assures regular, after-hours and weekend of key metrics to track and improve support for technologies that the Department customer service. supports.

• Experience with directing and
• Uphold high standards of confidentiality,

managing software change discretion, and integrity, particularly with management and release respect to all sensitive and/or confidential firm management processes. and client information to which this position will have access. · Understanding of developing implications and opportunities for Status: Exempt generative AI on customer support Reports To: Chief Information Officer functions including the market for Workplace Type: Hybrid generative AI technology solutions. Salary range is $220,000 - $275,000 dependent on experience level and varies based on geography/ · Experience supporting complex candidate location. conference room audio visual and video conferencing setup and Candidates hired for staff positions with a minimum work meeting support. schedule of 30 hours per week are eligible for a comprehensive benefits package, including healthcare insurance. Learn more about benefits at Covington. Qualifications (continued): · Proven experience in working with View Covington job applicant privacy notice here: senior-level attorneys or professionals and in balancing competing priorities in a time sensitive environment. · Strong track record in system planning, budgeting, and implementation. Skills & Expectations · Demonstrated experience in developing and motivating technology support teams. · Skilled in communications to all levels in the organization in writing, speaking, and presentation skills for work with the Firm leadership, the user community, and clients. · Strong track record in metrics driven service improvement. · Proven experience in managing relationships with vendors/consultants, IT teams and internal stakeholders. Work Location & Conditions

• Washington, DC or Boston
• Core hours of 9:00 am ­ 5:30 pm,

Monday-Friday; hybrid in-office, which will be a combination of onsite and remote work with occasional on-call availability. Position requires access to equipment, software, or technology that is subject to U.S. export controls. To be granted access pursuant to US Export Control laws, candidate must be either (a) a United States citizen or national; (b) a person lawfully admitted for permanent residence of the United States (i.e., "Green Card" holder); or (c) an INS-approved refugee or asylum holder who has applied for naturalization within six months of the date the individual first became eligible; and if not yet naturalized, is still actively pursuing naturalization if 2 years have passed since the date of application to be granted access pursuant to US Export Control laws. Candidates will be required to submit appropriate documentation to determine whether access can be granted before proceeding further through the application process. Covington & Burling LLP is an equal opportunity employer and does not discriminate in any aspect of employment, including hiring, salary, promotion, discipline, termination, and benefits, on the basis of race, color, ethnicity, religion, national origin, gender, gender identity or expression, age, marital status, sexual orientation, family responsibility, disability (including physical handicap), or any other improper criterion. Covington will consider qualified applicants with arrest or conviction records for employment in accordance with applicable laws, including the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance.