Senior Manager, Service Management

On behalf of our client, a premier, global elite law firm, we are seeking an experienced Senior Manager: Service Management . Our client represents the world's major corporations, funds, and financial institutions in their most critical transactions and complex disputes. They operate a highly collaborative, client-focused environment where operational excellence, strategic innovation, and technical reliability directly empower their legal teams worldwide.

Role Overview

• Position: Senior Manager: Service Management
• Locations: New York, NY or Chicago, IL (Hybrid, 3 days in office)
• Compensation : $165,000 - $215,000 base salary

Our client is seeking a Senior Manager: Service Management to build and operate a practical, enterprise-grade service management function. In this role, you will be accountable for fixing fragmented operational processes, inconsistent data, and unclear service ownership across internal IT units and third-party vendors.

You will establish a unified service model and operating discipline that improves service reliability, reduces incidents, and provides complete visibility into platform performance. The core focus is on maximizing attorney productivity, reducing cost-to-serve, and enforcing firm-wide service standards that directly inform operational decision-making.

Key Responsibilities

Service Management Leadership & Execution

• Define and execute a modern service management strategy that reflects 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.

Qualifications & Skill Requirements

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field (or equivalent combination of education and experience).
• Senior Leadership Track Record: Proven experience leading global service management or service delivery teams within professional services, law firms, or complex, client-driven enterprise environments.
• Outsourcing & Delivery Models: Deep experience building and operating global delivery models, including multi-vendor outsourcing environments.
• ITIL Expertise: Advanced mastery of ITIL-based service management principles, modernized for agile, cloud-forward enterprise environments.
• ServiceNow Mastery: Strong track record governing and optimizing ServiceNow as an enterprise platform.

Technical & Strategic Competencies

• SIAM Integration: Practical knowledge of SIAM principles to unite internal IT teams and external suppliers into a cohesive unit.
• Data Literacy & Analytical Reasoning: Ability to identify bad or conflicting data, fix underlying system root causes, and drive evidence-based decisions.
• Commercial & Financial Acumen: Skill in analyzing service cost structures, vendor commercial terms, and return on investment for technology spend.
• Experience Measurement (XLAs): 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.