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IT Business Partner (19000061)

Posted: 18 Sep 2019 Closes: 29 Dec 2019
More London 4 More London Riverside London SE1 2AU
Variable 19000061

IT Business Partner - (19000061)


About Gowling WLG

We have more than 1,400 legal professionals working around the world. Our offices span across 19 cities in Canada, the UK, Continental Europe, Asia and the Middle East. There's strength in our global presence – we embrace our differing cultures and work together as one team. We also understand the importance of investing in relationships that build knowledge and trust, while we provide legal advice that's tailored to our clients' world.

'Our people and distinct culture are what makes us different. We know this through client and employee feedback and this drives everything we do'' Chris Oglethorpe, HR Director.

There are great opportunities for all our people to flourish. Through training and personal development they can grow in their role. Our people are the cornerstone of our success, across legal, business support and early talent. We care about their happiness and believe in the power of teamwork. We want them to feel empowered and recognise that by supporting, respecting and embracing everyone's different contributions we achieve more.

Working flexibly, working fairly

Agile working offers people more freedom and flexibility in where, when, and how they work. As technology advances and our workforce becomes more diverse – and with clients often working to a 24/7 rhythm – having extra flexibility is key to helping us balance work and other commitments sensibly and productively.

By supporting people to choose where and when they get their work done, we help them to make a full and fair contribution to their team – while maintaining that all important work-life balance.

Main purpose of the role:

To support Service Delivery (RUN) by:

· Bridging the gap between the business and BIS by acting as a key link when changes/improvements are being considered, designed and implemented/operated - providing expertise in understanding both business and BIS perspectives

· Managing the operation of the London Subject Matter Analyst (SMA) Team and act as an escalation point for the business and BIS for IT/Information Systems related queries or issues

· Supporting the Business Partner Legal - Birmingham with managing the service delivery professions – SMAs (including the PDR processes)

The structure of the team is split over 2 locations:

· The London and Birmingham offices working as a single team

Direct reports;

· 1 Technical Service Delivery Lead 8 SMA

Indirect reports:

· Lead/support technology teams as required.

Budgetary/financial responsibility:

To be agreed with the Head of Function and in accordance to the budgetary and financial authority limits

of the firm

Main Duties and Responsibilities:

To provide valuable, professional direction and support to legal business groups/teams by:

· Overseeing and managing the relationships between BIS and the legal business

o acting as an impartial advocate of the business to BIS and vice-versa

o performing ‘account management’ for individuals/functions/practices/offices (including escalation for BIS customer service and BIS supported projects)

o ensuring ‘sight’ of change within the business and BIS (including user change management)

o helping the business navigate BIS support (including supporting A&I and BSC) and monitoring that the business change is implemented and embedded

o providing business relationship management (BRM) – demand shaping, exploring, servicing, value realisation

· Acting as a change advocate/educator to both business and BIS

o becoming a trusted advisor and coach to business leaders on IT/Information Systems issues and BIS leaders on business issues

o supporting both the business and BIS on monitoring and understanding the performance of all BIS supported technology

· Building a relationship with legal business groups/teams in the assigned international offices, maintaining regular contact (weekly) and visiting them at least once a year

· Consulting with the Information Security Officer to ensure that any proposed software developments or changes do not compromise the security of the firm’s data

To collaborate with the other Business Partners and Service Change and Management Leads to

facilitate a joined-up and coordinated service to the business

· Providing Business Partner or Service Change and Management Lead cover as necessary

· Supporting escalated problems (as required by the Service Change Lead) and maintenance issues (as required by the Service Management Lead)

To manage the Technical Service Delivery Lead and SMA team providing 1st & 2nd line support 365/24/7 including:

· Utilising the skills and experience of the Senior SMAs for:

o the daily management of the SMA team

o the 8pm to 8am Out-of-Hours Support (OHS) from SMAs & SMEs

o the 8pm to 8am OHS external third-party provider of 1st line support

· Overseeing 1st line / 2nd line support for routine incident requests (ITIL request fulfilment and incident management)

· Overseeing the resolution/routing other customer service requests (e.g. ITIL access

· management)

· Providing a senior escalation route for incidents between the business and BIS for customer

· service including OOH duty manager cover

· Developing and training a ‘SMA-type’ contact within each European office to support BIS services, solutions and systems

To support the Business Partner Legal – Birmingham with managing the service delivery professions

– SMAs

· Understanding overall staffing requirements - summarising SMA staffing requirements (current and future views)

· Developing career paths for the SMAs - working with HR to develop and implement career paths (approaches and training) to match requirements – including apprenticeships as appropriate

· Managing the PDRs for SMAs following the firm’s processes

· Understanding competencies and capabilities within SMA team - working with HR to understand capabilities and competencies – developing a programme to plug gaps

· Recruiting and managing overall team size - working with HR to recruit as necessary

· Maintaining knowledge by participating in educational opportunities; attending professional conferences and events; maintaining personal networks; participating in professional organisations such as ILTA and Litig

· Participating in knowledge gaining and sharing amongst Enterprise Architects, Digital Innovators, SMEs, Developers, Solutions Architects and SMAs by utilising corporate membership of industry bodies and knowledge providers (e.g. Gartner)

· Participating in, contributing to and networking within BIS ‘Communities of Interest’ relating to the chosen core technology platform area(s)

· Helping to educate peers, including with current business and technology trends

To support the Head of Service Delivery and BIS by:

· Performing any other reasonable operating tasks as requested, including requests from other senior BIS leaders

· Delegating tasks to and supervising the SMA Team

· Negotiating contracts and managing relationships with external service providers

· Performing the Service Delivery Out of Hours Support (OHS) ‘Duty Manager’ role on a rota basis

· Supporting Service Delivery with global incident management, business continuity and resolution

· Responding to service incidents/BAU (RUN tasks) as required – this should always be the highest priority for all BIS staff


Key Skills and Experience:

§ Ideally an IT/Information systems qualified graduate in computer science/information systems/related fields

§ Five or more years of IT and business user experience, with sensitivity and commitment to business problem solving - ideally experience of working with a range of technologies (including Microsoft) within business/operations areas of the legal profession or other professional services, with a global component

§ Three or more years as a technical expert who can demonstrate success in effectively and efficiently:

o managing and operating the subject matter analysts and/or floor based support teams

o using technical knowledge to resolve issues

o understanding service management principles, ideally ITIL qualified

o liaising with peers and senior management

o expertise in operating with one or more of Gowling WLG’s core technology platform areas and willing to gain an excellent understanding of all BIS core IT systems

o using data processing, analysis and quality management tools

o developing and implementing processes and policies

§ Good understanding of current and emerging technologies and how other enterprises are employing them to drive digital business

§ Ability to influence and persuade senior stakeholders

§ Demonstrated experience and ability in successfully utilising "soft skills" or "people skills"

§ Strong analytical, diagnostic and problem-solving skills with the ability to absorb new information quickly

§ Proven ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as with external vendors and service providers)

§ Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads for self and staff

Equal Opportunities:

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion or belief, age, disability, sexual orientation, sex, gender re-assignment and gender identity, marriage and civil partnership, and pregnancy, maternity and paternity. This also includes any incidents of perceptive or associative discrimination and harassment.

At Gowling WLG we seek to attract and retain talented people from a diverse range of backgrounds and cultures, to create an exciting and rewarding place to work. Our aim is to fulfil everyone's potential and together to achieve personal and business goals.

Standard hours of work are 9.30 am to 5.30 pm Monday to Friday with 1 hour for lunch (35 hours per week).

Work Locations: More London 4 More London Riverside London SE1 2AU

Job: IT

Organisation: Business Services

Schedule: Full-time

Employee status: Regular

Gowling WLG

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