Overview
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Job title: IT Service Lifecycle Manager
Department: Information Technology Services – IT Service Delivery > Service Management
Office location: Birmingham
Reports to: Head of IT Service Desk and IT Service Transition
Working hours: 35 hours per week, 9:30am to 5:30pm; additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office; please contact a member of the recruitment team to discuss further.
Firm description: Hogan Lovells is one of the leading global law firms with over 40 offices globally. In the UK, Hogan Lovells has offices in Birmingham and London. The Birmingham office opened in 2015 and has practice areas including Corporate/Commercial, Disputes, Finance and Real Estate, as well as our Legal Delivery Centre and Business teams.
Role Description
The IT Service Lifecycle Manager is responsible for working with Hogan Lovells colleagues and third parties to manage the full lifecycle of IT services, ensuring services are strategised, designed, documented, transitioned, operated, and improved in accordance with ITIL best practices. The role also organises and runs the Change Advisory Board (CAB). In addition, the role leads and develops a team of three Life Cycle Analysts who assist with various functions of Service Management. This role falls under the Infrastructure & Operations team, which includes IT Service Desk, IT Service Lifecycle, Modern Workplace and Collaboration, and Core Infrastructure. The IT Service Lifecycle team is a global collaborative with members in multiple locations.
Key Responsibilities / Accountabilities
* Lead the Service Lifecycle process to ensure that new and existing services meet business needs and are scalable and sustainable.
* Collaborate with stakeholders to gather service requirements and design services aligned with business objectives and IT capabilities.
* Oversee the service portfolio, ensuring all services are aligned with the organisation’s strategic objectives and deliver value; ensure service information is up-to-date and accurate.
* Lead the Release Management process, ensuring software and service releases are planned, tested, and deployed with minimal disruption; coordinate across teams to ensure releases are executed on schedule with testing, validation, and stakeholder communication.
* Manage the Change Management process, ensuring changes to services, systems, and infrastructure are controlled, executed, and closed effectively; facilitate CAB meetings to assess, approve, and prioritise changes.
* Engage with stakeholders and third parties to assign, monitor and complete operational tasks in ITIL disciplines; conduct performance monitoring to ensure KPIs and SLAs are met; ensure compliance with IT policies and security standards; foster long-term partnerships for continual improvement of the Service Lifecycle process.
Person Specification
Qualifications
* Certified ITIL Foundation v4 (preferred).
* Advanced ITIL certifications (preferred).
* Additional certifications in project management or other relevant service management frameworks (preferred).
Experience
* Minimum of 7 years in IT Service Management.
* Minimum of 3 years in a leadership or managerial role overseeing ITIL processes (Service Design, Service Portfolio Management, Service Transition, Release Management, Change Management).
* Proven experience managing the full lifecycle of IT services from concept to retirement.
* Successful track record in service transitions and coordinating with technical teams for smooth deployment.
* Experience guiding and steering a virtual Change Advisory Board (CAB).
* Significant experience managing relationships with senior stakeholders and technical teams.
Skills
* End-to-end Service Lifecycle Management: design, capacity planning, availability management, and service continuity.
* Change and Release Management: risk management, stakeholder communication, and post-implementation review.
* Governance and Compliance: knowledge of regulations and internal governance frameworks; documentation for audits.
* ITSM Tools: proficiency with tools such as ServiceNow, BMC Remedy, or similar platforms; familiarity with automation.
* Stakeholder Management: strong communication, expectation setting, and KPI/SLA reporting.
Agile Working Statement
Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way, whether as a regular pattern or on an ad hoc basis, and we will be happy to discuss this further.
Equal Opportunities Employment Statement
It is Hogan Lovells policy to provide equal opportunities for all employees in recruitment, training and promotion. Decisions will be made based on job requirements and shall not be influenced by any consideration of race, religion, sex, gender, gender identity, age, sexual orientation, marital and civil partnership status, pregnancy or disability.
All vacancies are open to direct applicants. Recruitment agencies; please note we have a preferred supplier list for all roles.
Employment type: Full-time
Job function: Information Technology
Industries: Law Practice and Legal Services
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