Team Leader, IT Service Management

Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.

 

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.

 

As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.

 

At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

 

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.

 

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.

 

Herbert Smith Freehills Kramer: Your goals. Our ambition

The Opportunity

We are looking for an experienced Team Leader to join our IT Service Management team in Australia on a 6-month contract. This role can be based in our Sydney, Melbourne, Brisbane or Perth office. In this role, you will take ownership of incident and problem management and lead a high-performing team committed to service excellence. You will communicate clearly and concisely with your team, IT colleagues, and the business to ensure IT solutions and services meet and exceed expectations. If you thrive in a fast-paced environment and are passionate about driving a culture of stability and continuous improvement, we would love to hear from you.

What you’ll do

• Actively lead and motivate the team, fostering a culture of engagement and high performance.

• Manage activities related to prioritised incidents, focusing IT resource effort, identifying root cause and working through to timely resolution.

• Actively drive a culture of zero tolerance of outages and instability.

• Lead problem management activities, identifying root cause and defining preventative actions.

• Own all IT communications sent by the Service Management team, including IT Service Alerts, Outage notifications and IT News, ensuring end users are effectively and accurately informed.

• Manage and continually improve the Daily Operations Review stand-ups.

• Work closely with Global Service Owners, Business Relationship Managers and Technical Project Managers to smoothly transition new services and upgrades to operational status, ensuring alignment with service resilience standards.

• Collaborate with your London counterpart and Global Capability Owner to globally align and continually improve all processes as part of the Service Management capability.

• Drive continual updates and development in ServiceNow, and produce management reporting from the platform.

What you’ll bring

• Strong team management experience (3+ years), preferably across global and virtual teams.

• Minimum 5 years' demonstrable experience in Service Management, including Incident, Problem, Request Fulfilment, Change Management and Service Levels.

• Strong written and verbal communication skills, with demonstrated experience identifying, analysing, engaging and influencing a spectrum of stakeholders.

• Proven ability to deliver outstanding service in a fast-paced environment.

• Experience working in a law firm or professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.

• ITIL / ITSM Certification would be advantageous.

• An innovative mindset, curious about AI and emerging technologies.

What you can expect from us

We’re a world leading international law firm with a global team of over 6,000 professionals across 26 offices. As the market leader in Australia, we are committed to high performance, collaboration, diversity and digital innovation. We are client-centred, commercially driven, and renowned for our solution-focused expertise. We will align your growth with our ambitions.

• We make your personal and professional growth our business. And as part of the team, our ambition is yours too. Wherever you are in your career: grow and help the firm grow with you.

• We will provide opportunities to learn on the job as well as a mix of learning opportunities tailored to you. Daily experiences, supportive challenges, team collaboration, mentors, and structured learning opportunities help you to expand your knowledge and reach your goals.

• We value your wellbeing, both at home and work and we place a strong emphasis on mental health. If you need support, you’ll have it and we’ll empower you to harness your personal strengths, navigate uncertainty, embrace opportunities, and effectively manage things within your control.

• For more benefits on offer such as our holistic wellbeing fund or home office allowance please click here.

• Join us to be part of a human, bold and outstanding team at Australia’s market leading law firm.

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.

Team

Information TechnologyFull time

Location

Melbourne, Sydney

Contract type

Maximum Term Contract

Diversity & Inclusion

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.