Service Management Analyst Apprentice

Recruiter
CLIFFORD CHANCE LLP
Location
10, Upper Bank Street, London, E14 5JJ
Salary
£26,000.00 - £27,000.00 annually
Posted
02 May 2019
Closes
06 Jun 2019
Ref
VAC001529890
Specialism
IT
Sector
Unspecified
Role Type
Apprenticeship, Higher
Start Date
June
Duration
Permanent
Our client is a multinational law firm headquartered in London, United Kingdom, and a member of the "Magic Circle". It is one of the ten largest law firms in the world measured both by number of lawyers and revenue. In 2016/17, the firm had total revenues of £1.54 billion, the highest of any firm in the Magic Circle, and record profits per equity partner of £1.375 million. According to SWFI, the company tied for 1st place for calendar year 2015 regarding legal advising for public institutional investor deals.

This is an opportunity for someone new to IT to gain a solid foundation in IT Service Management. As a Service Management analyst, you will spend time with each of the different areas within the team to give you a broad appreciation and understanding of all aspects of service management.

On a day-to-day basis this will mean working alongside one or more members of the team to develop your awareness of their specific area(s). Under their direction and guidance, you will be asked to help with any number of activities that they themselves undertake, including process/service design and ongoing review, service support and delivery, service analysis and reporting.

In addition to the practical experience you gain every day, you will be given the opportunity to undertake appropriate ITIL courses. Over time it is expected that you will naturally gravitate towards one of the areas that you have worked in to help you further your career either with or outside of the company.

The firm operates a federated IT function that makes best use of lower cost locations, centres of excellence and suppliers' expertise from across the globe. Overall, the Service Management function ensures that the firm receives high quality service and support, and value for money, across its systems and teams around the world.

The Service Management team comprises around 20 people, based in London. However, the function also provides the framework and energy to a wider, virtual team around the IT network to ensure consistency and standards in all regions. The function broadly covers the following areas, all of which you will have the opportunity to get involved in.
  • ITIL-based process development and assurance (Incident, Problem, Change, Release and Asset Management for example, as well as the IT Service Catalogue)
  • Setting and supporting the IT Operating Model, ensuring consistency, efficiency and effectiveness
  • Setting and assuring relevant and pragmatic performance standards across services and teams
  • Ownership of the Service Management toolset (ServiceNow)
  • Ownership of some outsourced services, including a centralised, English speaking Service Desk delivered from Bangalore
  • Shared ownership of some outsourced services, such as Infrastructure services delivered from Bangalore


Requirements and prospects

Desired skills

  • Ability to work independently and maintain a high degree of self-motivation
  • Team work skills
  • Organisational skills
  • Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience.
  • High proficiency in English; both spoken and written
  • Strong relationship skills to enable communication at different levels
  • Strong negotiation and influencing skills
  • Strong analytical skills


Personal qualities

  • Adaptability and flexibility
  • Professionalism
  • Positive attitude and energy
  • Mature, calm person
  • Is open to learning new skills
  • Demonstrates a drive towards continual personal growth and development
  • Demonstrates a good understanding of clients' operational and environmental pressures, priorities and objectives


Desired qualifications

To be a Service Management Analyst Apprentice you will need 5 GCSEs (or equivalent) (A* - C) including maths andEnglish.

Future prospects

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career.

After the apprenticeship:

Over 90% of our Apprentices move on to permanent full time employment in the tech industry. There are also opportunities to extend your training with a higher level Apprenticeship programme. Just IT have already helped over 1000 people start their tech and digital careers with an Apprenticeship.

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