Director of Service Delivery

About Fulcrum 

We operate at the intersection of technology and law, in an industry that demands agility and innovation. Our team is dedicated to developing advanced solutions for legal professionals.

Our daily work involves tackling intricate challenges, providing reliable, efficient, and smart solutions for legal experts across the globe. Join us in reshaping the legal landscape with groundbreaking technology.

The Role

The Director of Service Delivery is a member of the Service Management Team. The position primarily entails ensuring the services we provide to our customers are being managed effectively and to improve and maintain service performance, quality and stability.  This role will work and collaborate with several internal teams including solution delivery, project implementation and key stakeholders. This is a customer facing role and you will be the first point of contact for queries, escalations, KPIs, etc.

The Director of Service Delivery is responsible for:

• Managing day-to-day governance and delivery of IT Service Management (ITSM) processes, including Change Management, Problem Management, Incident Management, and Major Incident Management.
• Management of the service to the end Customer. For Example act as a point of escalation for co-ordination, resolution and intervention across service management operations. Facilitating additional services eg Advisory days, Root Cause Analysis investigations, etc Leading the Minor Enhancement process for specific clients
• Ensuring the purpose and approach of ITSM is communicated and understood within the IT Service Delivery teams, Senior Management and end Customer. Including coaching SD and support team colleagues as required.
• Establishing, maintaining and reporting on key performance indicators (KPIs). managing service levels, ensuring regular service reporting, trend spotting and pro-active problem management
• Working with the Solutionand Service Delivery teams to ensure continual service improvements (CSIP), to meet the expectations of our customers.
• Champion best practice within Fulcrum by delivering training and knowledge to existing and new members.
• Being an interface for service introduction for new services or product releases with project and transition resources. Manage Hypercare and seamless transition to normal BAU operations.
• Providing regular input into improving the Service Management processes and toolset.
• Assisting with the development and delivery of training and documentation related to ITSM processes.
• Ensuring change, releases and patching follow Change Control and are planned, accessed and communicated in advance
• Growing this role in new ways and the development of new processes, as ITSM matures at Fulcrum.
• Working as part of the SDM global team to provide 24x7 coverage for MIs including communication, leadership, co-ordination etc across clients and teams. This includes being part of the escalation process and escalating to senior managers as required.

Additional accountabilities:

Any other duties as deemed necessary to achieve company goals

Person Specification

Qualification and Experience:

• Location either Chicago or London Metropolitan Areas
• ITIL Service Management certified.
• Experience working in an ITIL process driven organization.
• Knowledge and experience supporting SAP and integrated systems globally.
• Ability to cope well in a fast paced environment .
• Proactive, Customer focussed attitude and approach.
• Sound judgement in decision-making.
• Experience of global support operations.
• Ability to lead virtual teams with strong communication skills, both verbal and written.
• Flexible, proactive and adaptable to change.

• Proven track record of service management and delivery in a global environment including resource management, customer management, performance management and service improvement with reasonably sized teams with a mix of directly managed and matrixed managed staff.
• A varied background covering process, service desk, end user computing and applications. Desirably exposure to project management, service management, business change management and IT Training.

Skills and Abilities

• Demonstrable leadership, negotiation, communication and influencing skills with the ability to motivate and engage individuals.
• Ability to think laterally and creatively to develop innovative plans and identify improvement opportunities.
• Adaptability in an ambiguous fast-moving environment while also driving toward clarity and solutions.
• Ability to inspire trust and credibility, set out clear directions, and inspire others through indirect leadership.
• Ability to grasp critical issues and distil them into clear and manageable priorities, weighing costs and benefits, and explaining complex technical or process concepts to others in “plain English” as needed.
• Business acumen.

Diversity and Inclusion

We value difference and promote a culture of respect for each individual. We encourage workforce diversity in all aspects and at all levels and in doing so create an environment where everyone can realise their full potential and career ambitions on the basis of merit and skill.