IT - Process Designer at Dentons

Key Responsibilities

• Design and Implement Finance Business and IT Support Processes that meet the needs of the business and align with overall FFT Programme objectives, which will support the firm during program phases and post go-live.
• Work closely with Global and Regional stakeholders to understand their requirements and develop Support Processes that are robust and efficient.
• Assist the Operating Model team in strategy, design and implementation of global support processes, ensuring they are delivered on time and within budget.
• Lead fact finding workshops with global business and IT teams in understanding the current state.
• Analyze Business and IT Service Management MI and develop improvement options.
• Ensure compliance with relevant Finance Business and IT service management frameworks and standards (e.g., ITIL).
• Provide input into the development of Global Service Level Targets.
• Assist in developing and implementing Transition plans and Service Acceptance criteria.
• Design Finance Business and IT Support service catalogue.

Key Deliverables

ITIL based Support processes, including but not limited to:

• Incident Management
• Change Management
• Request Management
• Release Management
• Build Benefits Analysis of adopting a centralised support model.
• Support Process Business and IT Catalogue detailing the types of support services on offer.
• Transition plans and Service Acceptance criteria.
• Service Level Targets and Service Level Agreements as required.

About You

• Proven experience in Business and IT process and/or service design, with a track record of delivering successful business transformation projects.
• Strong understanding of IT service management frameworks and standards, such as ITIL.
• Excellent stakeholder management skills, able to build strong relationships with stakeholders at all levels.
• Excellent analytical and problem-solving skills, able to identify and address complex service issues.
• A strategic thinker, able to align IT services with overall business objectives.
• A self-starter, able to work independently and take ownership of workstream.
• Excellent communication and presentation skills, able to convey complex technical information to non-technical stakeholders.
• Ability to work under pressure to deadlines.
• Flexibility to accommodate stakeholders in multiple time zones.
• A team player, able to work collaboratively with other teams and departments.
• Be a strong advocate of documented, process-based service delivery solutions.

You will possess:

• Excellent communications, influencing, and stakeholder management skills;
• Excellent presentation skills with ability to conduct presentations comfortably to large groups;
• Experienced user of MS Office suite;
• Be versed in working across cultures and time-zones;
• Be adept in responding to challenges and issues as they arise;
• Be able to thrive working under pressure, and be able to multi-task;
• Extensive experience of working with layers of engagement and approval;
• Impeccable attention to detail and ability to work with a wide variety of people and projects in a collective and collaborative manner.