Venable LLP is seeking an experienced Information Technology leader to join our growing firm. This newly created position will serve to bridge IT service delivery with the needs and expectations of our internal user community, ensuring positive outcomes through communication and effective change management in pursuit of IT operational excellence.
The Director will manage and lead the operational teams in IT dedicated to the Venable user community and their experience utilizing the firm’s technology resources. This includes the operational processes and delivery of support services that oversee IT Service Operations, Desktop Support and Audio Visual Services, and the IT Service Desk.
Key responsibilities for this role include…
Engaging in a continuous communication loop with the firm’s internal clients, lawyers and business professional employees related to IT service delivery, managing expectations of multiple business stakeholders, and providing a clear point of contact within IT for each business stakeholder.
Developing and managing IT operational plans to achieve the firm’s business goals for assigned groups specified above by fostering innovation, prioritizing IT initiatives. Define and deliver dashboards that present key performance indicators of delivery of IT services. Oversee service level agreements with end users, monitor IT support systems and processes.
Partner with, and communicate to, internal stakeholders (legal and business professionals) to ensure they understand the relevance and impact of IT changes.
Work collaboratively with IT management to create a technology roadmap to enhance services provided to the firm. Work with internal and/or external stakeholders as a thought leader to align operational technology solutions with business strategies.
Oversee the business relationship and management of the outsourced Service Desk vendor relationship, ensuring service delivery meets the needs of the firm and established service level agreements.
Analyze the services and technologies in use by the firm. Establish effective end-point support solutions that meet the mobility, telecom, and end-user needs in coordination with the Asset Manager. Develop and manage an equipment refresh process for the firm.
Define service improvement opportunities through data analytics and business and end user feedback.
Leverage knowledge of the business, IT industry, and knowledge and leading-edge technological solutions to transform the way the business operates and provides services to its customers.
Key experience requirements include….
Proven leadership experience managing Information Technology teams accountable to the end user community including significant experience working in an enterprise and customer-focused service delivery environment.
Demonstrated ability to apply IT in solving business problems.
Ability to communicate business requirements and technical fundamentals to individuals and teams within IT and the firm.
Strong vendor management skills.
Customer focused approach to problem resolution. Experience serving as a trusted advisor to business stakeholders.
Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing.
Strong people management skills managing leaders within the IT operational teams under purview.
Experience coaching others through complex situations with a high level of emotional intelligence and interpersonal savvy.
Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.
Strong focus on client service and responsiveness, must be results oriented, proactive and follow up within an agreed upon timeline.
Strong project and time management skills.
Demonstrated commitment to working collaboratively as part of a team and ability to lead, influence and motivate others.
Demonstrated ability to work effectively across organizational boundaries.
Ability to travel to firm offices across the US to engage with user community and team members.
We are seeking candidates interested in working as part of the firm’s management team, focusing on client service, continuous learning, innovation, and building human capital. We would love to hear from you.