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Incident and Problem Manager

JR-1291 Requisition #
Thanks for your interest in the Incident and Problem Manager position. Unfortunately this position has been closed but you can search our 105 open jobs by clicking here.

Skills & Experience

•    Experience of managing major, and complex, system failures and issues. This will include demonstrable, and structured, diagnostic and problem solving skills.
•    Deep knowledge of service management processes, particularly Incident, Problem and Change Management. 
•    Dealing with complex operational IT issues, ensuring that they are resolved and communicated in an effectively and timely fashion. 
•    Working in high-pressured projects to tight timescales. 
•    Producing statistics and reports, reflecting the performance of an operational service.
•    Maintaining appropriate, accurate and robust templates, processes and documentation. 
•    Using ServiceNow as a Service Management toolset. 
•    Awareness of local and regional sensitivity issues. 
•    Exceptional customer service and working relationships with other technical and non-technical teams. 
•    Managing third party teams, ideally in India. 
•    Ideally ITIL qualified (Incident Management, Problem Management, Service Operation etc).
•    You will have the ability to work on your own initiative, find service issues, and work with teams to resolve them.
•    You will have experience working with a large user base, approximately 5500 users.
•    In order to deal with the varied user base, you will need to have strong client-facing skills, including excellent written and verbal communication skills.
•    Excellent organisation, communication and presentation skills 
•    Proactive, resilient and comfortable with change 
Professional Expertise


•    The post-holder should be qualified to minimum of ITIL Foundation (v3) level.

Written and Verbal Communications

•    Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
•    Excellent verbal and interpersonal communications skills – some form of customer-facing interaction or consulting experience is a plus. 

Core Competencies

Analytical Thought & Problem Solving 

•    Makes decisions that solve the immediate problem and prevent it from occurring again
•    Prepares for potential problems and contingencies in case things go wrong
•    Takes prompt action to resolve problems quickly
•    Makes pragmatic and practical decisions about how centrally driven initiatives should be implemented locally.  
•    Uses all relevant sources of information, including the team and other colleagues, to generate solutions

Communicating and Influencing 

•    Uses a range of different influencing techniques
•    Takes account of different needs and concerns in order to effectively persuade others
•    Communicates effectively with the team through structured meetings and reviews
•    Resolves conflict and delivers feedback in an assertive and transparent way

Commitment and Self-Motivation 

•    Monitors and reviews the quality of service that is provided in order to ensure that it meets/exceeds client expectations.  
•    Resolves any problems with clients confidentially and professionally
•    Remains positive even if progress is slow and solutions are diluted
•    Demonstrates a drive towards continual personal growth and development

Organising and Managing Resources 

•    Manages multiple work streams/projects/roles and team members simultaneously 
•    Ensures own and others' time is spent on activities that add the most value
•    Reviews plans regularly, adapting to current or future setbacks and obstacles
•    Recognises and plans for bottle necks and resource challenges in project plans

Working Relationships 

•    Is a valued member of networks outside their immediate team
•    Demonstrates credibility and influence with senior clients or stakeholders
•    Initiates new client relationships
•    Takes responsibility for growing the reputation of the team

Organisational/Strategic Thinking 
•    Demonstrates an understanding of what different departments do and how they work together
•    Demonstrates an understanding of the firm's priorities - the factors which impact business performance - and the consequences of this for implementation.  
•    Recognises unspoken constraints within the firm - what is and is not possible in certain situation  
•    Demonstrates a good understanding of clients' operational and environmental pressures, priorities and objectives. 

To find out more:
Interested? To find out more about what it is like to work at Clifford Chance in London please visit our careers site

Equal Opportunities:
At Clifford Chance we understand that our true asset is our people. We believe that each and every one of us should experience an equality of opportunity and an equality of experience here. We are always working to develop and deliver the best and most innovative approaches to make that happen. Inclusion is good for our team and their families, our firm and society.

We are therefore committed to treating all employees and job applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

The firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

We have a number of initiatives and networks that support our aspiration to be the Global Law Firm of choice. These include our LGBT, Gender Parity, Ethnicity and Disability networks


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