Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.
Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.
As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.
At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.
We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.
All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.
Herbert Smith Freehills Kramer: Your goals. Our ambition
The Opportunity
Role / Primary Responsibilities
Assigned service performance and continual improvement. Contributes significantly to the outcomes delivered by assigned user-facing services and is accountable for service performance, improvement and resilience within assigned scope. Uses service insight, experience analytics and operational data to identify emerging issues early, and contributes to continual improvement planning and the improvement backlog for assigned services.
Practical automation and operational efficiency. Builds reusable automation that removes manual effort, helps prevent repeat disruption and shortens restoration of service, working within approved guardrails and established patterns. Applies machine-assisted and decision-support workflows with appropriate verification, data-sensitivity and governance controls, retaining personal accountability for the correctness, safety and business suitability of outputs.
Service continuity and business protection. Provides specialist technical guidance and practical technical leadership within assigned services when business-critical capability is at risk, working with internal teams and suppliers to support faster restoration and reduce impact on client-facing work. Communicates impact, recovery progress and residual risk in clear business terms.
Systemic risk reduction and permanent remediation. Drives investigation, analysis and remediation activity within assigned problem management scope, using operational evidence to identify root causes and turn findings into permanent fixes, preventative controls and measurable reduction in repeat impact. Escalates broader or cross-service risk to Service Owners and Technology Leads with clear evidence and recommendations.
Safe change, security and risk control. Delivers changes to assigned services with clear risk assessment, implementation planning, validation and rollback. Provides technical evidence to change governance, embeds security and data protection into everyday technical decisions and surfaces residual risk to accountable owners.
Knowledge reuse and capability sharing. Converts operational insight into reusable knowledge, runbooks and repeatable patterns that improve first-contact resolution, escalation quality and service consistency. Mentors Digital Experience and IT Service Desk colleagues through practical coaching, documentation and joint problem solving.
Stakeholder engagement and supplier interaction. Translates service impact, technical risk and recommended options into clear business terms. Provides technical direction to suppliers where assigned service performance is at risk, manages day-to-day technical engagement with selected vendors and contributes to service improvement discussions. Influences internal teams to adopt approaches that protect resilience, security and user experience within assigned scope.
Complies with work health and safety obligations, information security requirements and firm policies applicable to the role.
Key Outcomes and Success Measures
Service resilience and continuity within assigned scope: fewer repeat disruptions, earlier detection of degradation, faster restoration of productive working and sustained availability of business-critical capability.
Workforce productivity and user outcomes: reduced friction and lost time in day-to-day work, improved digital employee experience and fewer service events that materially interrupt client delivery.
Automation and efficiency: measurable reduction in manual effort, reuse of automation built within approved guardrails, released support capacity and governed use of machine-assisted workflows with verified outputs.
Knowledge and capability uplift: improved first-contact resolution, stronger escalation quality, demonstrable reuse of knowledge assets and more resolution activity completed closer to the user.
Change, risk and supplier engagement: improved change success, reduced operational and technology risk within assigned scope, better supplier responsiveness on assigned issues and timely evidence-based escalation of cross-service issues.
Qualifications / Skills / Experience
Essential
Degree educated, or equivalent professional experience.
Solid experience supporting and improving the operational performance of enterprise user-facing technology services in a global or multi-region environment.
Track record of contributing to service improvement, including earlier detection of degradation, reduced repeat disruption and measurable improvement in user productivity or experience.
Experience providing specialist technical guidance when business-critical services are at risk, including problem investigation through to permanent remediation.
Practical experience building automation within governance controls, with measurable reduction in manual effort.
Strong diagnostic capability across endpoint, application, identity, network dependency and collaboration layers in complex, multi-vendor environments.
Competence with monitoring, observability, endpoint analytics, telemetry and service management toolsets, and the ability to convert data into targeted action.
Working understanding of identity, access, endpoint security and data protection controls as they apply to user-facing services.
Ability to express technical risk, service impact and recommended action in language non-technical senior stakeholders can act on, and to influence vendors and internal teams without positional authority.
Desirable
Relevant current vendor or platform certifications in modern workplace, endpoint, collaboration or cloud productivity technologies.
ITIL v4 Foundation or equivalent service management grounding; automation, scripting or intelligent automation credentials are advantageous.
Governed use of machine-assisted and decision-support tooling for diagnostics, knowledge, remediation and workflow design, with disciplined verification of outputs.
Experience sharing knowledge with, or mentoring, support and service desk colleagues, and engaging vendors technically through escalation.
Experience within a medium to large, globally distributed organisation; law firm or professional services experience is a distinct advantage.
Illustrative technology exposure: Microsoft 365, enterprise messaging and email, unified communications, endpoint management, secure file exchange platforms, digital experience monitoring, IT service management platforms, scripting, automation and approved intelligent automation platforms.
Competencies
Team
Information Technology
Full time
Location
London
Contract type
Permanent Contract
Diversity & Inclusion
We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.
