Mayer Brown
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as an Assistant Director: Technology Services (EMEA & Asia). Position Summary: The Assistant Director: Technology Services will work closely with the business and legal practices in EMEA and Asia to establish effective and lasting partnerships. This position requires a thorough understanding of stakeholder requirements, the ability to communicate the value of IT services, and the responsibility to align IT initiatives with the Firm's strategic goals. The role supports oversight of daily IT operations, focusing on maximizing availability, performance, and user satisfaction in coordination with the Director: Global Technology Services. The Assistant Director will cultivate robust relationships with local office leadership, promote a client-focused approach, and ensure that US operations contribute to and benefit from the Firm's global standards and initiatives. The Assistant Director: Technology Services will support the Director: Global Technology Services in delivering exceptional IT services, driving consistency, efficiencies, operational excellence, and continual service improvement across the Firm. This position is a key proactive point of contact for lawyers and business services staff with regard to current and future technology opportunities, including the responsible adoption of Gen AI capabilities that enhance productivity, improve service delivery, and support the Firm's broader technology strategy. This position is also a primary point of contact for office Directors of Administration within the region to address IT questions and concerns. Perform other additional duties as assigned. Hours: Standard hours are 9:30am to 5:30pm with flexibility in accordance with the needs of the business. Our current working from home policy allows for two days working from home, subject to business need. This policy is subject to change and does not form part of contractual terms. Responsibilities Responsibilities: Collaborate with the Director: Global Technology Services to define services and agree on meaningful service levels with the business, including service level expectations, key performance indicators, and customer experience measures. Support managers by providing leadership and guidance in alignment with the Global Director's strategic direction for planning, designing, developing, and implementing technology projects. Engage with stakeholders to capture and reflect the Voice of the Client in IT service delivery, including feedback mechanisms such as workshops, pilots, and surveys. Coordinate and support the execution of IT projects, process improvements, and change initiatives aligned with global IT strategy. Oversee day-to-day IT support operations to uphold service standards, performance, security, and user satisfaction in alignment with the Global Director's strategic objectives. Build and maintain strong relationships with office leadership, practice groups, and business units in EMEA and Asia to ensure IT services meet evolving business needs. Support and promote adoption of firm-approved technologies, including AI-enabled tools and automation capabilities, to improve service efficiency and user productivity. Supervise and develop IT support teams, fostering a culture of collaboration, accountability, innovation, and continuous improvement. Support the Global Director in promoting cost-effective operation and maintenance of information systems, business processes, and project delivery. Support the effective operation of the service support desk following global standards by monitoring issue resolution, trend data, and adherence to SLAs and KPIs. Monitor and report on service performance metrics, user satisfaction, adoption trends, and budget utilization; identify issues and recommend process improvements. Assist in asset and configuration management for offices in EMEA and Asia, ensuring alignment with global standards. Support the implementation, adoption, and optimisation of ServiceNow as a key platform for IT service management. Participate in major incident coordination and ensure post-incident reviews are completed, and improvement actions are tracked. Participate in vendor management and contract negotiations for EMEA and Asia IT services, monitoring vendor performance against service expectations and business outcomes. Ensure compliance with Firm policies, security standards, governance requirements, and specific regulatory obligations. Prepare dashboards aligned with global standards, executive-ready updates, and regular reporting on service levels, KPIs, operational health, and improvement opportunities for the Director: Global Technology Services. Travel to offices as needed to meet with lawyers, administrators, business leadership, and local IT teams to better understand service needs, adoption opportunities, and operational challenges. Collaborate with peers and global counterparts to enhance IT services, improve utilisation, eliminate non-value added activities, and standardise service delivery where appropriate. Perform other duties as assigned or required to meet Firm goals and objectives. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment. Qualifications, Experience and Personal Attributes Bachelor's degree in Information Technology, Business Management or related field preferred; equivalent combination of education and relevant experience considered. Experience, skills and personal attributes: Professional Experience: Demonstrated progressive IT experience, with a strong track record in leadership or senior roles. Experience in a legal or other professional services environment strongly preferred. Strong experience in IT operations, service delivery, stakeholder engagement, and business alignment. Proven ability to establish and maintain strong long-term relationships and to interact professionally with a diverse set of executives, managers, lawyers, business staff, and subject matter experts. Experience developing or improving policies, procedures, documentation, and service frameworks that support an effective IT function. Proven change management skills and experience leading operational or organisational improvements. Ability to work on own initiative and without close supervision in a fast paced environment. Technical Skills: Experience managing IT operations, projects, support teams, and service delivery performance. Familiarity with IT service management tools and best practices, including ServiceNow, Agile/DevOps methodologies, and project portfolio management. Understanding of AI-enabled workplace technologies and automation opportunities that can improve service efficiency and user productivity. Ability to articulate complex technologies to non technical audiences and help technical teams better understand business requirements. Strong analytical and critical thinking skills, including the ability to interpret service data and recommend practical improvements. The confidence to contribute as part of a senior management team. Performance Traits: Strong written and verbal communication skills; able to communicate effectively and professionally with all levels of the Firm and outside vendors. Ability to work in a diverse team environment and effectively support the demanding needs of the Firm. Ability to work under pressure and meet deadlines while managing shifting priorities. Self starter with a high level of initiative and independent judgement. Strong customer service skills, able to anticipate needs and deliver practical, business aligned solutions. Strong attention to detail, organisational skills, and the ability to oversee multiple projects. Analytical and data driven mindset with the ability to use metrics, trends, and feedback to drive service improvement. Strong appreciation of value achieved through astute financial management, including budget planning, operational expense awareness, and cost effective decision making. High level of discretion in preserving the confidentiality of sensitive information. Proactive and creative in identifying and solving problems and issues. . click apply for full job details
Overview Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm. If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Technology department in our London office as an Assistant Director: Technology Services (EMEA & Asia). Position Summary: The Assistant Director: Technology Services will work closely with the business and legal practices in EMEA and Asia to establish effective and lasting partnerships. This position requires a thorough understanding of stakeholder requirements, the ability to communicate the value of IT services, and the responsibility to align IT initiatives with the Firm's strategic goals. The role supports oversight of daily IT operations, focusing on maximizing availability, performance, and user satisfaction in coordination with the Director: Global Technology Services. The Assistant Director will cultivate robust relationships with local office leadership, promote a client-focused approach, and ensure that US operations contribute to and benefit from the Firm's global standards and initiatives. The Assistant Director: Technology Services will support the Director: Global Technology Services in delivering exceptional IT services, driving consistency, efficiencies, operational excellence, and continual service improvement across the Firm. This position is a key proactive point of contact for lawyers and business services staff with regard to current and future technology opportunities, including the responsible adoption of Gen AI capabilities that enhance productivity, improve service delivery, and support the Firm's broader technology strategy. This position is also a primary point of contact for office Directors of Administration within the region to address IT questions and concerns. Perform other additional duties as assigned. Hours: Standard hours are 9:30am to 5:30pm with flexibility in accordance with the needs of the business. Our current working from home policy allows for two days working from home, subject to business need. This policy is subject to change and does not form part of contractual terms. Responsibilities Responsibilities: Collaborate with the Director: Global Technology Services to define services and agree on meaningful service levels with the business, including service level expectations, key performance indicators, and customer experience measures. Support managers by providing leadership and guidance in alignment with the Global Director's strategic direction for planning, designing, developing, and implementing technology projects. Engage with stakeholders to capture and reflect the Voice of the Client in IT service delivery, including feedback mechanisms such as workshops, pilots, and surveys. Coordinate and support the execution of IT projects, process improvements, and change initiatives aligned with global IT strategy. Oversee day-to-day IT support operations to uphold service standards, performance, security, and user satisfaction in alignment with the Global Director's strategic objectives. Build and maintain strong relationships with office leadership, practice groups, and business units in EMEA and Asia to ensure IT services meet evolving business needs. Support and promote adoption of firm-approved technologies, including AI-enabled tools and automation capabilities, to improve service efficiency and user productivity. Supervise and develop IT support teams, fostering a culture of collaboration, accountability, innovation, and continuous improvement. Support the Global Director in promoting cost-effective operation and maintenance of information systems, business processes, and project delivery. Support the effective operation of the service support desk following global standards by monitoring issue resolution, trend data, and adherence to SLAs and KPIs. Monitor and report on service performance metrics, user satisfaction, adoption trends, and budget utilization; identify issues and recommend process improvements. Assist in asset and configuration management for offices in EMEA and Asia, ensuring alignment with global standards. Support the implementation, adoption, and optimisation of ServiceNow as a key platform for IT service management. Participate in major incident coordination and ensure post-incident reviews are completed, and improvement actions are tracked. Participate in vendor management and contract negotiations for EMEA and Asia IT services, monitoring vendor performance against service expectations and business outcomes. Ensure compliance with Firm policies, security standards, governance requirements, and specific regulatory obligations. Prepare dashboards aligned with global standards, executive-ready updates, and regular reporting on service levels, KPIs, operational health, and improvement opportunities for the Director: Global Technology Services. Travel to offices as needed to meet with lawyers, administrators, business leadership, and local IT teams to better understand service needs, adoption opportunities, and operational challenges. Collaborate with peers and global counterparts to enhance IT services, improve utilisation, eliminate non-value added activities, and standardise service delivery where appropriate. Perform other duties as assigned or required to meet Firm goals and objectives. The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment. Qualifications, Experience and Personal Attributes Bachelor's degree in Information Technology, Business Management or related field preferred; equivalent combination of education and relevant experience considered. Experience, skills and personal attributes: Professional Experience: Demonstrated progressive IT experience, with a strong track record in leadership or senior roles. Experience in a legal or other professional services environment strongly preferred. Strong experience in IT operations, service delivery, stakeholder engagement, and business alignment. Proven ability to establish and maintain strong long-term relationships and to interact professionally with a diverse set of executives, managers, lawyers, business staff, and subject matter experts. Experience developing or improving policies, procedures, documentation, and service frameworks that support an effective IT function. Proven change management skills and experience leading operational or organisational improvements. Ability to work on own initiative and without close supervision in a fast paced environment. Technical Skills: Experience managing IT operations, projects, support teams, and service delivery performance. Familiarity with IT service management tools and best practices, including ServiceNow, Agile/DevOps methodologies, and project portfolio management. Understanding of AI-enabled workplace technologies and automation opportunities that can improve service efficiency and user productivity. Ability to articulate complex technologies to non technical audiences and help technical teams better understand business requirements. Strong analytical and critical thinking skills, including the ability to interpret service data and recommend practical improvements. The confidence to contribute as part of a senior management team. Performance Traits: Strong written and verbal communication skills; able to communicate effectively and professionally with all levels of the Firm and outside vendors. Ability to work in a diverse team environment and effectively support the demanding needs of the Firm. Ability to work under pressure and meet deadlines while managing shifting priorities. Self starter with a high level of initiative and independent judgement. Strong customer service skills, able to anticipate needs and deliver practical, business aligned solutions. Strong attention to detail, organisational skills, and the ability to oversee multiple projects. Analytical and data driven mindset with the ability to use metrics, trends, and feedback to drive service improvement. Strong appreciation of value achieved through astute financial management, including budget planning, operational expense awareness, and cost effective decision making. High level of discretion in preserving the confidentiality of sensitive information. Proactive and creative in identifying and solving problems and issues. . click apply for full job details