IT Service Support Manager (Itil)

Náplň práce, právomoci a zodpovednosti:
Ready to shape the future of legal tech? Freshfields is launching a new IT hub in Bratislava’s Shared Services Centre (SSC)—and we’re looking for talented professionals to join us. Be part of an innovative, international team working on transformative digital solutions. Build your career with Freshfields and make an impact on a global scale!

In this role, you’ll play a key part in ensuring our IT services are delivered to a high standard, supporting both new service transitions and the enhancement of existing ones. You’ll work closely with Service Managers and cross-functional teams to improve processes, documentation, and customer experience.

What You’ll Do:

- Collaborate with Service Managers to ensure seamless IT service delivery across the firm.
- Contribute to the design and transition of new services and support ongoing improvements.
- Work across ITIL practices (Incident, Change, Problem, etc.) to enhance service quality.
- Support wider Enterprise Service Management (ESM) initiatives.
- Maintain accurate lifecycle documentation and service catalogue visibility.
- Act as an escalation point, ensuring timely communication and resolution.

Zamestnanecké výhody, benefity:
- A people-first culture that values belonging, inclusion, and diverse perspectives.
- Opportunities for professional development and career advancement.
- Exposure to strategic technology initiatives and enterprise-level transformation programmes.
- A collaborative environment where your insights help shape technology investment decisions.
- Office vibe in an attractive location
- Mostly remote—just coordinate with your team to find what works best
- Need to drive in? We've got shared parking spots available
- Get an extra 6% on top of your monthly base salary to spend how you want—whether it’s for wellness, learning, investments or other perks
- Enjoy a daily meal allowance of €8.50 for every day you work—fully covered by us
- Extra days off to help you recharge
- Life assurance to support your loved ones if the unexpected happens
- Get up to 20 days off with full pay for sickness or caring for dependents
- Earn a yearly performance bonus based on how you do
- Daily office refreshments to keep you fueled throughout the day
- Unlimited access to LinkedIn Learning to grow your skills anytime
- Well-being support with helpful apps and an Employee Assistance Program
- Events and workshops on different themes throughout the year
- Volunteering and charity activities

Požiadavky na zamestnanca:
- Strong understanding of ITIL principles (minimum Foundation level).
- Experience with ITSM tools (ideally ServiceNow).
- Analytical mindset with the ability to turn insights into action.
- Excellent communication skills—able to engage both technical and non-technical audiences.
- A collaborative, customer-first approach with a passion for service excellence.
- Experience with customer insight practices (e.g. Voice of the Customer) is a plus.