We're looking for a proactive and experienced IT professional to join our global team as a
Regional Service Management Lead. Based in our New York office, you'll be the face of IT for the region, ensuring that services meet business needs and align with global standards.
This is a hands-on role focused on service excellence, stakeholder engagement, and continuous improvement across the New York office and nearby locations.
Key Responsibilities- Act as the primary IT contact for the New York region.
- Ensure IT services are reliable, high-performing, and aligned with business requirements.
- Collaborate with global service teams to resolve issues and implement improvements.
- Support the adoption and transition of new technologies.
- Manage relationships with outsourced service providers.
- Participate in major incident management and ensure effective communication.
- Monitor local IT budgets and identify cost optimization opportunities.
What We're Looking For- Proven experience in IT service management and customer insight practices.
- Strong analytical, problem-solving, and communication skills.
- Ability to build trust-based relationships with senior stakeholders.
- Familiarity with ITSM tools (preferably ServiceNow) and modern service management approaches.
- Resilience and confidence in managing challenging conversations.
- Experience in major incident management and technology change delivery.
- Structured thinker with the ability to translate business needs into practical solutions.
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For individuals assigned and/or hired to work in New York and California or reporting to someone in those states, Freshfields is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the States of New York and California and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $120,000 to $200,000.
