Job Description

Thompson Coburn, a large full-service law firm with offices in eight (8) cities across the U.S., is in search of a full-time exempt Manager of Manager of ITIL (Information Technology Infrastructure Library) Service Delivery to join its St. Louis or Chicago office. With over 400 attorneys and experience in 50 areas of law, Thompson Coburn is regularly recognized for providing clients with outstanding value and service. Driven by our core values of integrity, innovation and diversity, we collaborate and work in a welcoming, fast-paced, and inclusive environment.

Under the leadership of the Director, End User Services, the Manager of ITIL (Information Technology Infrastructure Library) Service Delivery is a strategic and hands-on leader responsible for ensuring operational excellence and delivering high-quality IT services that meet business needs. This role focuses on designing, optimizing, and facilitating IT Service Management (ITSM) processes, such as Asset and Configuration Management, Problem Management, Major Incident Management, and Knowledge Management, while driving continuous improvement and collaboration across teams. This position will lead a dedicated service delivery team to ensure effective service delivery and data management, supporting troubleshooting, training, and self-service initiatives. This role works closely with the Manager of Technical Support and other IT management to resolve complex incidents and enhance the end-user experience.  After an initial period of training, this position is eligible for a flexible hybrid-remote work schedule.

Key Responsibilities:

• ITIL Process Management: Lead the design, implementation, and optimization of core ITIL processes such as Asset and Configuration Management, Incident Management, Problem Management, Change Management, and Knowledge Management.
• Configuration Management Database (CMDB) Oversight: Ensure the CMDB is up-to-date, accurate, and compliant, capturing essential IT asset data and supporting business needs for service mapping and self-service resources.
• Problem Management Leadership: Facilitate the Problem Management process, working to categorize, prioritize, and resolve issues, and drive preventative measures to reduce recurring incidents.
• Change Advisory Board (CAB) Facilitation: Chair CAB meetings to evaluate change requests, assess risks, and ensure smooth implementation with effective communication, testing, and support documentation.
• Knowledge Management System Development: Build and maintain a knowledge management system that captures, organizes, and shares organizational knowledge to support efficient service delivery and enable self-service support and just-in-time training.
• IT Asset Lifecycle Management: Implement asset management policies to optimize asset utilization, track inventory, and maintain hardware/software inventory accuracy.
• Service Performance Monitoring: Track, analyze, and report on service performance metrics and KPIs, identifying improvement opportunities and driving corrective actions as needed.
• ITSM Platform Optimization: Configure and enhance ITSM platforms (e.g., ServiceNow, Cherwell) with cross-department automation, workflow optimization, and enterprise system integration, including the incorporation of discovery feeds and system alerts to automate asset management intake and reconciliation and real-time service health dashboards.
• Team Leadership and Development: Lead, mentor, and conduct performance reviews for a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
• ITIL advocate: Promote best practices for change and operationalization within and outside the IS department, as well as in coordination with the project management team.

Experience and Education Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent work experience required.
• ITIL v4 Certification or other relevant IT Service Management certifications, or certification within nine (9) months of employment required.
• Five (5)+ years of experience in IT Service Management, with a focus on Configuration Management, Problem Management, and ITSM operations required.
• Two (2)+ years of experience managing a small to medium-sized team in a service delivery or IT operations role required.
• Strong technical expertise in configuring ITSM platforms (e.g., ServiceNow, Cherwell, BMC Remedy), including integrations with other enterprise systems required.

Thompson Coburn LLP is a large, full service, multi-state firm with offices in Birmingham, Chicago, Dallas, Los Angeles, New York, St. Louis, Southern Illinois, and Washington D.C. At Thompson Coburn, our behavior and the expectations we have of ourselves are guided by the values that we hold in the highest regard: integrity, a passion for excellence, a focus on serving the client, a value of diversity, innovation, creativity, trust, and loyalty. Within the Firm, we value each other as people and colleagues. In addition to the exceptional working environment and a competitive salary, Thompson Coburn provides the following benefit options to qualifying employees:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance & ADD policies
• Short & Long Term Disability Insurance
• Paid Parental Leave
• 401(k) Profit Sharing plans
• Parking/Transportation Stipend
• Section 125 Plan (Pre-tax premiums, dependent care and medical reimbursement)
• Paid Holidays
• Paid Vacation Time
• Employee Assistance Program (EAP)
• Employee Wellness Program
• Tuition Reimbursement
• College Savings Plan Deductions (529 Plans)
• Long Term Care

Equal Opportunity Employer M/F/D/V

How to Apply

Job Types: Full-Time. Salaries: Not Disclosed.

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