Director: Global Technology Services

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, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize 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 Information Technology department in our Chicago, Houston, New York, or Washington, D.C. office, as a Director: Global Technology Servioces.

The Director: Global Technology Services is a critical leadership role, serving as the most senior IT business partner to the Firm, responsible for shaping and delivering an exceptional IT experience for all lawyers and business professionals across the Firm's global offices. As a trusted partner to the CIO, this role will champion a client-centric approach within IT, transforming support professionals into valued business partners who proactively leverage technology to drive business outcomes.

The Director: Global Technology Services will play a key role in developing and implementing the global IT strategy, ensuring alignment with the evolving needs of the firm and its clients. This will involve fostering strong relationships with business leaders across all offices, promoting the adoption of technology services, and ensuring that the "Voice of the Client" is central to all IT decision-making. This role will also lead the Learning & Development function within IT, ensuring teams have the skills and knowledge necessary to deliver exceptional service.

As a key member of the IT Leadership team, the Director: Global Technology Services will work closely with peer positions to drive a consistent, global approach and ensure the IT needs of the business and lawyers are understood and reflected in all operational and system design activities. This includes a strong emphasis on cost-effectiveness, efficiency, and headcount considerations in all IT decision-making.

This role demands a highly collaborative and influential leader with a passion for service excellence and a deep understanding of the legal sector. The ideal candidate will have a proven track record of leading global IT teams, driving operational efficiency, and fostering a culture of continuous improvement.

Essential Functions:

• Partners with the CIO to define and champion the user experience of the global technology strategy
• Cultivates and manages strong relationships with senior business leaders across all offices, acting as a trusted advisor and advocate for IT services and capabilities
• Ensures that the "Voice of the Client" is consistently captured, understood, and reflected in all IT service design, delivery, and decision-making processes (ensuring all services are designed and delivered to meet the evolving needs of the business)
• Oversees the delivery of all IT support services globally, ensuring high availability, performance, security, and a seamless user experience for lawyers and business professionals
• Supports the transformation of the IT function, empowering professionals to become valued business partners who proactively leverage technology to drive business outcomes
• Champions operational excellence within IT, driving continuous improvement initiatives, optimizing processes, and fostering a culture of client-centricity
• Provides leadership and strategic direction for the service support desk, ensuring efficient and effective resolution of IT issues
• Establishes and monitors service level agreements (SLAs) and key performance indicators (KPIs) to measure and continuously improve service quality, availability, and user satisfaction
• Establishes robust monitoring systems and processes to proactively identify and address potential service disruptions
• Implements and manages a comprehensive service lifecycle management framework, encompassing all stages from service design to retirement
• Oversees asset and configuration management processes, ensuring accurate inventory tracking and control
• Defines and tracks key service performance management metrics to measure and improve service quality and efficiency
• Manages the supplier ecosystem, negotiating contracts and ensuring alignment with the Firm's IT strategy and service level requirements
• Oversees the Learning & Development function within IT, ensuring that teams have the skills and knowledge necessary to deliver exceptional service and successful adoption
• Oversees ServiceNow as a key platform for IT service management, automation, and workflow optimization
• Mentors, and develops a high-performing, client centric team of IT professionals across all regions, fostering a culture of collaboration, innovation, and continuous learning
• Collaborates effectively with peer leaders across IT, ensuring seamless integration of services, effective communication, and a consistent global approach to IT delivery
• Provides regular reporting on key performance indicators, service levels, and budget utilization to senior leadership
• Performs other duties as assigned or required to meet Firm goals and objectives

Education/Training/Certifications:

• Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Professional Experience:

• Minimum of 15 years of professional IT experience required
• Demonstrated leadership experience required
• Experience in legal/professional services required

Technical Skills:

• Strong knowledge of IT infrastructure, software, and technologies, with the ability to understand and translate technical requirements into business terms
• Experience in managing large-scale projects and programs, including planning, execution, and monitoring

Performance Traits:

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills

Management Accountabilities:

• Manages processes for direct reports in regards to performance appraisals, annual compensation, goal setting and performance counselling
• Demonstrated leadership and supervisory experience
• Operational budget analysis and recommendations
• Conducts analysis of staffing levels and participation in the recruitment process
• Able to determine and implement change processes to improve workflow efficiencies
• Process- and service-oriented with strong leadership and project management skills
• Able to set priorities and delegate in an efficient manner