Global Risk Applications and Systems Manager

INTRODUCTION

The Central Technology Support (CTS) team provides end-to-end support for the applications delivered by Dentons global technology transformation programs, including Finance, Risk, and Talent. This is a high impact role and critical to the success of the transformation programs.

WHY DENTONS

Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are 21,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.

ROLE

Dentons is currently recruiting a Global Risk Applications and Systems Manager. The role is in the Central Technology Support Services team, supporting global production applications delivered as part of the firm’s various transformation programs. Core responsibilities include managing and developing the support teams for the central risk application and its supporting systems. This role will be responsible for leading technical teams focused on the support of, amongst others, the Dentons (IntApp) Open system.

Requirements

KEY RESPONSIBILITIES ACCOUNTABILITIES

• Manage the main groups within the CTS Risk Systems function, providing daily oversight support to all users of the global risk system.
• Managing the escalation of issues and informing stakeholders of any impact to key risk systems services.
• Working closely with the Global Risk Team in identifying, determining, and delivering their technical and performance requirements.
• Definition of the Support Model for the Dentons OPEN implementation and beyond managing relationships with vendors.
• Support the Implementation of Dentons OPEN in new Regions to ensure the smooth transition to the Business-as-Usual Support Model.
• Management of the Support Analyst team to ensure timely resolution of user issues. Overseeing the work of any managed services providers in the provision of application management and support for systems supporting the Global Risk Function.
• Monitoring and prioritizing user incidents and change requests.
• Proactively liaise with systems implementer, technical and business leads for the resolution of testing and live operational queries.
• Oversee the identification and setup of pro-active monitoring solutions.
• Training and knowledge transfer from the project teams and systems implementer to ensure knowledge resides within the Dentons support teams.
• Ongoing leadership to regional support teams to ensure support is delivered consistently and timely.
• Lead by using in-depth functional and operational experience, providing expertise and direction to the teams and their tasks and projects.
• Ongoing evaluation and improvement of support services, ensuring alignment with Dentons standards and best practices.
• Identification and development of support documentation.
• Analyzing and assessing incident reports to look for trends which might indicate training requirements or system development needs.
• Spend time with stakeholders from partners to the Global and Regional Risk Teams to get feedback, understand their needs and to determine areas that need to feed into the risk Systems roadmap.
• Build feedback rich relationships with senior Conflicts, AML (Anti Money Laundering) and Business Intake team members globally to guide the review and improvement of the services the teams deliver.

SKILLS COMPETENCIES

• Highly collaborative and able to work in a global environment, accommodating the different time zones
• Application Management Skills of Customized Commercial off the shelf software
• Good people manager with strong leadership skills
• Strong organizational and written communication skills
• Strong situational analysis and decision-making abilities with experience in balancing technical trade-offs
• Be a team player, able to work effectively at all levels of an organization with the ability to influence others to move toward consensus, and to drive out decisions and recommendations
• Business international level of English – both written and oral
• Excellent skills in working with business, technical teams, and external vendors
• Excellent documentation skills.

• You will possess:
  • Excellent team leadership, communications, influencing, and stakeholder management skills.
  • Excellent presentation skills with ability to conduct presentations comfortably to large groups.
  • Experienced user of MS Office suite.
  • Excellent understanding of the principles of support for Global Systems.
  • Be versed in working across cultures and time-zones.
  • Bring a technical "toolkit" and share relevant best practice.
  • Be adept in responding to challenges and issues as they arise.
  • Be able to thrive working under pressure and be able to multi-task.
  • Extensive experience of working with layers of engagement and approval.
  • Impeccable attention to detail and ability to work with a wide variety of people and projects in a collective and collaborative manner.
• Post-secondary education with a specialization in Information Technology.
• 8+ years' experience in leading technical systems support teams
• Demonstrated the development and implementation of a technical support model over 3 time zones
• Have designed and implemented a support model covering business-critical applications, across multiple regions and time zones
• Skilled in identifying and implementing innovation and improvements in service delivery
• Proven experience developing team's abilities and skills through mentoring and coaching to meet their full potential
• Experience working as part of global business and/or technology transformation programs
• Experience of multinational Risk operations and strong knowledge and experience in IT/Risk practices
• Experience of working within a fast-paced agile / DevOps project and/or operational environment
• Experienced in creating both functional and non-functional documentation

• An understanding of the Legal Industry business intake process and ideally the IntApp Open System would be desirable.

EDUCATION, EXPERIENCE CERTIFICATIONS

Essential Qualifications / Experience

• Post-secondary education with a specialization in Information Technology.
• 8+ years' experience in leading technical systems support teams
• Demonstrated the development and implementation of a technical support model over 3 time zones
• Have designed and implemented a support model covering business-critical applications, across multiple regions and time zones
• Skilled in identifying and implementing innovation and improvements in service delivery
• Proven experience developing team's abilities and skills through mentoring and coaching to meet their full potential
• Experience working as part of global business and/or technology transformation programs
• Experience of multinational Risk operations and strong knowledge and experience in IT/Risk practices
• Experience of working within a fast-paced agile / DevOps project and/or operational environment
• Experienced in creating both functional and non-functional documentation

The successful candidate must have:

LANGUAGE CAPABILITIES/INTERNATIONAL EXPERIENCE

We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities. Additionally, we would be delighted to hear from candidates with a global background including professional experience gained across different geographies.

APPLICATIONS FROM CURRENT RESIDENTS IN THE FOLLOWING COUNTRIES WILL BE CONSIDERED:

South Africa, United Kingdom, Poland

Disclaimer: Please ensure when applying for this role you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.

Benefits

Disclaimer: Please ensure when applying for this role you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.

Diversity Inclusion

Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences.

We undertake and support several internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved.

Equal Opportunities

Dentons is committed to providing equal opportunities for all.

Reward and Recognition

Remuneration and benefits package will reflect the successful candidates experience and country where hired.