Global Director, Global Applications Management

3 weeks ago

Johannesburg, South Africa Dentons Full time

**INTRODUCTION**

**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 the world's largest global law firm, with 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**

**Requirements**:
**KEY RESPONSIBILITIES & ACCOUNTABILITIES**

**Vision and strategy**
- Own and champion the vision and strategy and operations for GAM, specifically and, CTS overall, ensuring it aligns with the goals of the Firm.
- Establish a trusted partnership with global and regional Business Technology, Transformation Program Directors and other Firm leaders to ensure strategies align to achieve shared goals and objectives.

**Service provisioning**
- Accountable for ensuring support services for GAM managed processes, data and systems meet or exceed stakeholder expectations.
- Accountable for the delivery of enhancements to GAM managed processes, data and systems

**Process and governance**
- Ensure an appropriate level of governance is established and maintained for CTS, and GAM within it. This includes the continuous improvement of the CTS framework and virtual team to address evolving requirements.
- Maintain a trusted relationship with regional functional teams to ensure a collaborative and shared approach when establishing new processes to deliver exceptional customer service.
- Establish, refine and manage the CTS triage process, working closely with stakeholders to ensure the appropriate prioritization, sponsorship, and escalation of requests.
- Collaborate with other Dentons teams (process and operational) to ensure processes align to deliver a seamless user support experience.

**Leading and managing people**
- Ensure all GAM team members are positioned to succeed by ensuring roles and expectations are well understood. Deliver excellent performance management and people support to team members.
- Optimize the use of resources across the GAM team, including flex resourcing arrangements with external providers.
- Maintain a high-performance team including the recruitment of new talent.
- Support the team through change, including both organizational and process.
- Plan for GAM demand and capacity to ensure an ability to continue to meet agreed service levels.

**Cost and partner management**
- Budget management, optimization, and reporting to ensure expenses remain within projections.
- Maintain relationships with key business partners to ensure maximized value for cost.

**Additional responsibilities**
- Deliver improvements to the team’s processes and structure as needed.
- Work closely with regional business services and program delivery teams during new regional deployments to help ensure new implementations are successful.
- Work closely with regional functional teams to identify gaps and areas of needed improvement. Document technical requirements for the improvements to be carried out by delivery teams.
- Be a key element in the technology team, ensuring guidelines set out by technology leadership are adhered to within the CTS virtual team.
- Integrate with the Dentons Technology Operations team to align support processes.
- Implement day to day solution fixes that support the Firm’s transformation program plans.
- Provide regular input on user feedback and be a driving force in documenting and proposing changes that will support Dentons users and optimize processes.
- Provide regular reporting on GAM service levels adherence and ticket volumes.
- As part of the Business Technology team, work with other team members to ensure alignment with Dentons Technology principles for areas including architecture, security, data, and integration.

**SKILLS & COMPETENCIES**
- Strong written and oral communication skills (business international English required)
- Strong stakeholder management skills and experience.
- Strong organizational skills with impeccable attention to detail.
- Strong situational analysis and decision-making skills, with experience balancing technical trade-offs.
- A team player.
- Leads by example by modelling excellent customer service and leadership (demonstrating empathy, patience, attentiveness, and tenacity).
- Strong problem solving and analytical skills; can clearly explain and present problems and issues to others and contribute to their resolution.
- Demonstrate initiative and the ability to be proactive, anticipating needs.
- Curious about, and keeps current on, new technologies.
- Flexibility to accommodate working in multiple time zones.

**EDUCATION, EXPERIENCE & CERTIFICATIONS**
- Minimum of 5 years working within Enterprise support models at a senior level.
- Knowledge of Enterprise systems to support Finance, Risk and Talent functions.
- Understands e

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