Regional Technology Manager - Americas

Clifford Chance•Washington, WA

12h•Hybrid

About The Position

The Regional Technology Manager (RTM) – Americas is responsible for managing the IT operations across the Americas region, delivering high-quality, reliable IT services, while driving the adoption of modern, AI-enabled and transformation-led technology practices and services. The role ensures that regional IT operations are aligned with the firm’s global technology strategy, with a strong focus on operational excellence, innovation, and continuous improvement. Acting as a key liaison between the Americas offices and the global IT organization, the Regional Technology Manager works closely with the Regional Technology Director to translate strategic priorities—including AI adoption, automation, and digital transformation initiatives—into effective tactical plans and operational executions. The role balances hands-on operational leadership with forward-looking technology enablement, ensuring reliable day-to-day IT support while actively contributing to the evolution of the firm’s technology landscape. This position plays a critical role in embedding transformation and AI-driven capabilities into regional IT services, improving user experience, service efficiency, and business outcomes, while maintaining strong governance and operational stability across the Americas.

Requirements

Approximately 8+ years of progressive experience in IT support, IT operations, or service delivery, including demonstrated leadership or management experience.
Bachelor's or master's degree in information technology, Computer Science, or a related discipline, or equivalent professional experience.
Proven track record of managing IT service delivery in a large, fast-paced, and matrixed organization, with accountability for service quality, user satisfaction, and adherence to service standards.
Strong working knowledge of IT service management frameworks (e.g., ITIL), with hands-on experience across incident, problem, and change management processes.
Experience managing and integrating external vendors and managed service providers, including performance monitoring, SLA management, and service integration with internal teams.
Solid technical foundation or practical familiarity with core IT infrastructure and modern workplace technologies, including networks, telecommunications, audio-visual systems, end-user computing, and workplace security, sufficient to provide effective operational oversight.
Strong verbal and written communication skills.
Ability to travel to other firm offices throughout the network as needed.
Ability to work outside the core business hours as needed.
Must be able to adhere to the Firm's Agile Working Policy which requires employees to work from the office at least three days each calendar week.
Must be independently and legally authorized to work in the United States.

Nice To Haves

Strategic Thinking: Ability to align regional IT priorities with broader organizational and global technology objectives. Anticipates future needs and trends, shaping IT services to support long-term business outcomes.
Leadership & People Management: Demonstrated ability to lead, develop, and motivate teams across multiple locations. Builds trust, delegates effectively, and fosters an inclusive, high-performance culture with a strong focus on engagement, development, and well-being.
Customer & Stakeholder Focus: Strong commitment to delivering an excellent user experience. Proactively understands stakeholder needs, manages expectations effectively, and maintains a client-service-oriented mindset in all interactions.
Communication & Influence: Excellent interpersonal and communication skills, with the ability to translate technical concepts into clear, business-focused messages. Comfortable influencing and engaging stakeholders at all levels, from end users to senior leadership.
Problem Solving & Resilience: Strong analytical and decision-making skills, with the ability to remain calm, focused, and decisive in high-pressure situations, including major incidents or complex operational challenges.
Adaptability & Continuous Improvement: Open to change and continuous learning, with a demonstrated interest in emerging technologies, service innovation, and best practices. Encourages experimentation, learning, and improvement within the team to enhance service quality and efficiency.

Responsibilities

Represent the global IT function across the Americas offices, ensuring local IT activities, projects, and investments are aligned with the firm’s global and regional technology strategy, standards, and operating model.
Partner closely with the Regional Technology Director and senior global IT leadership to plan and execute regional initiatives, including technology rollouts, AI enablement, service modernization, and continuous improvement programs tailored to the Americas.
Contribute to annual IT planning and budget processes, ensuring optimal use of technology resources to support business objectives, transformation priorities, and operational resilience.
Oversee end-to-end IT service delivery across the Americas offices, maintaining consistently high standards of user support and operational reliability.
Monitor service performance against user experience, SLAs, KPIs, and operational metrics, proactively addressing gaps in service quality, efficiency, or user experience.
Act as the primary escalation point for critical incidents and major service disruptions, coordinating with global incident management teams and ensuring timely, transparent communication with regional stakeholders through to resolution.
Ensure IT operations across the Americas comply with all internal policies and applicable local and global regulatory, legal, security, and data privacy requirements, working closely with Global Risk, Compliance, and Information Security teams.
Oversee the full lifecycle management of IT assets—from acquisition through disposal—in line with e-waste, sustainability, and asset management policies.
Coordinate ISO 27001 certification and recertification audits for the Americas offices in partnership with external auditors and the Global Information Security team.
Support business continuity and resilience planning by working with departmental leaders to maintain and update continuity plans in collaboration with the Global Resilience Team.
Act as the point of contact for third-party vendors for remaining regional data centers and server rooms, including infrastructure and Integrated Building Management Systems (IBMS).
Ensure all procurement and vendor engagements comply with firm-wide procurement, due diligence, contract approval, and data protection requirements.
Support internal and external audits by ensuring documentation, processes, and systems are audit-ready and that findings are addressed promptly and effectively.
Provide IT and infrastructure leadership for office moves, refurbishments, and workplace transformation initiatives across the Americas.
Ensure early and effective integration of IT, network, AV, end-user technology, security, and infrastructure requirements into facilities and real estate programs.
Partner closely with Facilities, Real Estate, Office Leadership, and external vendors to ensure technology readiness, minimal business disruption, and alignment with modern workplace and hybrid-work standards.
Build strong, trusted relationships with office leadership, department heads, and business services teams across the Americas to understand business needs and expectations of IT.
Serve as the voice of the Americas user community within the global IT organization, advocating for regional requirements and feedback.
Communicate IT changes, initiatives, and potential business impacts clearly and proactively to ensure smooth adoption and minimal disruption.
Manage regional IT vendors and service providers (including infrastructure, telecommunications, and AV), holding them accountable against SLAs and contractual commitments through regular service reviews.
Collaborate closely with global IT Service Management and Procurement to ensure vendor performance, compliance, and value delivery.
Champion a culture of continuous improvement within the Americas IT function, identifying opportunities to enhance service quality, efficiency, and user experience.
Drive the implementation of the Regional Technology Continual Service Improvement Plan (CSIP) for the Americas, in collaboration with the Regional Technology Director.
Support the responsible adoption of AI-enabled tools, automation, and modern support capabilities, ensuring they are practical, secure, and aligned with global standards.
Stay informed of emerging technologies and service management best practices to ensure the regional IT function remains modern, efficient, and forward-looking.
Lead, mentor, and develop the Americas IT support team, fostering a high-performance, service-oriented culture.
Set clear performance objectives, provide regular feedback and coaching, and support professional development and skills growth.
Ensure appropriate staffing levels, succession planning, and coverage models are in place to maintain continuity of service.
Promote knowledge sharing, foster collaboration with LTAs and Technology L&D, uphold firm values, and encourage exposure to new technologies, transformation initiatives, and best practices.