Manager, Service Design

Firm Summary
White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.

It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Our people represent 90 nationalities and speak 80 languages.

Our Global Technology Services Team
Technology at White & Case plays a key role in enabling our lawyers in practicing law around the world.

Our team comprises three functions: Business Services - who maintains, develops and supports our enterprise systems, Operations - who designs, builds and supports our communications and data center operations, and Technology Support - who provides desktop, audio visual and training support. Together we support our lawyers with leading edge technology and systems to deliver legal and best-in-class client service.

Strong communication, organizational and time management skills will also be significant assets, enabling you to manage multiple communication channels and workstreams, and to produce exceptional work within the short timeframes dictated by our clients' schedules. A dedicated team player, you should balance a collaborative mindset with an independence of thought and action—an ability to proactively anticipate clients' needs, and an eagerness to take full ownership of your work product.

Globally-minded, our team covers a range of technical disciplines and business skill sets. This encompasses business analysts, data architects, application developers and engineering staff covering a range of technologies that include virtualization, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state-of-the-art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capabilities and mobile devices. Our Shared Services centers deliver Service Desk and Operations functions that support our colleagues and monitor Firm systems 24 x 7.

Working closely with our business services colleagues to support the Firm's Finance, Human Resources, Marketing, and Knowledge systems, the Technology Department is at the heart of the Firm's global operations.

Position Summary
The Manager, Service Design reports to and supports the Senior Manager, Service Operations with leading the Design and Change Management Team. They are responsible for heading the development of quality, secure and resilient designs for new or improved services, practices, processes and policy. At the same time, they work closely with the Change Management Team and service as the escalation point on our change process.

Additionally, as a member of the Service Delivery management team they will lead and manage a Continuous Service Improvement (CSI) program to improve service quality and will champion best practice IT Service Management (ITSM) thinking and approach based on the ITIL aligning IT services with the needs of business.

This role combines ITSM experience, operational and business knowledge to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

Duties And Accountabilities1
Team Leadership and Management

• Supervise and lead a team of ITIL Service Operations professionals
• Monitor team performance, including setting goals, conducting regular performance evaluations, and encouraging professional growth
• Maintain a positive and collaborative work environment, fostering a culture of high performance and continuous improvement

Service Delivery

• Design effective Technology services, practices, policies and processes that only require minimum improvement during their entire lifecycle.
• Play an essential role in assisting Technology stakeholders in transition of new services into Operation
• Provide Service Management rational to projects and initiatives as well as leadership and guidance for existing service practices
• Observe and look for investment opportunities by identifying changing trends
• Assess, scope and implement service improvements to IT Service Operations and Deliver process and procedures
• Interlock with Technology Operational Readiness, Change Management and other key practices to ensure a current and up to date understanding of Policy & Procedure, White & Case Audit & Compliance requirements both for themselves and their team.
• Accountable for the creation and maintenance of consistent and high quality process documentation which also includes Service Reporting, Agenda, Minutes etc.

Performance & Quality Management

• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Develop metrics that align with Technology and Firm goals that can drill down to individual role and performance
• Recommending methds of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of Service Design
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Continuous Improvement

• Enable and champion an IT service culture
• Develop and lead a Continuous Service Improvement (CSI) program to improve service quality
• Embed CSI in all activities of Service Design to make sure that solutions become more effective over time
• Support and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services

Additional Responsibilities

• Maintain a high level of professional and technical knowledge
• Maintain a professional demeanor at all times
• Actively uphold Firm and departmental values, policies and procedures
• Contribute to the wider department through communication, cooperation and coordination with colleagues across the department
• Regular, predictable attendance is required with mandatory utilisation of the firm's attendance system (where in use)
• Undertake any other reasonable duties as requested by management

Technical Experience

• 10+ years of experience in a global professional services firm with 5+ years of work experience in leading and managing a technology-related function.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Expert understanding of ITIL (Information Technology Infrastructure Library) principles
• Relevant experience and/or ServiceNow qualification is highly desirable
• Proficiency in leading both physical and virtual teams
• experience in dealing with third-party provided services
• Operational ability in a large scale environment
• Exceptional customer-facing skills
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills

Location & Reporting

• The role is located in our Manila office.
• The role reports to the Senior Manager, Service Operations

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.