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Senior Specialist, Service Design and Transition

2 hours ago

Manila, National Capital Region, Philippines White & Case LLP Full time

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 operating from more than 40 locations, working around 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; 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 to practice law around the world.

Our team comprises of three functions: Business Services – who maintain, develop and support our enterprise systems, Operations – who design, build and support our communications and data centre operations, and Support Services – who provide desktop, meeting and training support in the Firm's offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.

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 in the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centers provide Service Desk and Operation Centers that providing support and monitoring of Firm systems 24 x 7.

Working closely with our business services colleagues in support of the Firm's Finance, HR, Marketing and Knowledge Information Technology systems, Global Technology Services is at the heart of the Firm's global operations.

Position Summary

The Senior Specialist – Service Design reports to and supports the Service Design & Transition Manager with responsibility for the development of quality, secure and resilient designs for new or improved services, practices, processes and policy.

Additionally, the Senior Specialist will support in managing 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.

Duties and Accountabilities

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
  • Assess, scope and implement service improvements to IT Service Operations and Delivery 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
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • 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
  • Participate in testing and deployment activities related to patches and upgrades.
  • Work closely with the Service Operations team and related ITSM modules to assist with tasks carried out by other Service Managers

Additional Responsibilities

  • Maintain a high level of professional and technical knowledge.
  • Maintain a professional demeanor at all times.
  • Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.
  • Remain flexible with shift hours and lunchtime based upon the needs of the group.
  • Uphold firm, office, departmental and team values, policies and procedures.
  • Contribute to team effort through communication, cooperation and coordination with other team members.
  • Regular, predictable attendance is required with the mandatory utilisation of the firm's attendance system (where in use).
  • Undertake any other reasonable duties as requested by management.

Personal Qualifications

  • 5+ years experience in a similar role.
  • Team player who is ambitious and motivated.
  • Excellent interpersonal skills and patience working with others.
  • Must be able to multitask and work in a fast-paced environment.
  • Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.
  • Excellent verbal and written presentation abilities.
  • Capable of grasping new concepts without prior experience.
  • College degree or relative work experience.

Technical Experience

  • Strong organizational skills
  • ITIL Foundation certification or practical experience of ITIL is desirable with knowledge of escalation procedures, incident management, change management, and other disciplines related to service delivery
  • Relevant experience and\or ServiceNow qualification is highly desirable
  • Experience in delivering IT Transformational Projects (ITIL processes and / or tool sets)

Location & Reporting

  • This role is currently based in Manila
  • This role reports to the Manager, Service Design and Transition
  • The above is only a general description of the essential duties associated with this position. It is not an exhaustive or comprehensive list of all duties of the individual holding such position. 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.