Senior Specialist Service Design And Transition

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.

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 utilization of the firm’s attendance system (where in use).
• Undertake any other reasonable duties as requested by management.
  
  

This role reports to

Senior Manager, Service Operations

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

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.

The 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.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.

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