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Perkins Coie, LLP Service Delivery Manager in Seattle, Washington

Service Delivery Manager

Business Operations

Job #S20200116 – Seattle, Washington

Perkins Coie LLP has an immediate opening for a Service Delivery Manager for its firmwide Office Services. This is an enterprise level position, managing initiatives, projects and ongoing programs related to firmwide business and office operations that fall under the copy, mail, print and hospitality portion of Shared Services. This position will manage the delivery of Office Services by providing direction and oversight to a third-party vendor. This role will align/create/implement processes, procedures and requirements to develop consistent practices and services for internal customers and facilitate continuous quality improvement. This role will serve as a primary point of contact for internal stakeholders, especially regarding escalated customer concerns, and inform the business on the service’s performance. In addition, the role will collaboratively plan and implement intra & cross departmental initiatives identified by Business Operations. Also, it is expected to provide consulting, solution development, vendor identification & negotiation, and light project management assistance on the programs identified.

Essential Functions:

Office Services:

  • Work with the Director of Shared Services to establish and implement standard procedures for service delivery, including: customer service, performance levels, quality control, and team operations.

  • Develop effective and supportive relationships with all internal stakeholders related to copy, mail, print & hospitality services and everyday requests and/or suggests for firmwide best practices with a goal to creating standard service level agreements.

  • Assist with defining appropriate scope of service to meet the needs of the firm, while meeting the needs of the local offices.

  • Identify, support, develop and implement priority projects in conjunction with Director of Shared Services and third-party provider.

  • Maintain and coordinate the ordering of related consumable supplies required across the firm for access control.

  • Ensure the support model adapts to changing business conditions and service requirements. Includes RFPs, staff modeling, role definitions, etc.

  • Oversee and approve vendor invoicing and payment.

  • Develop reporting reflecting performance for senior management. Follow-up with vendor regarding issues/corrective actions regarding same.

  • Maintain documentation for firmwide pricing schedule for document production related pricing.

  • Assist in the development of budgets, compiling information from recent purchases and gathering vendor input as warranted. Track expenses relative to budgets and compile backup documentation accordingly.

  • Provide calm, effective leadership in a deadline-driven, high-touch environment;

  • Facilitate continuous quality improvement by actively managing work product and customer experience through various tools, including: quality auditing, job surveys and direct customer feedback.

  • Provide response for escalated customer issues, including: root cause analysis, creation/implementation of corrective action plan, and vendor management where required.

Additional Projects:

  • Work with Real Estate team on buildouts to ensure needs of Office Services are identified and met.

  • Help to identify opportunities to leverage resources, building capacities and skills within Business Operations, i.e., providing integrated back-office support.

  • Continue to evolve the firm’s sustainability program, implementing and maintaining best practices and standards to all offices, incorporate sustainability into the firm’s procurement standards.

  • Manage the firm’s cost recovery strategy, including annual market pricing. initiative for printing, copying, scanning and document production costs to clients.

Required Skills:Knowledge of standard purchasing policies and protocols. Familiarity with contract terms, language and negotiation. Ability to create and implement detailed project plans. Ability to develop, implement and maintain organized and efficient systems, processes and documentation. Proficient in the use of Excel, Word, PowerPoint, Smartsheet and Outlook. Ability to demonstrate excellent verbal and written communication skills. Ability to read, write and communicate well in English and understand basic math. Ability to organize and problem solve. Good attention to detail and ability to prioritize while performing job duties under high levels of activity and a variety of conditions. Ability to provide exceptional customer service and model the firm’s One Firm service commitments.Education & Experience:Bachelor’s Degree and/or a minimum of 5 years of progressively responsible experience in a management role for operations or office management. Experience in a law firm or professional services environment highly desirable. Candidates with experience managing third-party vendors preferred.

Travel:This position will require travel.

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Perkins Coie LLP is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, genetic information, protected veterans, marital status, sexual orientation, gender identity, disability status or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities and termination.

For more information about equal employment opportunity,please click here for “EEO Is the Law.” To request a disability accommodation in the application process,please click here. Perkins Coie participates in E-Verify, please view the following links for details inEnglishandSpanish. For information regarding your Right to Work, click here for details inEnglishandSpanish.

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