Service Delivery Coordinator
White & Case LLP
Manila, Bicol Region, PH
2d ago
source : WHATJOBS

Job Description - Service Delivery Coordinator (2200004B)

Service Delivery Coordinator 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.

And why we attract a diverse group of people.

Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world.

Our people represent 90 nationalities and speak 80 languages. Position Summary The Service Delivery Coordinator is a key role for the Service Delivery work stream. They are responsible

for the direct response and support of our firms deal teams when using practice technology tools. Duties and Accountabilities 1

Support our users

Provide excellent first line response for users, with the ability to meet strict deadlines under significant time constraints :

Provide resolution or route to other support teams as appropriate.

Flexibility to adjust hours to meet operating needs and deliverable deadlines. Extended hours are required at times including evening and weekend hours.

Required to monitor and respond to email after hours.

Provide feedback to the relevant team members when trends become apparent in order to remedy repetitive problems and recommend proactive training and to track change requests.

Keep current with the latest trends in the legal technology industry.

Assist with testing new technology and provide feedback to project teams.

Perform other duties necessary and essential to support the firm's strategic goals.

Service Delivery Coordinator

Works alongside Service Delivery Lead and Practice Technology Manager to continuously mature operations and services to matter teams

Provide operational and technology support at the required service levels for the provided services for Practice Technology

Helps update and maintain the SOP, Wiki documentations, processes, and best practices of corresponding work streams

Support Platforms

Provide highly responsive 1stline support for all Practice Technology Transactional platforms including system administration, user management, data management and issue resolution.

Provide maintenance and upkeep of all legal tech platforms under the portfolio.

Maintain SOPs, documentation and governance of platforms to ensure compliance with audit / data requirements.

Deliver Projects

Contribute to projects, ensuring that project objectives and deadlines are met with agreed upon expectations

Develop expertise in existing portfolio of solutions to be able to contribute to any project when capacity allows


Strong stakeholder and relationship management skills

Customer service or helpdesk experience

Ticketing system experience

Excellent customer service skills to resolve users’ issues in the most efficient yet thorough way possible.

Strong communication and interpersonal skills; able to interact effectively with firm personnel and clients on all levels.

Strong attention to detail, preferably with experience data management.

Strong organizational, analytical and troubleshooting skills.

Ability to learn new technologies, methods, processes and concepts quickly.

Creative problem solving is mandatory; must be able to identify problems, offer solutions or workarounds

Able to handle multiple projects and priorities simultaneously with a high degree of professionalism and client service orientation

Strong sense of ownership; ability to take ownership of problem and work it through

Willing to work any shift hours to support our global operations

1-2+ years of experience with IT Service Management

2+ years of support experience in a law firm, legal department, legal technology company or comparable industry preferred.

Basic project management skills a plus.

Experience in supporting end-users on various legal technology solutions, including automation tools (such as ContractExpress, Exari or HotDocs) and AI-enabled due diligence review tools (such as Kira, eBrevia, Seal or Luminance) or comparable technology used in other industriesa plus.

Understanding of the typical transactional practice workflows and processes including due diligence review, matter / deal management, closing checklists, etc. a plus.

  • Expertise in standard business software applications such as Microsoft Office, including Word, Excel and PowerPoint required;
  • expertise in data analytics platforms (such as Tableau, QlikView, or Microsoft PowerBI) a plus.

    Experience with data transfer protocols and best practices a plus.

    Location & Reporting

    This position is in our Manila office, reporting to the Service Delivery lead and / or the Practice Technology

    Manager leading transaction technology based in Manila.

    1 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.


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    Job Posting

    Feb 9, 2022, 3 : 06 : 44 PM

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